Select one of our available support subscription plans to complete the signup process of your account & your enrollment to Printalabs™ Membership Discount Program*

Available support subsciption plans & details:

• STANDARD SERVICE LEVEL AGREEMENT (SLA)

(Remote & Phone Support Only. Monday - Friday, 9AM - 5PM EST. - HOLIDAYS EXCLUDED)

For all afterhours service calls, standard rates of S85 per hour apply, with a minimum charge of 1 hour. (Credit card or bank account on file, with a signed payment authorization form is required).

Service calls for support requests outside the business hours schedule, are not considered priority incidents and will be handled the next available business day and during normal business hours.

For all service calls that take place after 10PM EST or for calls during weekends, a fee of $125 applies per service call.

Service rates are non-refundable regardless of the outcome! If a technician needs to visit your location for On-Site support, a service authorization form must be submitted online to schedule an appointment.

• PREMIUM SERVICE LEVEL AGREEMENT (SLA)

(Remote & Phone Support Only. 24/7 Availability, Major Holidays Excluded - Christmas Day, New Years Day, Independence Day, Thanksgiving Day).

If a technician needs to visit your location for On-Site support, a service authorization form must be submitted online to schedule an appointment.

TO VIEW A DETAILED SERVICE FEE SCHEDULE OF OUR SLA, PLEASE VISIT: https://www.poweruppos.com/sla

SERVICE LEVEL AGREEMENT (SLA) DEFINITIONS:

(KNOW WHAT YOU'RE AGREEING TO)

This Professional Services Agreement (this Service Level Agreement aka SLA) for services rendered, is made and entered into as of {date}, (effective date), by and between PowerUP POS, Inc. (the service provider), an S-Corporation organized and existing under the laws of State of Georgia, with its headquarters located at 111 Weaver Road, Warner Robins, Georgia 31093;

and {name}, {title} of {businessName}(the client), located at

{businessAddress}

WHEREAS, {name}, {title} of {businessName},(the client) whishes to obtain the professional services of PowerUP POS, Inc. aka the Service Provider; and,

WHEREAS, the Service Provider has the knowledge, skill and capability to perform such services for the client.

THEREFORE, in consideration of the foregoing, the parties intending to be legally bound, hereby agree to the following:

