Support channels

All customers: hello@seeqrmenu.com and the contact form at /contact. Paid Pro and Enterprise: same channels with priority triage during business hours (Central European Time, Mon–Fri).

Severity definitions

P1 — Production guest menu or dashboard unavailable for a paying venue. P2 — Major feature degraded (billing, uploads, QR generation) with workaround. P3 — General questions, cosmetic issues, or feature requests.

Response targets (paid plans)

P1: first response within 4 business hours, updates every 4 hours until mitigated. P2: first response within 1 business day. P3: first response within 2 business days. Starter (free/trial): best-effort community support — no SLA.

Uptime target

We target 99.5% monthly availability for the seeQRmenu application and public guest menus, excluding scheduled maintenance announced 48 hours in advance. Status updates are published at /status.

Exclusions

SLA credits apply only to paid Pro/Enterprise plans and exclude outages caused by customer DNS misconfiguration, third-party provider incidents outside our control, or force majeure. SLA credit requests must be submitted within 30 days of incident resolution.