Last updated: 9/26/2023

Service Level Agreement

Table of Contents

  1. Introduction
  2. Service Description
  3. Service Performance and Standards
  4. Support Services
  5. Service Management
  6. Security and Data Protection
  7. Disaster Recovery and Business Continuity
  8. Service Changes and Amendments
  9. Service Pricing and Payment Terms
  10. Liabilities and Limitations
  11. Termination of Agreement
  12. Dispute Resolution
  13. Review and Amendment Process
  14. Conclusion

1. Introduction

This Service Level Agreement (SLA) is a formal document that outlines the level of service to be provided by Kotao LLC to its clients. This SLA is designed to ensure clarity and alignment regarding the standards of service between Kotao LLC and its clients.

Purpose of the SLA:

The primary purpose of this SLA is to establish a mutual understanding of services, priorities, responsibilities, and guarantees between Kotao LLC and its clients. This document aims to provide a clear, concise, and measurable description of the service provision that clients can expect from Kotao LLC, particularly regarding the Kotao Manager product.

Scope of Services Covered:

The services covered under this SLA include the Kotao Manager, a comprehensive management solution designed for the hospitality industry. This SLA covers aspects such as system availability, support services, data protection, and performance metrics. Kotao LLC guarantees an uptime of 99.999% for the Kotao Manager, underlining its commitment to reliability and exceptional service standards.

Parties Involved:

The terms and conditions set forth in this SLA apply to all clients of Kotao LLC who use the Kotao Manager, ensuring a uniform standard of service and accountability.

2. Service Description

This section of the Service Level Agreement (SLA) outlines the services provided under Kotao Manager, a comprehensive management system for hospitality and restaurant businesses.

Overview of Kotao Manager:

Kotao Manager is an all-in-one software solution designed to streamline operations within the hospitality industry. It integrates various functionalities including reservation management, staff scheduling, point-of-sale transactions, and customer relationship management. The platform is tailored to meet the needs of a range of hospitality-related businesses, from small cafés to large hotels and restaurants.

Services Included:

Service Exclusions or Limitations:

The services provided under Kotao Manager are designed to offer a comprehensive, user-friendly, and efficient experience for hospitality & restaurant management. By leveraging the latest technology and best practices, Kotao LLC ensures that its clients receive top-quality service that meets their unique business needs.

3. Service Performance and Standards

This section of the Service Level Agreement (SLA) specifies the performance standards and commitments that Kotao LLC adheres to for Kotao Manager, ensuring the highest level of service quality and reliability for its clients.

Availability and Uptime Commitments:

Performance Benchmarks:

Scheduled Maintenance Windows and Notifications:

Status Page:

Through these commitments and standards, Kotao LLC ensures that Kotao Manager remains a leading solution in the hospitality & restaurant industry, known for its reliability, performance, and user-centric approach.

4. Support Services

This section outlines the comprehensive support services provided by Kotao LLC for users of Kotao Manager, ensuring efficient and timely assistance for any issues or inquiries that may arise.

Support Hours and Availability:

Contact Channels:

Response and Resolution Time Objectives:

Our commitment to providing exceptional support services is a cornerstone of the Kotao Manager experience, ensuring that clients can depend on us for quick, effective, and reliable assistance.

5. Service Management

This section of the Service Level Agreement (SLA) details the procedures and practices for managing and maintaining the Kotao Manager service. It outlines the processes for reporting issues, requesting services, and escalating unresolved issues, as well as the mechanisms for conducting regular service reviews.

Procedures for Reporting Issues or Service Requests:

Escalation Process for Unresolved Issues:

Regular Service Reviews and Reporting:

Through meticulous service management, Kotao LLC is committed to maintaining the highest standards of service quality and client satisfaction, ensuring that the Kotao Manager remains a reliable and efficient tool for hospitality and restaurant management.

6. Security and Data Protection

Maintaining the security and integrity of client data is a cornerstone of Kotao Manager's service offering. Kotao LLC implements robust measures to ensure data protection, aligning with global compliance standards and providing clients with the assurance that their information is handled with the utmost care and professionalism.

Adherence to Compliance Standards:

Kotao LLC is committed to upholding data security standards, including compliance with the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and other relevant data protection laws. This compliance ensures the safeguarding of personal and sensitive information across all jurisdictions where Kotao Manager operates.

Data Backup and Restoration:

A comprehensive data backup strategy is in place, ensuring that client data is securely backed up at regular intervals. In the event of data loss or system failure, robust restoration protocols enable the swift and efficient recovery of data, minimizing any potential disruption to client operations.

Assurance of Data Confidentiality and Integrity:

Kotao LLC employs advanced encryption and security protocols to protect data confidentiality and integrity. Rigorous access controls and continuous monitoring are integral components of our security framework, providing clients with peace of mind that their data is secure from unauthorized access or breaches.

7. Disaster Recovery and Business Continuity

Kotao LLC recognizes the critical importance of maintaining continuous operations, even in the face of unforeseen events or disasters. Our comprehensive disaster recovery and business continuity plans are designed to ensure that Kotao Manager remains operational and accessible, safeguarding our clients' business processes against major disruptions.

