NCR VOYIX Hosted Software Availability Service Level Agreement
As of July 2020
.webp)
NCR Voyix Hosted Software SLA Tables
The service levels described in the following tables are provided pursuant to the terms and conditions contained in a written agreement between you and NCR Voyix. In the event of a conflict between these tables and the terms of an applicable agreement, the terms and conditions of the agreement apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in an agreement.
Hospitality Service Level Agreement
Offering/Service
Availability Rate
Aloha Essentials
Service Level
Service Level
(SW only and individually invoiced hosted solutions)
Aloha Essentials
Service Level
Service Level
(SW+HW bundle and individually invoiced hosted solutions)
Aloha Cloud and Silver Service Level Credit
(SW only and individually invoiced hosted solutions)
Aloha Cloud and Silver Service Level Credit
(SW+HW bundle and individually invoiced hosted solutions)
Applied to:
BSP Solution Bundles:
NCR Voyix Cloud Ordering Solution
NCR Voyix Cloud Menu Solution
NCR Voyix Cloud Loyalty Solution
NCR Voyix Cloud Data Solution
NCR Voyix Cloud Ordering Solution
NCR Voyix Cloud Menu Solution
NCR Voyix Cloud Loyalty Solution
NCR Voyix Cloud Data Solution
Less than 99.9% but greater than or equal to 99.0%
5%
1%
100% of the monthly sucscription fee for the bundled offering/service or individual invoiced offering/service, as applicable, as specified in the Order (or montly pro rata share of billing, if billing does not occure monthly)*
*Credits are not offered for offerings/services that are billed on a transaction and/or consumption basis.
*Credits are not offered for offerings/services that are billed on a transaction and/or consumption basis.
Less than 99%
10%
3%
Aloha Cloud(AC) and Silver(S) Services which include:
AC and S Back Office
AC and S Payment Gateways
AC and S Commerce
AC and S Console
AC and S API's
AC and S Back Office
AC and S Payment Gateways
AC and S Commerce
AC and S Console
AC and S API's
Less than 99.9% but greater than or equal to 99.0%
5%
1%
Less than 99%
10%
3%
Other Cloud Services which include:
Command Center
Mobile Pay
Aloha Loyalty
Aloha Stored Value
Engage Mobile
Online Ordering
Ordering Essentials
Configuration Center
NCR Voyix Consumer Engagement
Pulse Real Time
Insight
Restaurant Guard
NCR Voyix Back Office
Command Center
Mobile Pay
Aloha Loyalty
Aloha Stored Value
Engage Mobile
Online Ordering
Ordering Essentials
Configuration Center
NCR Voyix Consumer Engagement
Pulse Real Time
Insight
Restaurant Guard
NCR Voyix Back Office
Less than 99.9% but greater than or equal to 99.0%
5%
1%
Less than 99%
10%
3%
For an overview of the Retail SLAs, click here.
In accordance with the terms and conditions of the agreement between you and NCR Voyix, please use the form below to submit a credit request for an outage if ALL of the following are true:
- You have experienced an outage in an NCR Voyix hosted offering or service.
- That outage corresponds to an outage documented at https://status.ncrvoyix.com or https://trust.ncrsilver.com
- Your contract terms with NCR Voyix include a service level agreement commitment for the service(s) or offering(s) which experienced an outage
- That outage corresponds to an outage documented at https://ncr.statuspage.io, https://status.ncrvoyix.com or https://trust.ncrsilver.com
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.