Service & Support Policy
eOrderIT Service & Support Policy
At eOrderIT, we are committed to providing exceptional service and support to ensure your restaurant or hotel operates smoothly and efficiently. Our dedicated support team is here to assist you with any questions or issues related to our platform.
eOrderIT is designed to provide from 09:00 AM to 08:00 OM IST for all core services, including QR ordering, POS integration, and customer dashboards. We strive to maintain continuous service, ensuring your operations run without interruption.
Scheduled Maintenance: We occasionally perform scheduled maintenance to improve the platform. You will receive prior notifications regarding any planned downtime.
Emergency Maintenance: In rare instances, unscheduled emergency maintenance may occur. Our team works quickly to resolve any issues and minimize disruptions.
Our support team is available from 9:00 AM to 8:00 PM IST, 6 days a week (Monday to Saturday), to provide prompt assistance for all your needs.
Support Hours: 9:00 AM to 8:00 PM IST, Monday to Saturday.
Support Availability: During these hours, you can reach our team through multiple channels for quick resolutions and assistance.
We offer several ways to contact us, ensuring you receive the help you need as efficiently as possible.
Email Support: Reach out to us at [email protected] for any support inquiries.
Our goal is to provide fast and effective support to keep your business running smoothly.
Initial Response: We aim to acknowledge all support requests within 4 hours during business hours.
Resolution Time: While resolution time can vary depending on the complexity of the issue, we aim to resolve urgent issues within 24 hours.
Priority Levels:
High Priority: Critical issues that affect the system or cause outages (e.g., POS failure, ordering system down).
Medium Priority: Issues affecting non-essential functions but still impacting operations (e.g., minor bugs, configuration problems).
Low Priority: General inquiries or feature requests.
Our team provides comprehensive technical support to ensure your platform runs at its best.
Platform Setup: We assist with the initial setup, including POS integrations, menu configurations, and QR code implementation.
Ongoing Troubleshooting: Our team is available to troubleshoot any issues, whether they relate to system performance, bugs, or service interruptions.
Remote Assistance: We offer remote troubleshooting through screen sharing to provide fast, effective solutions.
To help you maximize the potential of eOrderIT, we offer a range of training and resources:
Getting Started Guides: Access our detailed guides to set up your platform and configure settings.
Webinars & Tutorials: Join our webinars or watch video tutorials to understand new features and best practices.
Custom Training: For businesses with specific needs, we offer personalized training sessions tailored to your operations.
eOrderIT is constantly evolving to offer new features, improve performance, and address security concerns.
Automatic Updates: Updates are installed automatically during off-peak hours to minimize disruptions.
Feature Upgrades: Major updates and new features are communicated in advance, with easy-to-follow instructions provided for smooth implementation.
To maintain high standards of service, eOrderIT offers a Service Level Agreement (SLA) with guaranteed response and resolution times:
Uptime Guarantee: We guarantee 98% uptime annually for all core services.
Response Times:
High Priority: Response within 3 hour during support hours.
Medium Priority: Response within 6 hours during support hours.
Low Priority: Response within 1 business day.
We value your feedback and use it to enhance our platform and services.
Feedback Surveys: After resolving your support requests, you may receive a survey to evaluate our service.
Feature Requests: If you have suggestions for new features or improvements, we welcome your input. Our team reviews all suggestions for future platform updates.
For any support inquiries, feel free to contact us using the following:
Email: [email protected]
