Compu-Save
Consulting Services
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Platinum
Support : This contract includes
unlimited hardware support and software support on the Point of Sale products sold by
Compu-Save only. All other software
support is to be provided by the software provider unless specifically agreed to
by Compu-Save. Service is performed by Compu-Save
via telephone,
modem, or on site visit as
necessary. Compu-Save must be allowed modem access prior to an on site visit if
requested. This contract has guaranteed telephone support hours of 10 AM to 8 PM
Monday through Saturday. Telephone response is guaranteed within one hour during
normal business hours, 10 AM to 8 PM Monday through Saturday, two hours at all
other times, with most responses in under fifteen minutes. Sunday telephone
coverage is also included for emergencies only during these same times. On site Sunday coverage is
available at a flat rate of $75.00 for "out of service" conditions
only, which will cover all travel expenses and time on site. Legal and religious Holidays are not
specifically covered although a technician may be available.
Same day on-site visits are guaranteed within four hours for out of
service conditions only. An out of service condition is defined as total
inability to conduct business. Service for all other conditions is guaranteed
within 24 hours. These calls must be received during normal business hours which
are 10 AM - 6 PM. Calls received outside of this time frame may, at the
discretion of Compu-Save, be handled as soon as possible on the following
business day. Non-emergency on site
service or support requests will be provided within 3 business days. Customers
are provided with a voice mail box, and a
secondary emergency call phone number. In the event of a voice mail failure, the
customer is required to leave a message on my cell phone voice mail. Response
time by a technician will be within six hours. A dedicated voice mail-box is to
be provided to facilitate essential requests.
This contract provides total
hardware and software service protection. All machines are repaired
on site or replaced with loaner units on the same business day of the
call. All labor is included with the customer to be billed only for the repair
or replacement of the defective parts (when not under warranty). The complete
network system, software, cable
(excluding network cabling) and configuration is
also covered under this agreement. Billable parts are billable at 15% above our
cost. All data related problems are
guaranteed restorable as of the last readable backup provided by the customer.
The customer is required to backup daily and regularly verify backup
integrity for this guarantee to remain
valid. Corrupted data files cannot be guaranteed restorable. This contract includes an
annual preventative maintenance on all equipment supplied by Compu-Save. This
support is to include cleaning, testing, and internal disk maintenance on all
equipment. At the time of
maintenance Compu-Save may replace or repair any units it considers a candidate
for failure. This service agreement does
not include fees for modification of the software or generation of additional
reports or programs. Three custom reports
will be provided free of charge during the contract year.
The request for custom reports or query building does not fall under the
definition of emergency service. These
requests will be handled on a timely basis,
generally from one to seven
days depending on complexity. The
scope of custom requests is limited to the data stored by the software.
Some requests may require program modification.
Price and time quotes for program modification
will be provided as necessary.
This agreement is valid under
all normal
conditions. In the unlikely event
of an act of God constituting a declared state of emergency, documented
medical emergency, accident
or mechanical breakdown, road
closure or traffic congestion beyond the
control of Compu-Save may affect the
delivery of service within the time frame
allowed. Please call me for pricing.
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