GoTab Resilience Center
Multi-Device Offline + Recovery Console
An in-product "keep selling" suite that detects degraded connectivity, keeps orders/tabs flowing across devices locally during outages, and guides fast recovery with a reconciliation/audit console.
Target Segments
- High-throughput venuesFood halls, bars, breweries, event spaces where downtime during peak hours is devastating
- Multi-location SMB/mid-market (3-20 locations)Downtime risk compounds across sites; need visibility into location health
Why Now
- • GoTab's biggest product risk is trust/reliability perception—VoC calls out unexpected outages during open hours and tablet-to-terminal communication issues
- • Competitor "offline" is often constrained or operationally painful (device isolation, explicit limitations, batch burden)
- • GoTab already has offline behavior documented but it's not yet a marketed, measurable, operator-grade product experience
- • Addressing this directly converts reliability objections in competitive bake-offs
Objectives
Keep Selling During Connectivity Loss
Enable degraded-mode selling across devices with clear operator UX so staff knows what's happening and what to do
Fast Recovery
Reduce operational risk and manager time needed to reconcile after an incident
Reduce Support Burden
Lower support tickets from reliability incidents with better in-product tooling
Improve Buyer Trust (Competitive)
Win competitive deals where reliability/offline is a top objection
User Personas
GM / Operator
Confidence to stay open and recover cleanly
Shift Lead / FOH Lead
Simple, obvious "what to do now" guidance at peak—can't be reading manuals during a rush
Servers / Bartenders
Fast order + payment that works even when Wi-Fi is unstable
Kitchen Lead / Expo
Tickets keep flowing without duplicates
Finance / Controller
Clean closeout + post-incident reconciliation and audit trail
Functional Requirements
Core capabilities required to deliver on the stated objectives.
Degraded Mode Detection + Banner
Persistent UI banner appears within 10s of threshold breach with clickable checklist. Thresholds configurable per location.
Local-First Order Queue
Orders can be created and routed while offline. Queued items sync on reconnect without duplicates. Scope-limited edits offline.
Idempotent Sync Engine
Replayed operations do not duplicate tickets/payments. Conflict items generated when needed. Uses operation IDs + retries.
Recovery Console
Manager sees timeline, queue status, conflicts. Can export Post-Incident Report. Web app + role-gated.
Terminal Comm Triage Wizard
Wizard resolves common pairing issues. Logs steps taken. Offers fallback options. Directly targets VoC pain point.
Location Health Heartbeat
Status updates every 30s. Central view shows last-seen for each location. Enables CS + ops visibility.
Kitchen Routing Continuity
Tickets still print/route locally during WAN outage. Marked "queued". Requires local network availability.
Post-Incident Report Export
CSV/PDF export includes incident window, queued vs posted, conflicts resolved. Format stable for finance.
Conflict Resolution UI
Manager can merge/confirm duplicates with audit log. Guardrails required.
Multi-Location Health Dashboard
View by location: status, last heartbeat, incidents. May be in admin portal.
Offline Drills + Training
Guided micro-training + printable runbook for staff. Enablement-focused.
Status Page Integration
Status surfaced in app; links to status history. Addresses GoTab status gap noted in competitive analysis.
Success Metrics
| Metric | Baseline | Target | Change |
|---|---|---|---|
| Connectivity-Related Incident Impact | 60 min/month | ≤20 min/month | 67% |
| Keep Selling Rate | 50% | ≥85% | +35pp |
| Support Tickets (offline/outage/payment device) | 40/100 locations/month | ≤25/100 locations/month | 38% |
| Recovery Reconciliation Time | 45 minutes | ≤15 minutes | 67% |
Rollout Plan
Discovery + Design
Validate degraded-mode UX with 6-8 operators. Prototype Recovery Console. Define offline queue + idempotency model.
Build MVP
Degraded detection + banner/checklist. Local-first order queue + idempotent sync. Recovery Console v1. Terminal comm triage wizard v1.
Pilot
6-10 locations total: 3-5 high-throughput venues + 3-5 locations from a 3-20 location SMB chain.
Beta
Add conflict handling, Post-Incident Report export, multi-location Health Dashboard. Packaging + enablement for sales.
GA
Harden reliability surfaces. Offline drills module. Expand to 30-50 locations. Publish internal SLOs.
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