Menu Updates SLA

1. Purpose
To define the service level commitments for processing menu update requests within Hotel Drover (97West).

2. Scope
This SLA applies to all menu updates for Micros.

3. Definitions

• Menu Update Request: A formal request to change, add, or remove items from the menu.
• Response Time: The time taken to acknowledge a menu update request.
• Update Completion Time: The time taken to implement the requested changes and notify the requester.

4. SLA Commitments

• Response Time:
  • 95% of requests will be acknowledged within 1 business hour.
  • All requests will be acknowledged within 4 business hours.
• Update Completion Time:
  • 90% of menu updates will be completed within 2 business days.
  • 95% will be completed within 5 business days.

5. Responsibilities

• Requester Responsibilities:
  • Provide clear and accurate details for the requested menu changes.
  • Submit requests through the designated system or channel.
• Support/Marketing Team Responsibilities:
  • Acknowledge requests promptly and ensure timely execution of updates.
  • Document and track all requests for accountability and reporting.

6. Escalation Procedures
If a menu update is not completed within the specified timeframes, the requester may escalate the issue to a supervisor or designated contact.

7. Reporting and Review
Monthly reports will be generated to monitor SLA compliance, and periodic reviews will be conducted to assess and update SLA terms as necessary.

8. Exceptions
Delays due to incomplete information, approvals, or high volumes of requests may affect the SLA. Users will be informed as soon as possible.

Conclusion

This SLA establishes clear expectations for menu updates, ensuring accountability and transparency in the process.