New Menu Items SLA

1. Purpose
To define the service level commitments for the introduction of new menu items within Hotel Drover (97 West).

2. Scope
This SLA applies to all requests for adding new items to menus across Micros.

3. Definitions

• New Menu Item Request: A formal request to add a new item to the menu.
• Response Time: The time taken to acknowledge a new menu item request.
• Implementation Time: The time taken to finalize, prepare, and notify stakeholders of the new menu item.

4. SLA Commitments

• Response Time:
  • 95% of requests will be acknowledged within 1 business hour.
  • All requests will be acknowledged within 4 business hours.
• Implementation Time:
  • 90% of new menu items will be finalized and implemented within 5 business days.
  • 95% will be completed within 10 business days.

5. Responsibilities

• Requester Responsibilities:
  • Provide detailed information about the new menu item, including ingredients, pricing, and any dietary considerations.
  • Submit requests through the designated system or channel.
• Menu Development Team Responsibilities:
  • Acknowledge requests promptly and ensure timely execution of new item introductions.
  • Document and track all requests for accountability and reporting.

6. Escalation Procedures
If a new menu item is not implemented 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, approval requirements, ingredient availability, or high volumes of requests may affect the SLA. Users will be informed as soon as possible.

Conclusion

This SLA establishes clear expectations for the process of adding new menu items, ensuring accountability and transparency throughout.