Support Policy
Effective date: 27 June 2026
This policy explains how Zesty handles customer support, launch support coverage, escalation, and maintenance communication for restaurant organizations using the platform.
Support channels
Customers can contact Zesty through the in-app support experience where available or by emailing hello@zesty.id. Support requests should include the organization name, affected branch, user role, a short description of the issue, screenshots or logs where safe to share, and the business impact.
Do not include passwords, card numbers, private keys, OTPs, recovery codes, or other secrets in support messages.
Response targets
Zesty triages support requests by impact:
| Priority | Example | Target |
|---|---|---|
| Critical | Production ordering, billing, login, or payment flow unavailable for an active customer | Initial response as soon as possible during launch coverage |
| High | Major workflow degraded, such as kitchen display, printer dispatch, or day-close reporting blocked | Same business day where launch support is active |
| Medium | Important feature issue with a workaround available | Next business day where launch support is active |
| Low | General questions, documentation requests, or cosmetic issues | Best effort |
These targets are operational goals, not a service-level agreement, unless a written customer contract says otherwise.
Escalation
Critical issues may be escalated to engineering, operations, billing, or infrastructure owners depending on the affected system. Zesty may request temporary diagnostic access, logs, reproduction steps, or a safe test account to investigate.
Maintenance and incidents
For planned maintenance, Zesty aims to communicate expected timing, affected services, and customer action where practical. For incidents, Zesty may provide status updates through direct support channels, the public status page, or customer-specific communication.
Customer responsibilities
Restaurant organizations are responsible for maintaining accurate admin contacts, removing staff access when roles change, keeping devices and browsers supported, configuring printers and local networks safely, and reviewing order, payment, tax, and reconciliation records.
Exclusions
Support does not include accounting, legal, tax, employment, food-safety, or business advice. Zesty may help export data or explain product behavior, but restaurants remain responsible for their own operations and compliance decisions.
Contact
For support policy questions, use Contact Zesty, email hello@zesty.id, or use the in-app support channel where available.