A Comprehensive support agreement is available from Posbase Technology. Comprehensive support includes all software service plus on-site remedial hardware and software field service. All equipments at the customer's location must be placed under contract.
A quotation may be requested at any stage for any of the following agreement levels
 |
|
| Option "A+" Agreement |
| Standby |
360 days per year
7 days a week
24 hours
5 day consultant available weekly |
| Response Time |
3 hour + travel guaranteed with
non-performance penalty clause |
| Dial up Support |
24 hour Support |
| Preventive Maintenance |
Quarterly preventative maintenance carried out on supported equipment |
| Backup System |
Monthly of-site full system backup fordisaster recovery if required |
| Documentation |
IT documents to be updated on a monthly basis |
| POS Checks |
Weekly for local sited and monthly for remote sites |
| Loan equipment |
Available |
| Help desk Access |
24 hours a day |
|
| Option "B" Agreement |
| Standby |
5 days a week
8:00 am to 17:00
24 hours a day phone only
2 day consultant available weekly |
| Response Time |
4 hour + travel guaranteed with
non-performance penalty clause |
| Dial up Support |
24 hour Support |
| Preventive Maintenance |
Quarterly preventative maintenance carried out on supported equipment |
| Backup System |
Monthly of-site full system backup for disaster recovery if required |
| Documentation |
IT documents to be updated on a monthly basis |
| POS Checks |
Weekly for local sited and monthly for remote sites |
| Loan equipment |
Available |
| Help desk Access |
24 hours a day |
|
|
| Option "C+" Agreement |
| Standby |
5 days a week
8:00 am to 17:00
24 hours a day phone only
Extra charge for after hours site support
2 day consultant available weekly |
| Response Time |
3 hour + travel guaranteed with
non-performance penalty clause |
| Dial up Support |
24 hour Support |
| Preventive Maintenance |
Quarterly preventative maintenance carried out on supported equipment |
| Backup System |
Monthly of-site full system backup fordisaster recovery if required |
| Documentation |
IT documents to be updated on a monthly basis |
| POS Checks |
Weekly for local sited and monthly for remote sites |
| Loan equipment |
Available free for the first 14 days, and a charge per day thereafter |
| Help desk Access |
24 hours a day |
|