1. SCOPE OF SERVICES: The Service Provider is hereby retained by the Client, and Service Provider agrees to provide any of the listed services and based on the Client's needs, as set forth on Exhibit A' attached hereto and incorporated herein by this reference (the "SCOPE OF SERVICES"). Services shall be performed in accordance with the timeline set forth in Exhibit C, or any supplemental schedule prepared by the Service Provider and agreed to in writing by an authorized representative of {businessName}.
2. SERVICE REQUIREMENTS: The Services rendered / delivered hereunder shall conform in all material respects to (i) the specifications set forth in Exhibit A, (ii) the generally applicable Terms and Conditions, as set forth in Exhibit A attached hereto and is incorporated herein by reference (“Terms & Conditions”), and (iii) any other requirements agreed upon by the parties in writing. Service Provider agrees to use sound and professional principles and practices in accordance with normally accepted industry standards in rendering Services hereunder, and Service Provider further agrees that performance shall reflect the best professional knowledge, skill and judgment of Service Provider. Service Provider shall furnish competent personnel for fulfillment of its obligations. If the Client deems Service Provider personnel unsatisfactory to perform Services due to a failure by such personnel to comply with the terms and conditions imposed on Service Provider as set forth herein, such personnel shall be removed immediately.
3. NATURE OF SERVICES:
   • Work Product: Any and all reports, documentation, files, media and any other materials created or produced by Service Provider in connection with the Services rendered hereunder, shall be deemed "Work Product."
   • Work Made For Hire: The Work Product shall constitute works-made-for-hire belonging exclusively to the client. To the extend that any Work Product does not constitute a work-made-for-hire owned by the Client, Service Provider agrees to assign and transfer all of its rights, title & interested in such Work Product to the Client. BY EXCEPTION TO THIS RULE, FOLLOWING SERVICES & WORK PRODUCT MATERIALS, SOFTWARE, HARDWARE AND/OR EQUIPMENT, SHALL BE EXCLUDED BY ANY OWNERSHIP CLAIM BY THE CLIENT. ANY LEASED OR SUBSCRIPTION BASED SERVICES INCLUDING BUT NOT LIMITED TO: LEASED HARDWARE & EQUIPMENT, MONTHLY SUBSCRIBED WEB SERVICES, SUBSCRIPTION BASED SOFTWARE LICENSE(S), STREAMING SERVICES, DIGITAL MEDIA PROVIDED BY THE SERVICE PROVIDER, ETC.
   • Service Provider Proprietary Material: Client does not under this Agreement acquire any ownership rights in and/or to any software, software license(s), documentation, tools, techniques, methodologies or any other material which has not or is not created as part of the Services to be rendered hereunder which is propriatery to Service Provider.
   • Third Party Proprietary Material: The Client does not under this Agreement acquire any ownership rights in and/or to any software, documentation, tools, techniques, methodologies or other material which is proprietary to any third party (“Third Party Proprietary Material”). The Client shall be responsible for obtaining any necessary licenses for Third Party Proprietary Material. Service Provider may not incorporate any Third Party Proprietary Material into the Work Product without the prior written consent of the Client.
4. PAYMENT: The Client agrees to pay Service Provider by an automatic monthly recurring transaction of the Client's choice, by subscribing to Service Provider's Service Level Agreement (SLA), for all services provided in accordance with the terms of this agreement. The fee shall be due and payable at the same date (effective date) as indicated above, in which this Service Level Agreement became effective. Service Provider reserves the right to charge the Client's preferred payment method on file, any fees or expenses for all services that are outside of the scope of this Agreement or services that exceed the Agreement's coverage.
5. TERM: The term of this Agreement shall commence on the Effective Date and shall continue until either party cancels this Agreement in writing.
6. REIMBURSABLE COSTS: Client agrees to reimburse Service Provider for all costs incurred in connection with any Services rendered. Reimbursable costs include but not limited to, travel expenses, sub-contractors, materials, equipment leasing, shipping and/or delivery costs, copies, etc. that are incorporated herein by reference ("Reimbursable Costs"). Travel expenses are defined as air travel, lodging, meals and incidentals, ground transportation, tools, and all and any other costs associated with travel.
7. ENTIRE AGREEMENT: This Agreement, including the exhibits hereto, represents the entire agreement between the parties hereto and supersedes all prior and contemporaneous written or oral agreements and all other communications between the parties relating to the Services to be rendered hereunder. Any additions, deletions or modifications shall not be binding on either party unless accepted and approved in writing by duly authorized representatives of both parties. In the event of any contradictory provisions between ths Agreement and the terms of the any Exhibits, the terms set forth in the body of this Agreement shall prevail.
8. COUNTERPARTS: This Agreement may be executed in one or more counterparts, each of which will be deemed to be an original, and such counterparts will together constitute the same instument.
9. SEVERABILITY: The provisions of this Agreement shall be deemed severable, and if any protion shall be held invalid, illegal or unenforceable for any reason, the remainder of this Agreement shall be effective and binding upon the parties, unless to do so would clearly violate the present legal and valid intention of the parties hereto.
10. REMEDIES: Pursuit by either party of any rememndies described herein, or otherwise available at law or in equity, shall not preclude pursuit by that party of any other rememdy or remedies provided herein or otherwise available at law or in equity. All remedies, rights, undertakings, obligations and agreements shall be cumulative and none of them shall be in limitation of any other remedy, right, undertaking, obligation or agreement of either party.

IN WITNESS WHEREOF, this Professional Services Agreement (the Service Level Agreement or SLA), has been duly executed by the authorized representatives of the parties hereto as of the date first set above.

Date Signed: {date}

On behalf of {businessName} and by its {title}, {name} (the Client), for all requested services by the Service Provider;

Support Plan Subscribed: {selectA}

Digitally Signed: {typeA}

and,

on behalf of PowerUP POS, Inc. and by its CEO, Stefanos Lianos (the Service Provider), for all services rendered.

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT A:
SCOPE OF SERVICES | TERMS & CONDITIONS

1. ASSIGNMENT:

This Professional Services Agreement applies only to one (1) location, the location listed at:
{businessAddress}.

Any services requested for additional locations will require an active SLA per location, or they will be deemed out-of-scope work and charged at regular rates as indicated in the FEE SCHEDULE, incorporated in Exhibit B.

2. COVERAGE - POS SOFTWARE:
All software, software license(s), registration & activation, modifications, transfers, etc. are strictly limited to Point-of-Sale Software & Licensing provided by Aldelo LP. Licensing Transfers are limited to Aldelo Pay provided licenses.
NOTE: Perpetual License(s) CANNOT BE TRANSFERRED!
Only Aldelo software & Licensing including Aldelo POS, Aldelo EDC, Aldelo Express, Aldelo Kiosks and all Aldelo Pay Merchant Accounts which have been supplied by PowerUP POS, Inc. will be supported.

