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Description
of Services: Hardware
Only maintenance service includes unlimited hardware repair expenses.
Associated labor expenses are not covered.
Store personnel are responsible for hardware removal/installation.
Help Desk technicians will be responsible to assist store personnel
with any configuration or recovery functions necessary to return store to
full operation. Incidents will
be categorized based on priority level.
Priority 1
[1]Equipment
will be repaired and shipped with-in 24 business hours from date of
receipt. Equipment will be retuned via ground shipment, unless previously
requested.
Priority 2.
Equipment will be repaired and shipped with-in 72 hours from
receipt[
Equipment will be retuned via ground shipment. Unless previously
requested.
All Charges for Incoming/Outgoing freight
will be billed to site.
Store Personnel are required
to provide reasonable trouble-shooting assistance in order to diagnose
system problem. Repair due to
gross negligence, abuse, spills, or Acts of God may be excluded from
contract coverage. Software installation, configuration and support
are intended to be provided by your PCPOS help desk and are outside the
scope of this agreement.
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