TWOTOUCHPOS SOFTWARE

SERVICE SUPPORT AGREEMENT

HELP DESK SUPPORT Business Hours: Monday through Friday 8 AM – 7 PM EST

CALL: 888.756.7994 (Excluding Holidays)
Calls made after hours activate an automated notification system. Leave all pertinent information when prompted
including: Description of Problem, Call Back Number, Establishment Name, Caller’s Name etc.

SERVICE STANDARD NO PLAN

TwoTouchPOS Software Updates to correct Covered Not Covered

reported software problems will be sent to
customer as needed. Priority updates affecting
data or reporting integrity will be released
immediately. Customer will be notified in
advance of these updates in order to schedule
execution of software changes.

Updates to third party software are excluded.

TwoTouchPOS Software Upgrades that add Covered Not Covered

additional features will be sent to the customer
as these updates become available. This
Agreement does not include Version upgrades,
i.e. V2.00 to V3.00. Version upgrades will be
offered to the customer on a chargeable basis.

Updates to third party software are excluded.

User Questions
Pertaining to the Operation of the Software
Some examples listed below:
- How do I add a menu item
- How do I change my speed screen
- I forgot to adjust tips and I closed out
what do I do
TwoTouchPOS Technical Problems
An error or malfunction that interferes with
the usability of TwoTouchPOS.
System is down and you cannot operate.
Monday thru Friday
8 AM – 7PM EST (excluding
holidays)
Unlimited number of calls included
in cost
Unlimited number of calls included
in cost
24 hours per day / 7 days a week.
Monday through Friday 8 AM – 7
PM EST (excluding holidays)
charged at $150 per hour/$150
minimum charge.
Credit Card required.
Calls will be handled after
customers with current Service
Agreement.
Calls received outside of
business hours, will be
returned the NEXT BUSINESS
day.
Monday through Friday 8 AM – 7
PM EST (excluding holidays)
charged at $150 per hour/$150
minimum charge.

Immediate Response Call Back Credit Card required.

Calls will be handled after
customers with current Service
Agreement.

Calls received outside of

business hours, will be
returned the NEXT BUSINESS
day.

Ver. 06.05.07
Service Support Agreement is limited to TwoTouchPOS software only. The following ARE NOT
COVERED and are Subject to Charge:
►Any issues related to, caused by or resulting from networking, wiring or cabling problems of systems
►Any issues related to, caused by or resulting from DSL or Internet connectivity problems
►Problems or issues caused by or resulting from unauthorized changes made to TwoTouchPOS equipment,
peripherals, etc.
►Problems or issues caused by or related to computer viruses
The security and protection of the TwoTouchPOS network and the data and applications on that network is solely and
entirely the responsibility of the customer. A properly configured firewall is required for each site using a persistent
connection to the Public Internet or any private internal network where there is a potential for unauthorized access to the
TwoTouchPOS network. The customer is solely and entirely responsible for the security of their TwoTouchPOS
network, and their data against unauthorized access and any damages and support costs as a result of any unauthorized
access.

THIS IS MOST CLEARLY AN ISSUE (but not limited to) THE FOLLOWING SCENARIOS: Systems with persistent
connections to the internet transmitting credit card or gift card transactions over the internet using TwoTouchPOS or 3rd
party SSL.

DATA RECOVERY
TwoTouchPOS will not be responsible for loss of any and all data stored on customer’s computer or disk drives.
Customer is urged to back-up data on a regular basis to prevent such catastrophes. COBRA Systems, Inc. will not be
responsible for re-creation of any lost data due to computer malfunctions.

RENEWAL of SERVICE SUPPORT AGREEMENT

This Agreement will renew itself automatically each month at rates and terms in effect at time of renewal unless canceled
in writing with 30 days notice by either party. Upon receipt of a written cancellation, service of software will terminate after
the 30 day period. Renewal payments must be received in advance of the monthly renewal date to avoid lapse of
coverage. Any service support contract canceled by the customer with a portion of the Agreement still unused will be
refunded in the issuance of a credit memo for other Cobra Systems, Inc. products such as supplies, ribbons, paper,
service, equipment, etc.

Prices, terms and conditions of this Agreement are subject to change without notice.

Ver. 06.05.07
Payment Form
Please complete the information below to indicate that you Accept or Decline the Service Support Agreement.

SERVICE SUPPORT AGREEMENT ACCEPTED

LOCATION NAME (Please Print)

SIGNATURE __________________________________________________DATE ________________________
METHOD OF PAYMENT
‰ Bill Me Annually – Get 1 Month Free. 12 months coverage - Pay for only 11
NUMBER OF STATIONS 1– 5 OVER 5 STATIONS
BROADBAND $549.45 per year $769.45 per year
DIAL UP $769.45 per year $989.45 per year

‰ Charge Monthly to My Credit Card.

NUMBER OF STATIONS 1– 5 OVER 5 STATIONS
BROADBAND $49.95 per month $69.95 per month
DIAL UP $69.95 per month $89.95 per month

Please complete the following information:

‰ MC ‰ VISA ‰ Discover ‰ American Express
Name on Credit Card _______________________________________________________________________
Billing Address: Street _________________________________________________ Apt_________________
City _______________________________________________ State ____________Zip _________________
Credit Card # ________________________________________________________ Expiration Date _______
Card Verification # ____________________________________________________
(Last 3 digits for VISA/MC on reverse of card, 4 digits for American Express on front of card)
Note: If customer is on a pay plan with TwoTouchPOS, Service Support is required and will automatically be
billed with your Monthly Payment unless one of the options above is requested.

SERVICE SUPPORT AGREEMENT DECLINED

CUSTOMER NAME (Please Print) _______________________________________________________________

SIGNATURE __________________________________________________DATE ________________________

CUSTOMER COPY
Ver. 06.05.07
Payment Form
Please complete the information below to indicate that you Accept or Decline the Service Support Agreement.

SERVICE SUPPORT AGREEMENT ACCEPTED

LOCATION NAME (Please Print)

SIGNATURE __________________________________________________DATE ________________________
METHOD OF PAYMENT
‰ Bill Me Annually – Receive 12 months coverage for the same price as 11 months.
NUMBER OF STATIONS 1– 5 OVER 5 STATIONS
BROADBAND $549.45 per year $769.45 per year
DIAL UP $769.45 per year $989.45 per year

‰ Charge Monthly to My Credit Card.

NUMBER OF STATIONS 1– 5 OVER 5 STATIONS
BROADBAND $49.95 per month $69.95 per month
DIAL UP $69.95 per month $89.95 per month

Please complete the following information:

‰ MC ‰ VISA ‰ Discover ‰ American Express
Name on Credit Card _______________________________________________________________________
Billing Address: Street _________________________________________________ Apt_________________
City _______________________________________________ State ____________Zip _________________
Credit Card # ________________________________________________________ Expiration Date _______
Card Verification # ____________________________________________________
(Last 3 digits for VISA/MC on reverse of card, 4 digits for American Express on front of card)
Note: If customer is on a pay plan with TwoTouchPOS, Service Support is required and will automatically be
billed with your Monthly Payment unless one of the options above is requested.

SERVICE SUPPORT AGREEMENT DECLINED

CUSTOMER NAME (Please Print) _______________________________________________________________

SIGNATURE __________________________________________________DATE ________________________

ORIGINAL – Return to TwoTouchPOS

Ver. 06.05.07