NCR Voyix Hosted Software Availability Service Level Agreement (SLA)
As of April 2024
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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.
Business Services Layer Service Level Agreement
Offering/Service
Availability Rate
Service Level Credit
Applied to:
Group A BSL Sercices, which includes: Site Servce, Menu and Order
Less than 99.9%, but
greater than or equal to 99.0%
greater than or equal to 99.0%
10%
100% of monthly recurring bill for Business Layer (968-2345-0000), or monthly pro rata share of billing, if billing does not occur monthly.
Less than 99.0%
25%
Group B BSL Sercices, which includes: Promotion Execution, Catalog, TDM Data, Item Availablility, Fulfillment Time, and Order Ahead
Less than 99.5%, but
greater than or equal to 99.0%
greater than or equal to 99.0%
5%
Less than 99.0%
10%
Group C BSL Sercices, which includes: Delivery, Digital Coupon, Digital receipt, NCR Voyix Insight, and Central Electronic Journal Picklist Assist 2.0
Less than 99.0%, but
greater than or equal to 98.0%
greater than or equal to 98.0%
1%
Less than 98.0%
2%
Emerals, RPOS, Storepoint, R10 Service Level Agreement
Offering/Service
Availability Rate
Service Level Credit
Applied to:
Group A BSL Sercices, which includes: Site Servce, Menu and Order
Less than 99.9%, but
greater than or equal to 99.0%
greater than or equal to 99.0%
10%
100% of monthly recurring bill for subscription fees of:
Core Emerald Solution,
Core RPOS Solution,
Core Storepoint Solution,
or
Core R10 Solution,
as summarized.
Core Emerald Solution,
Core RPOS Solution,
Core Storepoint Solution,
or
Core R10 Solution,
as summarized.
Less than 99.0%
25%
Group B BSL Sercices, which includes: Promotion Execution, Catalog, TDM Data, Item Availablility, Fulfillment Time, and Order Ahead
Less than 99.5%, but
greater than or equal to 99.0%
greater than or equal to 99.0%
5%
Less than 99.0%
10%
Group C BSL Sercices, which includes: Delivery, Digital Coupon, Digital receipt, NCR Voyix Insight, and Central Electronic Journal
Less than 99.0%, but
greater than or equal to 98.0%
greater than or equal to 98.0%
1%
Less than 98.0%
2%
Advanced Marketing System (AMS) Hosted Solution
Offering/Service
Availability Rate
Service Level Credit
Applied to:
AMS Hosted Solution
Less than 99.9%, but
greater than or equal to 99.0%
greater than or equal to 99.0%
5%
100% of monthly recurring bill for AMS Hosted (or monthy pro rata share of billing, if billing does not occur monthly)
Less than 99.0%
10%
Service Level Credit Request:
In accordance with the terms and conditions of the agreement between you and NCR Voyix, please use the form 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
- Your contract terms with NCR Voyix include a service level agreement commitment for the service(s) or offering(s) which experienced an outage
For an overview of the Restaurant SLAs, Click Here.
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