Description of Service: Labor maintenance service includes only labor expenses for on-site hardware repair.  This option excludes associated hardware equipment repair or replacement costs.  This service includes a flat fee based on the number of registers installed at the site.  Help Desk technicians will be responsible to assist store personnel with any configuration or recovery functions necessary to return the store to full operation when hardware is returned from depot repair. 

Incidents will be categorized based on priority level.

Priority 1[1] incidents will receive on-site service within 8 business hours from the time reported to the Help Desk, and resolved to at least a priority 2 level within 12 business hours.  All associated hardware equipment repair/replacement expenses not covered under original equipment manufacture (OEM) warranty will be billed to the store separately.

Priority 2 incidents will receive on-site service within 24 hours and will include all labor to resolve the situation.  Equipment will be repaired and shipped with-in 72 hours from receipt.[2] Equipment will be returned in the same shipping method received.

All associated hardware equipment repair/replacement expenses not covered under original OEM warranty will be billed to the store separately.

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, support, and on-site labor not relating to hardware and cable failure is outside the scope of this agreement and would be billed at A to Z Sound Services, Inc. /POS Solutions standard labor rates.  

Equipment Year 1

Subsequent Years

Managed Services

$300.00

$125.00

1 – 4 Registers

$950.00

$1000.00

5–8 Registers

$1100.00

$1200.00

9 – 15 Registers

$1400.00

$1500.00

Site Survey- Preventative Maintenance.

$150.00 [3]

$150.00