Robust Disaster Recovery Plans:

Our disaster recovery strategy encompasses a range of scenarios, from minor technical glitches to major catastrophes. This plan includes rapid response protocols and advanced technological solutions to swiftly restore services and mitigate the impact on our clients' operations.

Effective Business Continuity Measures:

In the event of significant disruptions, Kotao LLC has implemented proactive business continuity measures. These include redundant systems and backups in multiple geographical locations, ensuring that Kotao Manager can continue to function effectively, even in adverse conditions. Our team is trained to respond swiftly and efficiently, minimizing downtime and preserving the integrity of our clients' operations.

Our commitment to robust disaster recovery and effective business continuity measures solidifies Kotao Manager as a resilient and reliable choice for clients who prioritize uninterrupted service in their hospitality and restaurant management needs. We stand prepared to face challenges head-on, ensuring that our clients' businesses remain operational and prosperous, no matter the circumstances.

8. Service Changes and Amendments

Kotao LLC is committed to continually enhancing the Kotao Manager experience. We understand that evolving market demands and technological advancements necessitate periodic updates and improvements. To manage these changes effectively and transparently, we have established a clear process for modifying service features or terms.

Structured Process for Service Modifications:

Any changes to Kotao Manager's features, functionality, or terms of service are conducted through a structured process. This ensures that all modifications align with our commitment to quality and client satisfaction. We evaluate the potential impact of these changes on our users and make every effort to enhance user experience and service efficiency.

Transparent Notification Protocols:

We believe in keeping our clients well-informed. Therefore, Kotao LLC will provide timely notifications regarding any significant changes to the service. Clients will be notified through their registered email addresses, announcements on our official website, and updates on our dedicated status page. We ensure that our clients have ample time to understand and adapt to these changes, maintaining a seamless transition.

9. Service Pricing and Payment Terms

Kotao LLC maintains a clear and detailed pricing structure for the Kotao Manager, ensuring our clients have a comprehensive understanding of the costs associated with using our service. Here are the key aspects of our pricing and payment terms:

Transparent Pricing Structure:

Kotao Manager offers a variety of pricing plans to accommodate the diverse needs of our clients in the hospitality and restaurant management sectors. These plans are designed to provide flexibility and value, catering to businesses of varying sizes and requirements. Our pricing details, including any applicable fees for additional features or services, are openly communicated to ensure clarity and transparency.

Billing and Payment Procedures:

Billing for Kotao Manager is conducted on a regular, pre-agreed schedule, with invoices detailing all charges and services provided. Payments are due as per the terms specified in the invoice. We accept various payment methods for the convenience of our clients. Our billing process is streamlined and user-friendly, ensuring ease of transaction and financial clarity.

SLA Compliance Penalties and Credits:

Kotao LLC is dedicated to upholding the highest standards of service as outlined in our SLA. Should we fail to meet these standards, we offer compensatory measures to our clients. This may include credits or penalties applied to subsequent billing cycles, as detailed in our SLA. These measures are part of our commitment to accountability and client satisfaction.

10. Liabilities and Limitations

In this section of the Service Level Agreement (SLA), we address the parameters of liabilities and limitations associated with the use of Kotao Manager. Our aim is to establish a fair and transparent framework for both Kotao LLC and our clients:

Limitations of Liability:

Kotao LLC's liability in connection with the provision of Kotao Manager is limited to the scope and obligations outlined in this SLA. Our liability is capped at the total amount paid by the client for the services over the last 12 months. This limitation does not negate our commitment to delivering high-quality services but ensures a balanced approach to risk allocation between Kotao LLC and our clients.


Certain circumstances beyond the reasonable control of Kotao LLC, such as natural disasters, acts of war, governmental actions, or other force majeure events, are excluded from our liability. In these scenarios, Kotao LLC is not responsible for any failure or delay in fulfilling our obligations under this SLA. This clause ensures fairness and acknowledges the unpredictable nature of such events.

Indemnification Clauses:

Clients agree to indemnify and hold harmless Kotao LLC against claims, actions, or expenses arising from the client's misuse of Kotao Manager, violation of applicable laws, or breach of the terms of this SLA. Similarly, Kotao LLC agrees to indemnify the client against any violations of intellectual property rights or other legal infringements on our part.

The liability terms within this SLA are crafted to protect both parties while upholding the integrity and reliability of Kotao Manager. Through these carefully considered limitations and indemnifications, we ensure that Kotao Manager remains a secure and trustworthy solution for our clients' needs.

11. Termination of Agreement

In this section of the Service Level Agreement (SLA), we outline the conditions and procedures governing the termination of the agreement between Kotao LLC and the client. This part is essential for ensuring a clear understanding of both parties' rights and obligations in the event that the service relationship needs to be concluded.

