Support & Onsite Service Agreement

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Double Line Solutions, Inc – Support & Onsite Service Agreement

Overview

This Agreement outlines the Support and Onsite Services provided by Double Line Solutions (DLS).

Term

This Agreement is for an annual service beginning on January 1st, 2019 and it shall remain in effect until the end of the calendar year and thereafter renew annually on January 1st unless the Agreement is terminated by written notice by either party at least thirty (30) days prior to end of its initial term or any renewal term.

Customer Support Process

  • To reach DLS Support, please call 1.877.357.3572 (Option 1 for Support)

  • Depending on the issue – DLS will resolve over the phone, cross-ship replacement product, and/or dispatch a service technician (or offer alternative recommendations for a fix if not under DLS scope).

  • Calls are addressed at a “first come, first serve” basis and prioritized based on severity level.

Customer Support Requirements

DLS will provide our best effort to resolve each support issue quickly and effectively. To do this, we kindly ask our customers to assist us with the following:

  • Customer should provide a representative onsite to assist DLS with troubleshooting

  • Customer may be asked to take and share photos and accurately describe the situation

  • Customer must provide DLS access to relevant hardware and software

  • Remote access must be used through DLS secure BOMGAR connection method

Scope Of Services - Support

  • Support hours of operation are 24 hours/day, 7 days/week, 365 days/year

  • Support requests will be addressed based on the “Severity Levels” below. DLS will do our best to resolve each issue as quickly as possible.

Severity Levels

1) Severity Level 1 (Emergency/Highest Priority)

  • Entire system down

  • Online/mobile ordering down

  • Credit cards down

  • Expo down/ Main terminal failure

  • All printers down

2) Severity Level 2(Urgent Less than 1 Hour Response)

  • POS/KDS station failure

  • Printer failure

  • Other hardware failure

3) Severity Level 3(Non-Urgent Less than 24 Hours Response, M-F)

  • Item programming

  • Non-urgent HW/Software configuration

  • Reporting issue

4) Severity Level 4(Less than 48 Hours, M-F)

  • Sales request

  • Training request

  • Glitch/Bug research

  • Feature request

  • Other 

Services covered for contracted DLS Support customers

  • Remote troubleshooting for hardware and software failures

  • Break-fix resolutions / Hardware configuration

  • System configuration / adjustments

Services excluded*

  • 3rd party system support/setup/troubleshooting

* DLS is happy to assist with any issue you have, even if not covered under this contract. Non-covered calls will be billed at the rate listed below

Support Billable Rates

  • Contracted Customers (covered work)

    • Included

  • Contracted Customers (billable work)

    • $100 / hour

  • Non-contracted Customers (1 Hour Minimum – All support billable)

    • $150 / hour

Scope Of Services - Onsite Service

*DLS Onsite Service Contract is for LABOR ONLY. Hardware is not included and is billable*

  • Onsite Service standard hours of operation are 8AM – 5PM, 7Days/Week, 365 Days a year.

  • Service requests will be addressed based on the “Severity Levels” below. DLS will do our best to resolve each issue as quickly as possible.

  • DLS will dispatch a tech onsite if the issue cannot be fixed remotely, or by cross-shipment.

Severity Levels

1) Severity Level 1

  • Server failure (system down)

  • Catastrophic hardware failure (multiple stations)

  • Mounting failures

2) Severity Level 2

  • POS/KDS station failure

  • Printer failure

  • Online/mobile ordering down

  • Other hardware failure

Services Fovered For Contracted DLS Onsite Customers

  • Hardware replacement (labor only – hardware is billable)

  • Onsite troubleshooting (conditional on remote troubleshooting being completed)

Services Excluded*

  • Electrical systems

  • Network cabling + network infrastructure

  • 3rd party system support/setup/troubleshooting

* DLS is happy to assist with any issue you have, even if not covered under this contract. Non-covered calls will be billed at the rate listed below

Onsite Service Billable Rates:

  • Contracted Customers (Contract covered work)

    • No charge

  • Billable work (2 Hour Minimum)

    • $150 / hour