This Service Level Agreement ("SLA") establishes the operational performance, availability targets, and technical support commitments for the NexBojun Restaurant Operating System (the "Platform").
The Platform is commercially provided, maintained, and supported by Nexlance Global Solutions (PVT) Ltd ("Nexlance", "we", "us", or "our") to subscribing enterprise restaurant chains, dining lounges, and retail food operations ("Customer").
Uptime calculation excludes:
Technical support requests are classified according to business impact and addressed within the designated target response windows:
| Severity Level | Definition | Target First Response | Resolution Objective |
|---|---|---|---|
| Severity 1 (Critical) | Entire POS checkout down; orders cannot reach kitchen display; business halted. | Under 30 Minutes | Immediate continuous work until operational |
| Severity 2 (Major) | Core feature impaired (e.g. receipt formatting lag, single branch sync delay), but billing continues. | Under 2 Hours | Within 8 Hours |
| Severity 3 (Minor) | General inquiries, user permission changes, reporting exports, or training assistance. | Under 8 Hours | Standard Business Hours |
Authorized dining managers and branch supervisors can reach the operational helpdesk via:
To deliver continuous performance improvements and security patches, regular maintenance is scheduled during off-peak dining hours (typically between 2:00 AM and 4:00 AM local time). Customers are notified in advance of any maintenance requiring brief temporary downtime.
NexBojun OS incorporates local caching capabilities designed to allow table-side waitstaff and POS cashiers to continue essential receipt generation and order drafting during brief network intermittency, syncing automatically once internet communication is restored.
NexBojun OS is commercially deployed and supported under subscription agreements administered by Nexlance Global Solutions (PVT) Ltd. All underlying software architecture, source algorithms, and platform engineering remain proprietary intellectual property protected under international copyright treaties and the Berne Convention.