Service description and service levels

Carta provides web-based creation, editing, AI-assisted extraction and translation, design, publication and analysis of digital menus. Starter covers up to 2 restaurants. Custom services are governed by the individual quote.

Carta targets 99.0% availability per calendar month. Availability is the time during which the app and published menus are materially usable at Carta’s service handover point, divided by the total time in the month.

Announced maintenance, necessary emergency maintenance, force majeure, failures outside Carta’s responsibility and failures caused by the customer or its systems do not count as downtime. The target is not a strict no-fault guarantee; statutory defect rights remain unaffected.

Significant planned maintenance is announced at least 48 hours in advance where possible. Security and emergency measures may be performed without notice.

Support: hey@carta.so. Standard hours: Monday to Friday, 09:00 to 17:00 Europe/Berlin, excluding public holidays in Baden-Württemberg. Initial response is normally provided within 2 business days. Critical incidents may also be reported via +49 152 23373152. Response time means acknowledgement or qualified initial handling, not necessarily resolution.

No specific restoration or backup commitment applies until Carta has put a documented backup system into production and confirmed it to the customer. Until then, customers should retain their original files.