What our uptime promise means for your operation

Start with the whole service

A working ordering service depends on software, kiosk hardware, the network, payments and the POS. A screen that is switched on is not enough: customers need to complete an order and staff need to receive it.

Ask Tapit to document which parts are covered by the proposed service commitment and how availability is measured. Contractual scope, exclusions, response times and remedies belong in the agreed service terms. This guide does not add or replace those terms.

Monitoring and support

Tapit describes real-time kiosk health monitoring, notifications and end-to-end support for ongoing maintenance. For your deployment, agree who receives alerts, who responds outside normal hours and how a problem moves between suppliers.

Have store colleagues record the time and customer impact of incidents. Match that record to monitoring data so a fault does not disappear between support systems.

Check the failure cases

• Loss of store connectivity or power.
• An unavailable payment terminal or declined payment.
• A POS that cannot receive an order.
• A printer or other peripheral that needs attention.
• A software update or hardware replacement.

Ask for a demonstration of the actual behaviour in these cases. Offline ordering, offline payment and automatic recovery should not be assumed. Agree a workable fallback with store operations.

Separate the promise from the record

The 100% figure is Tapit’s service promise. It is not a published historical measurement for every customer installation. Any availability report should identify the period, covered components, measurement method and exclusions.

Bring your operating hours, existing support arrangements and continuity requirements to the service discussion.