Last updated: May 2026

Service Level Agreement

This Service Level Agreement ("SLA") describes MenuMatrix's commitments regarding platform availability, incident response and data integrity for all paying subscribers.

Uptime Target

99.5%

Monthly measurement

Incident Response

2 hrs

Initial acknowledgement

Backup Frequency

Weekly

Every Sunday 23:00

Data Retention

3 Years

Compliance records minimum

1. Uptime Commitment

MenuMatrix targets 99.5% monthly uptime across all platform components including the Glide app, Airtable database, Make.com automations and PDF generation services.

Uptime is calculated monthly as: (Total minutes − Downtime minutes) / Total minutes × 100.

Planned maintenance windows are excluded from uptime calculations and will be communicated at least 24 hours in advance.

2. Dependency Chain

MenuMatrix is built on the following third-party infrastructure. Outages in these services may affect MenuMatrix availability:

Glide — app interface and user authentication
Airtable — database and data storage
Make.com — automation and notifications
Anthropic — AI HACCP plan generation
APITemplate.io — PDF document generation
Stripe — payment processing

Current status of all components is available at: status.menumatrix.io

3. Incident Response

In the event of a platform outage or service degradation:

Detection: Automated uptime monitoring alerts us immediately
Acknowledgement: We will acknowledge the incident within 2 hours during business hours (Mon–Fri, 08:00–18:00 UK time)
Communication: Status updates will be posted to status.menumatrix.io
Resolution target: Critical outages — 4 hours. Non-critical degradation — 24 hours
Post-incident review: Written summary provided within 5 business days of resolution

4. Emergency Compliance Pack

    Every MenuMatrix venue receives a printed Emergency Compliance Pack on onboarding. This pack contains paper allergen conversation logs, temperature monitoring sheets and data re-entry checklists — ensuring compliance continues even during a platform outage.
  

5. Data Backup & Recovery

Automated weekly backup every Sunday at 23:00
Backups stored in EU-region cloud storage
Recovery Point Objective (RPO): 7 days
Recovery Time Objective (RTO): 24 hours for critical data
Data exports available on request at any time

6. Planned Maintenance

Planned maintenance will be scheduled during low-usage periods (typically Sunday 22:00–02:00 UK time) and communicated at least 24 hours in advance via:

Status page: status.menumatrix.io
Email notification to venue managers

7. SLA Exclusions

This SLA does not apply to outages caused by:

Third-party infrastructure failures outside our control
Force majeure events
Customer-caused issues (incorrect data entry, unauthorised access)
Planned maintenance windows
Free trial periods

8. Service Credits

In the event MenuMatrix fails to meet the 99.5% uptime target in any calendar month, affected subscribers on paid plans may request a service credit equivalent to a pro-rata day's subscription for each full hour of unplanned downtime exceeding the SLA threshold, up to a maximum of one month's subscription fee.

Service credit requests must be submitted within 14 days of the incident to hello@menumatrix.io.

9. Status Page

Live platform status is available at:

status.menumatrix.io

10. Contact

For SLA-related queries or incident reports:
hello@menumatrix.io
menumatrix.co.uk