SERVICE LEVEL AGREEMENT (SLA) EXHIBIT A:
SCOPE OF SERVICES | TERMS & CONDITIONS
This Professional Services Agreement applies only to one (1) location, the location listed at:
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.
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.
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.
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.