Aldelo Pay Merchants that have been signed up directly with Aldelo or with a different reseller, other than PowerUP POS, are not eligible for support services from PowerUP POS and must direct their support requests to their Service Providers.
Operating System Licenses (Microsoft Windows), are only supported for all equipment supplied by PowerUP POS. All and any Client Supplied software and/or equipment will not be supported under this Service Level Agreement and will be deemed out-of-scope work and charged at regular rates as indicated in the FEE SCHEDULE, incorporated in Exhibit B.

3. COVERAGE - POS HARDWARE & EQUIPMENT:
DEFINITION: Hardware & Equipment is defined as all Computer Work-Stations (All-in-One or Separate Units), Input Devices (Touch Screen Monitors, Keyboards, Barcode Scanners, Magnetic Card Readers, Credit/Debit Card PinPad EMV Devices [Chip Readers], etc.), Output Devices (Customer Displays, Monitors, Printers, etc.), Equipment Protection (Surge Protectors, Battery Backups, etc.) Local Network Distribution (Ethernet Switches, Firewall Devices, etc.)
ONLY Hardware & Equipment supplied by PowerUP POS, Inc. will be supported. Client supplied hardware or equipment will not be supported under this Service Level Agreement and will be deemed out-of-scope work and charged at regular rates as indicated in the FEE SCHEDULE, incorporated in Exhibit B.

4. COVERAGE - DIGITAL SIGNAGE:
HARDWARE & EQUIPMENT:
TVs / Display Monitors: All TVs and/or Display monitors are not supported by PowerUP POS but they might be supported under the manufacturer's warranty or protection plan, if you have purchased one.
Media Players: All Media Players are under 1 year warranty by the manufacturer, and are not supported by PowerUP POS. You may extend the warranty by purchasing an additional protection plan for your devices at the time of purchase only. Protection plans cannot be added after the initial purchase.
SOFTWARE & CONTENT STREAMING:
Software and content streaming is 100% covered under this agreement, provided that the required streaming subscription service is active and has not been suspended due to unpaid invoice(s). A reliable Internet Connection MUST BE available for Streaming Services, and there are other 3rd party devices or sevices that would block the Streaming Service, must be configured to allow acces, removed or disabled. (I.e: Router Firewalls, Managed Network, Etc.
DESIGN TEMPLATES:
Initial Design Templates are provided with the purchase and are included in the price. Additional Design Templates or Template changes are not covered under this agreement. All Design Templates are sold separately and 1 template per Media Player is required!

5. COVERAGE - SURVEILLANCE:
All and any surveillance equipment and any provided software, are not supported by PowerUP POS. Please refer to the manufacturer's warranty (If Any).

6. COVERAGE - WEB SERVICES:
WEB DESIGN - WEBSITES:
All web design services for websites are 100% supported under this agreement, provided that the subscription service is active and has not been suspended due to any unpaid invoice(s).
Online Ordering for Restaurants or E-Commerce Shopping Cart Additions are additional services and are add-ons to the web-services subscription and subject to additional charges.

ONLINE ORDERING FOR RESTAURANTS:
Online Menus & Ordering for Restaurants are 100% covered by this Agreement for all services. Such services include Menu & Items Pricing Updates, menu Items Changes, Pictures, Colors, Online Payments*, Order Printing, etc.

ONLINE PAYMENTS:

All online payments for online ordering services are only supported with an Authorize.Net account provided by PowerUP POS. For all others, please refer to your service provider!

E-COMMERCE SHOPPING CARTS:
E-Commerce Shopping carts are also covered under this Agreement, with the exception of Online Payments. For all online payments related requests, you must refer to your service provider. All other requests for cart updates, products, prices, design, etc. are supported & covered by PowerUP POS.

7. SERVICE LEVEL AGREEMENT PLANS & DETAILS:

• 1. STANDARD SERVICE LEVEL AGREEMENT (STANDARD SLA):
  Available for phone & remote support only.
  Availability: Monday - Friday, 9AM - 7PM EST. Holidays Excluded.
  Service calls outside of the business hours schedule are not considered priority incidents (unless otherwise specified by the Client), and will be handled on the next available business day and during normal business hours.
  Afterhours Service:
  All afterhours service calls are subjects to charges at the standard rates of $85 per hour, with a minimum charge of one (1) hour.
  A Payment Authorization Form is required. A Credit Card or Bank Account on File is Also Required. A Minimum charge of $85 will be applied immediately and prior to any work performed, and any additional charges for additional hours (If Applicable), will be applied at the end of the support session.
  Late Night or Weekends Requests:
  For all service calls that take place after 10PM EST or for calls during weekends, a service fee of $125 applies per service call, regardless of the outcome or the duration of the support session.
  ALL SERVICE CALL RATES ARE NON-REFUNDABLE, REGARDLESS OF THE OUTCOME. IF A TECHNICIAN IS REQUIRED TO VISIT YOUR LOCATION FOR ONSITE SUPPORT, A SERVICE AUTHORIZATION FORM MUST BE
  SUBMITTED ONLINE TO SCHEDULE AN APPOINTMENT.

