Security, uptime, incident response
Restaurants do not get nights off. Neither does our on-call.
Card data stays with the bank. Never on your tablet. The system stays up when you need it most. And there is a human you can reach when the kitchen is already slammed at 7pm on a Saturday.
If a franchise audit or your developer needs the technical detail, this is the page to send them.
All systems operational
99.93%
28-day uptime
Uptime and support
99.9% monthly uptime target for POS core, written into the contract on Scale tier. Targets are commitments on paper for enterprise customers, not marketing fluff.
99.9%
Uptime target (annualised, platform core)
Measured against core ordering and POS cloud services. Planned maintenance is communicated in advance; emergency patches are rare and announced when customer-visible. Exact definitions and exclusions are in your service agreement.
Support channels
In-service phone
For customers with active support entitlement; routing prioritises open tickets affecting trading.
Email & support dashboard
Async updates with traceable threads for your bookkeeper and IT contact.
Account teams
Multi-site and enterprise customers get named contacts and escalation paths.
Security controls
Defence in depth: identity, least privilege, monitoring and vendor diligence.
Encryption
Encryption in transit (TLS) for client connections; encryption at rest for persisted data in line with cloud provider standards.
Access control
Role-based access control in-product; administrative access logged and limited to least privilege.
Testing & monitoring
Annual third-party penetration tests and continuous dependency monitoring, remediation prioritised by severity.
Vendor diligence
Vendor review for subprocessors that touch production or customer data; list available under NDA for enterprise procurement.
Two-factor authentication
Two-factor authentication (TOTP) for admin and manager accounts. An extra layer of protection beyond passwords.
Operational safeguards
These controls protect order accuracy, cash traceability, and trading continuity when the issue is operational rather than security-specific.
Duplicate order prevention
Built-in idempotency keys ensure network retries never create double charges.
Cash drawer audit trail
Every open, close, deposit and withdrawal is timestamped and attributed to a staff member.
Privacy and compliance overview
We align to common expectations; your counsel confirms fit for your jurisdictions.
Policies & processing
Privacy policies describe what we collect, why we process it and how long we retain operational data. For EU/UK and similar regimes, data processing terms cover lawful bases, subprocessor transparency and cross-border safeguards where applicable.
Marketing consent
We support customer obligations around marketing consent, guest preferences and unsubscribe flows are designed into ordering and loyalty. You configure what you ask for; we help you keep records coherent for audits.
Incident response
When something goes wrong, clarity beats spin.
- 1
Detect
Automated alerts on error rates, latency and security signals. On-duty engineers for production services.
- 2
Communicate
Status updates for customer-impacting events; root-cause summaries after resolution for account teams.
- 3
Remediate
Patches, configuration fixes and follow-up actions tracked to completion, post-incident reviews for critical incidents.
Backup and change management
Recoverability and predictable releases reduce operational risk.
Backups
Database backups with retention aligned to tier; point-in-time recovery where offered by the datastore. Test restores are performed on a schedule, ask for the latest recovery point / recovery time objective (RPO/RTO) figures for enterprise agreements.
Change management
Controlled rollouts for risky changes; staged updates for core services. Breaking connection changes go through retirement windows where integration partners connect.
Support channels (summary)
Customer support
Reach us at support@nextorder.com.
Phone (UK)
Security disclosures
Report vulnerabilities to security@nextorder.com with reproduction steps, we coordinate responsible disclosure.
Role-based access and device-bound auth
Owner-only workflows, role-scoped dashboards, device pairing with revocation. Access controls that hold up in compliance reviews.
- PrivateRoute permissions per page. Users, Reports, Settings, SMS Marketing all gated
- PERSONAL user type for owner-only workflows (SMS, sensitive settings)
- Staff Roles per dashboard tier. Cashier, shift lead, area manager all see different data
- Owner-only device pairing with one-click revocation when a device goes missing
- Error monitoring across user sessions so on-call response is fast at peak
- Customer-record sync so support and the floor see the same guest
Frequently asked questions
What operators ask us before they sign.
Where is my data stored?
Your data is securely hosted on Google Cloud with multi-region redundancy, so a single data-centre outage never takes your venue offline. Your customer list, your order history and your menu stay yours. If your franchise audit or insurance broker needs the full list of partners we use under the hood (the security industry calls them subprocessors), we share the documentation directly.
Can I get my data out if I ever leave?
Yes. You can export your customer list, order history and configuration any time. Same as while you are active. If you ever decide to move to another platform, we work with you on a clean handover so nothing gets lost: spreadsheet exports of everything, help moving the data across, and an agreed switch-over date. Your data is always yours to take.
How is card data handled?
Card numbers stay with the bank. Never on your tablet, never in our database. When a customer enters their card, Next Order Payments takes over for online and the in-store terminal handles tap, chip and wallet for in-person. We get back a token (a stand-in for the card) so the customer can use saved cards on a return visit, but we never see the actual number. That means card-data compliance sits with the terminal and processor, not with you. Your payments contract spells out who handles what if anything goes wrong.
Review security with your team
Procurement and IT get direct answers. Schedule a session with solutions engineering.