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21POS, INC. 4041 Wilshire Blvd. #103. LOS ANGELES.

CA 90010 TEL: 213-596-0936 FAX:213-384-1713

MAINTENANCE INFORMATION
We offer different levels of maintenance for your 21POS Point of Sale System. As a matter of

policy, depending on the level of service you have selected, your call may be delayed due to higher priority calls. This information is based on a site located in Category A area with a one (1) year contract. GOLD Service No initial charge for On-Site Support. Next-Day Service for priority 1 & 2. Priority access to our senior support staff. Hardware warranty service with no extra charge based on the manufacturers limited warranty. Free temporary replacement rental service for POS terminal, DVR Server, Receipt printer, Kitchen printer, Barcode Scanner, Cash drawer. Telephone technical support during extended business hours (8:00 am to 10:00 pm Pacific Time, Monday through Sunday).

Unlimited e-mail or web site technical support. Complimentary compatible software upgrades and updates. 15% discount on paper and ribbon. No shipping charges on any order or replacement (including weekends and holidays). SILVER Service No initial charge for On-Site Support. On-Site Support at $ 20.00/hour. 48 Hours Response Service for priority 1 & 2. Priority access to our senior support staff. Hardware warranty service with no extra charge based on the manufacturers limited warranty. Flat rental fee for POS terminal, DVR Server, Receipt printer, Kitchen printer, Barcode Scanner, Cash drawer. Telephone technical support during business hours (8:00 am to 8:00 pm Pacific Time, Monday through Saturday). Unlimited e-mail or web site technical support. Complimentary compatible software upgrades and updates. 10% discount on paper and ribbon; 5% discount on all other supplies. No shipping charges on any order or replacement

21POS, INC. 4041 Wilshire Blvd. #103. LOS ANGELES. CA 90010 TEL: 213-596-0936 FAX:213-384-1713

BRONZE Service No Initial charge for On-Site Support. On-Site Support at $ 30.00/hour. Flat rental fee for POS terminal, DVR Server, Receipt printer, Kitchen printer, Barcode Scanner, Cash drawer. Limited telephone technical support during business hours (9:00 am to 5:00 pm Pacific Time, Monday through Friday). Complimentary compatible software upgrade and updates.

5% discount on paper and ribbon. No shipping charges on any order NON CONTRACT Service $2.00 Initial charge for Technical Support on the Telephone or Internet with $0.50 for each additional minute. (This rate applies for any out of contract support time) $60.00/hr including traffic time with $95 initial charge for On-Site Support. $50.00 on Software upgrades and updates by remote control.

PER INCIDENT Service: (1ticket covers two hours of support on-site) 1 Ticket: $299 3 Tickets: $599 5 Tickets: $999

Site Category Category A: Mileage within 50 miles Category B: Mileage between 50 miles to 100 miles Category C: Mileage over 100 miles Category B & C is negotiable for extra charge based on the initial contract.

Priority Levels Priority 1 - Urgent: System Down : e.g. complete system down issues such as file server crash and complete network communications down. Priority 2 - High: Revenue/Guest Issues, Revenue/guest affected issues: e.g. Partially down systems such as a terminal down, printer down, credit card swipe not working. Priority 3 - Medium: Operational/Reporting Issues, Operational/reporting issues: e.g. Reports not balancing, non-critical issues. Priority 4 - Low: Request/Supply Orders, Requests/supply orders/non-critical status calls.

21POS, INC. 4041 Wilshire Blvd. #103. LOS ANGELES. CA 90010 TEL: 213-596-0936 FAX:213-384-1713

Required Customer information for all calls Site Name & site code/number. Callers First and Last Name & Contact Phone Number. Description of the issue along with exact wording of any error message. Details of what was being done prior to, during, and after the issue. Verify Billing Status and Fax Credit Card billing Form if needed. Verify PCAnywhere Phone Number or Remote Access Control passcode. Non-Maintenance customers must sign and fax back the credit card billing authorization form prior to assistance with a call. Email 21POS Support Center For non-emergency support you may email: support@21pos.com (24-hour response time during regular business hours)

*** Please note: Although the support center is available late night, weekends, and holidays, it is generally available for emergency purposes only (priority levels 1&2). Non-critical issues (priority levels 3&4) are handled during normal business hours. Normal business hours are Monday through Friday, 8:30am 6:30pm Pacific Time.

PRICE SCHEDULE:
GOLD Service Internet Ready - $89.00/month. Each additional station or server at $20.00 each. Without Internet Ready - $100.00/month. Each additional station at $30.00 each. SILVER Service Internet Ready - $49.00/month. Each additional station at $15.00 each. Without Internet Ready - $60.00/month. Each additional station at $25.00 each. BRONZE Service Internet Ready - $25.00/month. Each additional station at $10.00 each. Without Internet Ready - $40.00/month. Each additional station at $20.00 each.

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