• 2. PREMIUM SERVICE LEVEL AGREEMENT (PREMIUM SLA):
  Available for phone & remote support only.
  Availability: 24/7 Excluding major holidays.
  Holidays excluded: Christmas Day, New Years Day, Independence Day, Thanksgiving Day.
  IF A TECHNICIAN IS REQUIRED TO VISIT YOUR LOCATION FOR ONSITE SUPPORT, A SERVICE AUTHORIZATION FORM MUST BE SUBMITTED ONLINE TO SCHEDULE AN APPOINTMENT.

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT B:

FEE SCHEDULE

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT C:

RESPONSE & RESOLUTION TIMES

The following table shows the targets of response and resolution times for each priority level.

SUPPORT TIERS:

• Tier 1 Support:

All support tickets begin in tier 1, where initially assigned with a "Service Case Number, Work Order Number, Ticket Number or Reference Number". The issue is identified and clearly documented, and basic hardware / software troubleshooting is initiated if needed or changes and/or updates are scheduled for implementation.

• Tier 2 Support:

Support incidents that cannot be resolved under tier 1, or require higher level of attention, are escalated to Tier 2, where more complex support on hardware / software issues can be provided by more experienced technicians, or changes and /or updates are more complex.

• Tier 3 Support:

Unresolved incidents from Tier 2 are escalated to Tier 3 where the development team is assigned to resolve more complex issues where 3rd party applications are part of, or are the main cause of the incident. Also whenever a more complex level of implementation is required, tickets are escalated to Tier 3 support for the implementation of such services, changes or updates.

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT D:

DISCLAIMER OF LIABILITY

Client acknowledges that while PowerUP POS, Inc. (the Service Provider), will make every effort to ensure the safe operation of the system, PowerUP POS cannot guarrantee that any or all of the functionalities and system features will continue to operate uninterrupted. In case that services are interrupted for any reason, other than Software related issues, including but not limited to acts of God, severe wheather conditions, hardware & equipment mailfunctions, 3rd party service provider disruptions, enviromental accidents, improper usage of hardware-software or equipment, windows operating system issues or updates (windows updates), and any other reasons that will prevent PowerUP POS Technicians from accessing the system remotely, Client assumes all responsibility to take any action required or necessary, to restore such services, by either replacing faulty equipment/hardware, contacting responsible 3rd party service providers, or by contacting the manufacturer for faulty equipment replacement or exchange for equipment that is still under warranty.

CLIENT AGREES THAT POWERUP POS, INC. (THE SERVICE PROVIDER), WILL NOT BE HELD LIABLE FOR ANY OF THE SITUATIONS DESCRIBED ABOVE, THAT ARE BEYOND ITS CONTROL, AND WILL NOT BE HELD RESPONSIBLE FOR ANY DATA LOSS, LOSS OF USE, LOSS OF TIME, INCONVENIENCE, COMMERCIAL LOSS, LOST PROFITS OR SAVINGS, OR ANY OTHER IDENTICAL OR CONSEQUENTIAL DAMAGES, RESULTING FROM DEFECTS OR ALLEGED DEFECTS IN THE GOOD SOLD OR FROM THE SUBSEQUENT USE OF THE ITEMS. CLIENT AGREES TO DEFENT ANY SUIT, ACTION OR CAUSE OF ACTION BROUGHT AGAINST POWERUP POS, INC. ITS DIRECTORS, OFFICERS, EMPLOYEES AND ANY OTHER AGENTS OR REPRESENTATIVES BY ANY CLAIM OF DAMAGES OR LOSS, AND TO PAY ALL DAMAGES, COSTS AND EXPENSES INCLUDING BUT NOT LIMITED TO, ATTORNEY'S FEES OR LEGAL EXPENSES IN CONNECTION THEREWITH OR RESULTING THEREFROM.

