Severity levels
| Level | What it means | Examples | First response | Target resolution |
|---|
| P1 · Critical | Service is down or you cannot take orders / payments | POS won't load; QR orders not reaching the kitchen; payments failing for all guests | 15 minutes, 24/7 | 2 hours |
| P2 · High | A major feature is broken with no workaround | Kitchen display frozen; reports wrong; a branch can't log in | 1 hour (support hours) | 1 business day |
| P3 · Normal | Something's wrong but you can keep working | A printer setting; a menu item not showing; a billing question | 4 hours (support hours) | 3 business days |
| P4 · Request | How-to help or a feature request | "How do I set up Happy Hour?"; "Can you add X?" | 1 business day | Answer or roadmap note |
Times are targets we hold ourselves to; they are not a guarantee of resolution time for issues outside our control (your internet, hardware, third-party gateways).
Escalation path
Tier 1In-app chat (fastest) or hello@onyxdine.com. For emergencies write "POS DOWN" first — it jumps the queue. You get a ticket number.
Tier 2Not resolved within the target above? Reply to your ticket with "Escalate", or email with subject "Escalation · #ticket". A senior support engineer takes over and confirms within 1 hour (support hours).
Tier 3Still open, or a P1 past 2 hours? It is automatically raised to management. You'll hear from a named person with a plan and an ETA. Email subject "Management · #ticket" reaches them directly.
Privacy / LegalData requests, breach concerns, legal notices: subject "Privacy" or "Legal" to the same address. Acknowledged within 2 business days; substantive reply within 30 days as required by law.
What to include so we can move fast
- Restaurant name and branch
- What you were doing, what happened, what you expected
- Device (tablet / phone / laptop) and app or browser
- A screenshot or the order number, if any
- Whether it affects one device, one screen, or everyone
Planned maintenance
Announced at least 48 hours ahead on the status page and by email, scheduled between 3am and 6am ET when restaurants are closed. We never deploy risky changes on Friday or Saturday evenings.