Scope
This SLA describes the service levels Taply guarantees for the Taply platform (dashboard, receipt page and accompanying APIs) and for the support of active subscribers. The SLA applies in addition to the Terms and conditions; in case of conflict, those terms prevail.
Uptime guarantee
We measure availability on a monthly basis, calculated over the production environment of the receipt page and the dashboard. Outages within the maintenance window do not count as downtime.
- Starter tier: 99.5% uptime per month (at most ±3 hours and 36 minutes of downtime).
- Professional tier: 99.9% uptime per month (at most ±43 minutes of downtime).
Planned maintenance
We announce planned maintenance at least 48 hours in advance via email and the dashboard. The following rules apply:
- At most 4 hours per month.
- Takes place outside office hours in NL/BE (typically between 22:00 and 06:00 CET).
- Performed without downtime where possible (rolling updates).
Emergency maintenance may take place without prior notice when necessary for the security of the Service or customer data. We inform you about it as soon as operationally possible.
Support response
Support is available in Dutch and English. Response times are first-response, not resolution time.
- Starter tier: email support at info@taplyreceipts.com, response within 1 business day.
- Professional tier: email and chat, response within 4 hours during office hours (Mon–Fri 09:00–17:00 CET). Outside office hours we respond the next business day.
Incident prioritisation
We classify incidents into three categories:
- P1 — Service down: critical functions (receipt issuing, dashboard access) are unavailable for all or a large group of users. We pick up P1 immediately, 24/7.
- P2 — Serious issue: an important function is broken, a workaround exists. Response within office hours according to the tier.
- P3 — Minor: a small bug or cosmetic issue without operational impact. Included in a regular release.
Hardware replacement
We replace defective tiles within 5 business days, free of charge insofar as the cause is normal use. The new tile is shipped within the Netherlands and Belgium; separate arrangements apply for incidental shipping outside that area.
Compensation for SLA breaches
When Taply does not meet the uptime guarantee in a calendar month, you receive a pro-rata credit on the next invoice for the period above the guaranteed downtime:
- Up to 1.0% extra downtime: 10% credit on the monthly fee.
- Up to 2.0% extra downtime: 25% credit.
- More than 2.0% extra downtime: 50% credit.
Credits are only granted when you submit the request within 30 days of the month in question via info@taplyreceipts.com.
Exclusions
The following situations do not count as SLA downtime:
- Planned maintenance within the announced window.
- Emergency maintenance necessary for the security of data or the Service.
- Interruptions caused by internet outages, problems with your network, or your own POS system.
- Failure of a third party outside our reasonable control (e.g. nationwide DNS outages, hosting provider incidents with EU-wide impact).
- Force majeure: natural disasters, cyberattacks of significant scale, government measures.
- Incorrect use or abuse of the Service by the User.
Customer responsibilities
A well-functioning service is a shared responsibility. From the User we expect:
- A stable internet connection at the location where the tile runs.
- A functional POS system correctly configured to print to the tile.
- Up-to-date contact details — so we can reach you for incidents and maintenance.
- Timely reporting of suspected incidents via the official support channels.
Questions about this document? Email info@taplyreceipts.com.