Last updated October 2025 – Section 1.7, 1.8, 5.4 – 5.6 and 6 incorporates updates to Business Hours, Support Hours, Ticket Priorities, On-Call System, and AI ChatBot support.
Here at Kobas we understand our responsibility to provide rock solid in-venue EPoS and Cloud based hospitality business management platforms. This Kobas Service Level Agreement (“SLA”) details our commitment to our paying clients. It explains how we strive to ensure our systems are available for use, and our support arrangements should things unfortunately go wrong.
1. Some definitions
1.1 Our web sites, EPoS systems, associated data processing and emailing facilities are collectively known as the “services”.
1.2 “We” or “us” are Kobas, a trading name of Hospitality Tech Holdings Ltd, registered in England and Wales with company number 12360644.
1.3 “You” or “the user” are a user of our Cloud based hospitality management platform, or our in-venue EPoS system, working for a paying Kobas client.
1.4 Annual Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the year in which Kobas Cloud or EPoS, as applicable, is “Unavailable” outside of planned maintenance events.
1.5 “Unavailable” and “Unavailability” mean:
For Kobas Cloud, when it is not possible to connect to our Cloud User Interface, or Public API, from any and all internet connections, or when a persistent code 500 Internal Server error is experienced for all requests.
For Kobas EPoS, when it is not possible to perform EPoS transactions, when it has been absolutely proven that the Local Area Network (LAN) is functioning correctly. Note that while the Wide Area Network (WAN / Internet) is not required for Kobas EPoS to function, it is required for remote troubleshooting, software upgrades and support assistance.
1.6 All times are in UK time unless otherwise stated.
1.7 “Business Hours” means 09:30 to 18:00, Monday to Friday, excluding public holidays in England & Wales.
1.8 Our Support Hours:
- Monday to Friday: 09:30 to 18:00 (Business Hours)
- Saturday & Public Holidays*: 09:30 to 18:00
- AI chatbot provides 24/7 support for most questions and issues.
- 365-day coverage 08:00 – midnight on-call to respond to P1 issues. See section 5.4 for definition.
* Exceptions (covered by the 365-day on-call rota, see section 5.6): 25th December, 26th December, 1st January. Public Holidays in England & Wales.
2. Goals & objectives
The purpose of this agreement is to ensure proper process and commitments are in place to provide essential business tools to the user. This agreement seeks to present a clear, concise and measurable description of your Kobas service provision, and to match perceptions of expected service provision with actual service support and delivery.
While this agreement outlines our minimum obligations to you, we will always strive to exceed them. A higher level of service agreement is available upon request and is subject to a premium.
3. Service scope
The following services are covered by this agreement:
- The Kobas Cloud hospitality management platform.
- The Kobas Application Programming Interface (KAPI).
- Kobas in-venue Electronic Point of Sale (EPoS) systems.
- Telephone support.
- Monitored email support.
- AI chatbot and Live Chat.
- Planned or emergency on-site assistance (extra costs apply).
4. Your requirements
In order to meet your requirements in support of this agreement, you must:
- Provide reasonable availability of representatives when establishing new systems and when resolving service-related incidents or requests.
- Notify us in advance of any venue network or internet infrastructure changes, so we can advise of consequential risk to the service we provide.
- Provide us with email and telephone details for a named contact for network infrastructure problems at each of your trading venues.
- Ensure payment for all support costs are met at the agreed interval.
5. Our commitments
5.1 Planned maintenance events
There is a weekly routine maintenance window between 05:00 and 06:00 UTC on Monday mornings. Outside of this, we commit to providing appropriate notification to you ahead of all other planned maintenance events. This would be a minimum of two business days ahead of an event. If an event is expected to take more than 2 hours, or conflict with trading hours, we would provide a minimum of 5 business days of notice. Wherever possible, we will perform such events outside of your trading hours, and outside of UK business hours.
5.2 Automated backups and patches
The Kobas Cloud and KAPI services run on Amazon Web Services (AWS). All data is routinely backed up between 03:00 and 04:00 UTC daily, which may result in a slight loss of performance at that time. When necessary, software package maintenance occurs between 05:00 and 06:00 UTC on Monday mornings, and brief outages are possible (though rare) during this time. Kobas Cloud backups are stored for 40 days.
Kobas EPoS servers run on dedicated hardware in your venue. We run remote backups at 05:00 UTC daily. At this time performance may be briefly reduced, but the EPoS will still function. The nature of our continuous delivery of software means that your EPoS software could be patched at any time without unavailability; though we always strive to perform non-trivial updates outside of your venue’s trading hours. Operating system updates occasionally require a remote reboot which will result in a brief outage. If this is necessary, it will be performed outside of your venue’s trading hours. Kobas EPoS backups are stored for 31 days.
5.3 Uptime
With the exclusion of planned maintenance events (5.1) and automated backups and patches (5.2), we commit to Kobas Cloud, KAPI and EPoS services maintaining a minimum of 99.95% annual uptime. This allows for a maximum of 278 minutes of unavailability for each service throughout the year – an average of 22 minutes a month.
Our availability and historical performance are monitored by AWS alarms, Pingdom, and from our own external monitoring software.
5.4 Support ticket priority and response time
All tickets will be reviewed within 2 hours (and typically much sooner) via our on-call system (08:00 – 00:00 daily).
P1 – Critical: Business-critical functions are affected (e.g., taking payments, running payroll).
- Actioned within 2 hours (typically sooner)
- Resolved as quickly as practicably possible, regardless of resources required
P2 – High: Likely software bugs or hardware/infrastructure issues requiring investigation and resolution.
- Responded to within the same Support Day they are raised (within hours) or the next Support Day if raised out of hours
P3 – Standard: General functionality questions, requests for configuration changes, or issues related to client-side network/infrastructure.
- Responded to within 2 Business Days
5.5 Access to support
The quickest and most effective way to get answers to questions is to use our AI chatbot, trained on Kobas-specific knowledge. Where the AI service doesn’t answer the question, or the client remains unsatisfied, the client will be connected to the support team by live chat or email.
Our phone line for support is reserved for P1 matters only and is active during Support Hours.
5.6 On-call system
We operate an on-call system from 08:00 to 00:00 every day of the year (including Sundays and Public Holidays):
- All tickets are reviewed within 2 hours (and typically much sooner) during these hours.
- The on-call system is specifically designed to identify and escalate P1 matters rapidly.
- Where a P1 issue is identified, it will be actioned within 2 hours (and typically much sooner).
- We will resolve P1 matters as quickly as possible.
6. Service assumptions
Changes to services provided and this SLA will be communicated to Kobas clients.
Electricity supply, Internet connectivity and Local Area Network (LAN) systems will be stable when service incidents are reported to us.
Additional Service Assumptions:
- Kobas services run over your Local Area Network (LAN), and some elements require an internet connection. Responsibility for the LAN, internet connectivity, and power supply lies with you, where Kobas may provide advice or troubleshooting support.
- Remote support is often possible when devices are connected to your LAN and internet.
- Where hardware replacement is required, Kobas has arrangements with manufacturers to provide a shipping-based resolution.
- If a site visit is required, additional charges will usually apply.
7. Exclusions
This Service Level does not apply to any unavailability of our services under the following circumstances:
- Caused by factors outside of our reasonable control, including any force majeure event or large-scale Internet access or related problems.
- If the origin of any service interruption is proven to be the result of faults with or failure of your equipment, software or other technology and/or third-party equipment (other than within our direct control).
- Following suspension or termination of your Kobas account.
Thank you for using Kobas.