7 days a week
Every hour your restaurant is open — weekends, holidays, dinner rush, closing time. If you're working, we're working.
Partnership perks · Customer success
If your restaurant is open, we're open.
A real customer success team — not a ticket queue — available seven days a week, in real time. Text us during the dinner rush and get a real answer back in minutes, not hours. A dedicated success manager for every restaurant. Proactive monitoring. Emergency escalation to an engineer on the phone, not a chatbot.
Included in every Labrador partnership · No support tiers, no extra fees
How we show up
A partner, not a portal.
Every restaurant on Labrador gets the same promise — real people, real-time, every hour you're open.
Real-time SMS support
Text the same number you use with guests. A real person on our success team replies — usually within a few minutes.
Named success manager
Every restaurant gets a dedicated point of contact who knows your menu, your setup, and your team by name.
Proactive monitoring
If we see your POS lag or internet drop, we're texting you before you notice. Issues caught before guests see them.
Emergency escalation
POS down on a Saturday night? One text gets a real engineer on the phone. Not a chatbot. Not a ticket number.
Ongoing training
New hire? New feature? We'll train your team in-person or over video. No "please read the docs" — we come to you.
Real incident, real timeline
Saturday, 7:14 PM. What happens next.
An actual incident flow — not a marketing promise. This is how we respond when something breaks mid-service.
T + 0:00
Text comes in
Maya texts "our kiosk just froze mid-order." Her message lands on our success team's shared queue and pages the on-call manager.
T + 0:30s
Acknowledged
A real human replies: "On it — diagnosing now." You know a person is working on it, not a bot and not a ticket.
T + 2:00
Fixed remotely
Our team remotely reboots the kiosk. Order queue preserved, no data lost, line keeps moving. Most issues resolved in the same text thread.
T + 20m
Follow-up check-in
"Keep an eye on it — I'll text after dinner to make sure nothing else pops up." We close the loop every time.
7/7
Days a week, every hour you're open
<5 min
Median SMS reply time
1
Named success manager per restaurant
0
Chatbots answering your texts
Who you're texting
Real operators, not a call center.
Our success team is made up of former restaurant GMs, chefs, and technical operators. When you text, you're not getting a scripted reply — you're getting someone who's stood behind a counter on a Saturday night.
- Every success manager has worked at least 2 years in a restaurant before joining Labrador
- Success managers stay with your account — no ticket shuffling, no re-explaining your menu every time
- On-call engineers are cross-trained on every Labrador module so any issue gets solved in one conversation
- We meet with every restaurant monthly to review performance, surface opportunities, and spot problems early
D
David · Success Manager
Former GM, wood-fired pizzeria · 8 yrs
M
Maya · Success Manager
Former line cook + FOH supervisor · 5 yrs
R
Ravi · On-call Engineer
Handles Saturday-night emergencies
Questions, answered
Partner Support FAQ
No. There's one tier. Every Labrador restaurant gets the same real-time SMS support, named success manager, proactive monitoring, and emergency escalation. It's part of the partnership, not a paid upgrade.
Median SMS reply is under 5 minutes during a restaurant's open hours. Emergency escalations (POS down, payments failing) get a human engineer on the phone within 10 minutes — including nights and weekends.
Your success manager owns it from first text to resolution. If an engineer is needed, they loop one in on the same thread — no "please open a ticket and we'll get back to you."
Especially then. If a Labrador system causes a missed order or lost revenue, we credit the restaurant without debate. Our incentive is that you stay — so we fix the incident, we fix the root cause, and we make it right.
Yes — phone works too. But most operators prefer SMS because it's discreet (you can text from the floor without stepping away) and it leaves a written record. You pick the channel.
After your restaurant closes, on-call coverage continues for emergencies (POS down, payment issues) through an engineer's phone. For non-urgent messages, your success manager replies first thing the next morning.
Part of the partnership