Uptime, service level agreement (SLA) and service credits
NextUp's service level agreement is in section 14 of the Terms of Service. It targets 99% uptime in each calendar month for signing in, joining a line, and running the queue. A minute counts as downtime when the service can't be used for those things.
If uptime in a month falls below 99% but is at least 95%, you can get a credit of 10% of that month's subscription fee. Below 95%, the credit is 25%. To claim it, email support@nextupwalkin.com within 30 days after that month ends; the credit is applied to a later invoice.
These don't count as downtime: maintenance announced to owners at least 24 hours ahead, your own devices, internet, screens or QR codes, text and email delivery, payments, weather, and sign-in with Google or Apple. NextUp does not promise 99.9% uptime or high availability, and there is no public status page. Keep a fallback such as a paper list in case your internet or the service is down.
SMS terms
Contact NextUp support
Email support@nextupwalkin.com for help with your account, billing, data requests, uptime credits or anything the Help Center doesn't answer. You can also use the contact form on the Contact page. In the dashboard, the Help Center (Help and Support) has how-to guides for every screen and an Email support link.
When you write, include your business name and the location, and what you were trying to do, so support can help faster. Never send your password, staff PIN, API keys or full card numbers by email.
Contact
Is the staff PIN one per person?
No. The staff PIN is one code per location, shared by the staff screen devices at that location (like the front-desk tablet). It is not a personal PIN for each team member. Anyone with the PIN can open that location's staff screen, so change it when someone leaves; changing it signs out every device that used the old PIN.
For a personal login, each team member can have their own email sign-in for their own book, clients, pay and schedule, separate from the location PIN. Owners and managers sign in with their own accounts and can use the staff screen without the PIN.
Is two-factor authentication required?
Two-factor authentication (2FA) is optional for owners and managers. You can turn it on for your own account from the Account page at any time, and once it's on, a code is required at every later sign-in. NextUp recommends it, especially for owners. Staff using the shared staff screen PIN don't use 2FA.
2FA works with any authenticator app (TOTP), comes with one-time recovery codes, and once enabled is needed whichever way you sign in: password, emailed code or link, Google or Apple. It is not forced on business accounts.
Using NextUp responsibly: texting rules and acceptable use
Texting customers is regulated in the United States. NextUp keeps texting consent-based: a customer is texted only when they enter their own mobile number and tick the consent box. Don't tick the box for a customer, don't import or paste in phone number lists, and don't use visit texts for marketing; visit texts are only about that visit. When a customer replies STOP, NextUp stops texting them.
You must not add fake entries to a line, try to access another business's data, scrape the service, or upload content you don't have the right to use (including photos of people who haven't agreed). NextUp is for businesses and customers in the United States.
SMS terms
Things NextUp does not do (POS, card readers, SSO)
To set the right expectations, NextUp does not:
- Integrate with a point-of-sale (POS) system, a card reader, or Tap to Pay. In-person payments stay with what you use today. Online tips, deposits, memberships and packages go through your own Stripe account.
- Offer single sign-on (SAML or OpenID Connect), SCIM, custom roles, or a feed into a security monitoring (SIEM) system.
- Offer a permanent free plan; there is a 14-day free trial.
- Promise 99.9% uptime, high availability, or a public status page. The commitment is 99% monthly uptime with service credits, in Terms of Service section 14.
- Send texts on every account today: NextUp's texting is still being switched on, so text messages may not be going out on your account yet.
- Import phone number lists for texting.
Security
What the NextUp assistant can and can't do
The NextUp assistant answers questions about using NextUp: setting up the line, screens, settings, billing and so on. It only knows about NextUp and your own business's account.
It cannot see or share other businesses' data, and it won't follow instructions to ignore its rules or reveal private information. It can't send texts or emails to your customers, take payments, or change billing for you. It isn't a lawyer, accountant or financial advisor, so for legal, tax or payroll questions check with a professional. For anything it can't answer, email support@nextupwalkin.com.
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