PowerUP POS, Inc. Expressly disclaims responsibility for any 3rd party vendor's equipment quality, client supplied equipment (even if they have been tested, inspected & approved for operations by PowerUP POS's tech department), equipment compatibility, or failure to integrate. The support services stated herein, specifically and solely apply to only certified equipment, hardware and software supplied by PowerUP POS, Inc.

ANY NON-CERTIFIED HARDWARE & EQUIPMENT, AND ANY 3RD PARTY SOFTWARE, NON-SUPPLIED BY POWERUP POS, WILL NOT BE SUPPORTED!

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT E:

NON-CERTIFIED HARDWARE / EQUIPMENT & 3RD PARTY INTEGRATIONS

You may opt to use your own provided / existing hardware & equipment or any 3rd party integration, with or without inspection and appoval process by PowerUP POS's tech department.

By doing so, you understand and assume all risks of using non-certified hardware & equipment, and/or 3rd party software applications & integrations, and that you will be subject to additional charges per support requests, billed by the hour. No support requests will be guarranteed for any issues rising from the usage of such hardware, equipment and/or 3rd party integrations.

PLEASE NOTE: NO 3RD PARTY INTEGRATION OTHER THAN WHAT'S OFFERED BY ALDELO, LP. AND ITS AGENTS, HAS BEEN TESTED, CERTIFIED, APPROVED, OR HAS MADE THE EFFORT OF OBTAINING THE RIGHTS OF ACCESSING THE ALDELO APPLICATION PROGRAMMING INTERFACE (API). FURTHERMORE, IT HAS NO RIGHTS COLLECTING ANY FEES FROM YOU, CLAIMING THAT THE SERVICE PROVIDED BY SUCH PARTY, CAN FULLY INTEGRATE WITH ANY OF THE ALDELO SOFTWARE FAMILY.

Our support staff can confirm if a desired 3rd party integration is within Aldelo's Software Integration Scope.

ANY NON-CERTIFIED HARDWARE & EQUIPMENT, AND ANY 3RD PARTY SOFTWARE, NON-SUPPLIED BY POWERUP POS, WILL NOT BE SUPPORTED!

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT F:

ACKNOWLEDGEMENTS | UNATTENDED REMOTE ACCESS

By agreeing and subscribing to this Service Level Agreement, you affirm that you understand and agree to the following:

1. You understand that all of your computer systems covered under this Agreement, will be subjects to unattended access by PowerUP POS and its agents, through PowerUP POS's custom TeamViewer Module (Remote Access Software), and that you will not have any remote access to the TeamViewer's module, as a security measure to prevent any unauthorized access.
2. You acknowledge and accept that system permissions to all users, yourself included, will be limited, preventing users from changing system settings, installing unauthorized - unwanted software, and 3rd party applications of any kind, or using the system for reasons other than what was intended for, without the administrator's knowledge and approval of such actions.
3. You reserve the right at any time, to request from PowerUP POS IN WRITING ONLY, to provide you with full access and permissions, unlock your computers and help you setup your own passwords if such need rises in the future. You understand the risks of such action, and by doing so, you release PowerUP POS of any liability under this Service Level Agreement (SLA), and you have no further demands!

SERVICE LEVEL AGREEMENT (SLA) EXHIBIT G:

PAYMENT AUTHORIZATION FORM

By agreeing and subscribing to this Service Level Agreement, you affirm that you authorize PowerUP POS, Inc. to perform regularly charges to your Debit / Credit Card on file (the card information you entered for this subscription).

You will be charged the amount as indicated on the subscription service you have selected, and on the same date for each month as the effective date of this agreement.

I, {name}, {title} of {businessName}, located at {businessAddress}, authorize PowerUP POS, Inc. to perform regular, recurring charges to my debit/credit card, which information I used to subscribe to this Service, for each month thereafter and on the same date as the effective date of this agreement which is {date}.

I also authorize PowerUP POS, Inc. to charge my current payment method for all and any additional services provided which are deemed to be out-of-scope work, unless otherwise specified by me, in which case I will provide PowerUP POS, Inc. with a different payment method.

I understand that I have to keep my payment method with PowerUP POS, Inc. up to date, in order to receive any support services.

I acknowledge that any unpaid balances and overdue invoices must be paid in full & prior to any support requests, or my account will be set in "NOT PAID" status, and will not be eligible to receive any support services from PowerUP POS, Inc. and until my balance has been settled.

I understand that for all charges and support requests, I will receive an email reminder three (3) days prior to any charges to my account, followed by a receipt or invoice and all documentation of any support sessions by email, on the email account on file "{email}".

Digitally Signed on {date}

{typeA}