Conditions for Termination:

The SLA may be terminated by either party under certain circumstances. These include breach of contract, failure to pay dues, or mutual agreement to discontinue the service. Termination may also occur if either party ceases to operate its business or faces legal prohibitions against continuing the services.

Procedures for Termination:

A formal notice of termination must be provided by the party wishing to terminate the agreement. This notice should be in writing and adhere to the notice period as specified in the agreement. The termination process includes a review of obligations fulfilled by both parties and any financial settlements due as per the terms of the SLA.

Responsibilities upon Termination:

Upon termination, Kotao LLC will ensure that all client data is securely handled and returned or destroyed according to the client's preference and in compliance with data protection regulations. Clients are responsible for settling any outstanding payments. Kotao LLC will provide support during the transition phase to minimize disruptions to the client's operations.

12. Dispute Resolution

This section of the Service Level Agreement (SLA) outlines the approach and procedures Kotao LLC will adopt to address and resolve any disputes that may arise in relation to the SLA. Our goal is to ensure fair, efficient, and effective resolution of disputes, maintaining a positive and cooperative relationship with our clients.

Initial Resolution Efforts:

In the event of a dispute, Kotao LLC emphasizes the importance of initial, informal resolution efforts. Clients are encouraged to reach out directly to their designated account managers or the customer support team to discuss any issues or concerns. Our team is committed to understanding the client's perspective and working collaboratively towards a satisfactory solution.

Formal Dispute Resolution Process:

Should informal resolution efforts not lead to a mutually acceptable outcome, a formal dispute resolution process will be initiated. This process will involve a more detailed review of the dispute by senior management at Kotao LLC, ensuring a comprehensive and fair assessment. Clients will have the opportunity to present their case, and all relevant documentation and communication related to the dispute will be thoroughly reviewed.

Mediation and Arbitration:

If the dispute remains unresolved after the formal review, the parties may agree to engage in mediation or arbitration, involving an independent third party. The aim is to facilitate a negotiated agreement, offering a less formal and more expeditious alternative to litigation.

Governing Law and Jurisdiction:

This SLA and any disputes arising from it are governed by the laws of the United Arab Emirates. Any legal actions or proceedings relating to this SLA shall be brought exclusively in the courts of Dubai, UAE. Kotao LLC and the client agree to submit to the jurisdiction of these courts for the purposes of litigating any such action.

Commitment to Fair Resolution:

Kotao LLC is dedicated to maintaining a transparent, respectful, and fair approach throughout the dispute resolution process. We believe in nurturing trust and confidence with our clients, ensuring that any disputes are handled professionally and equitably.

In conclusion, while Kotao LLC endeavors to provide seamless and satisfactory services, we recognize the importance of having a clear and effective process for resolving disputes. We are committed to upholding the principles of fairness and mutual respect in all our interactions with clients, ensuring that any disagreements are resolved in a manner that upholds the integrity of our partnership.

13. Review and Amendment Process

IN this section, we establish a framework for the periodic review and potential amendment of the agreement. This process is vital to ensure that the SLA remains relevant and effective in addressing the evolving needs of both Kotao LLC and its clients.

Regular Review Process:

The SLA will be subject to a regular review at predetermined intervals, or as necessitated by significant changes in technology, regulatory requirements, or business operations. These reviews are crucial for maintaining the relevance and effectiveness of the SLA and ensuring that it continues to meet the highest standards of service delivery.

Amendment Procedure:

Should any changes or amendments to the SLA be required following a review, Kotao LLC will follow a structured procedure to implement these changes. Amendments will be made in consultation with relevant stakeholders to ensure they align with the needs and expectations of both parties.

Communication of Amendments:

Any amendments made to the SLA will be communicated to all clients in a timely and clear manner. Kotao LLC will use appropriate channels, such as email notifications or updates on the company website, to ensure clients are fully informed of any changes. The goal is to maintain transparency and keep clients well-informed about the terms of service they can expect.

14. Conclusion

In this final section of the Service Level Agreement (SLA) for Kotao Manager, we encapsulate the essence and overarching commitment of Kotao LLC to its clients. This SLA is more than a document; it represents a pledge to deliver exceptional service and a robust platform that caters to the dynamic needs of the hospitality and restaurant management industry.

Commitment to Excellence:

Kotao LLC's dedication to providing an unparalleled service experience is at the heart of this SLA. By adhering to the outlined terms, standards, and procedures, we aim to foster a relationship built on trust, reliability, and mutual success with our clients.

Emphasis on Partnership:

This SLA is crafted not just as an agreement but as a partnership framework. We view our clients not just as users of our platform but as partners in a journey towards achieving operational excellence and business growth.

Continuous Improvement:

Kotao LLC is committed to the continuous enhancement of Kotao Manager, driven by client feedback, technological advancements, and industry trends. This SLA will evolve in tandem, ensuring that our commitments and services are always aligned with the best interests of our clients.

Looking Forward:

We are excited about the opportunities this partnership presents and look forward to a long and successful relationship with each of our clients. Kotao Manager is more than a solution; it's a catalyst for transformation in the hospitality and restaurant management sector.