Compu-Save
Consulting Services
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Limited
Liability
Support : This contract includes
limited 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. On-site service coverage is limited to 3 on-site hours per
quarter in one incident with 2 hours maximum travel time (an incident is one
portal to portal service call). Additional service or
travel time on initial call or additional incidents are billed at $60.00 per
hour ($30 per hour travel) which represents a 25% discount off our normal labor
and travel rates. Other than these limitations of service time liability, you
enjoy the full service priority response rights of Gold or Platinum contract holders. 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 6 PM Monday through Saturday. Telephone response is
guaranteed within one hour during normal business hours, 10 AM to 6 PM Monday
through Saturday, two hours at all other times, with most responses in under
thirty minutes. 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 if this service call is connected with the allotted
service call for the quarter. If this is an additional service call over and
above the allotment, then the $75.00 charge is in addition to the $ 60.00 per
hour ($ 30 per hour travel) which was outlined above. Legal and religious Holidays are not specifically covered although a
technician may be available. Same
day on-site visits are guaranteed within five 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 5 business days. Customers are provided with a
voice mail box, and a secondary emergency cell 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 protection. All machines are repaired
on site on the same business day of the call if repairable and parts are
available. 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 20% 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. Preventative maintenance on
all equipment is optional but can be purchased from Compu-Save at the reduced
labor and travel rates. 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. Loaner equipment is not offered with this
plan. This service agreement does
not include fees for modification of the software or generation of additional
reports or programs. One
custom report will be provided free of charge during the paid quarter.
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.
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