Effective Date: 2024-11-01
This Technical Services Policy outlines the terms and conditions for technical support and services provided by Vic-Tek Inc. This policy applies to all customers with active support contracts, setting forth the scope of services, service availability, emergency support, and payment requirements.
1.Scope of Technical Services
1.1.Definitions
- POS System: Refers to the Point of Sale (POS) system, including the software, hardware, and all peripherals attached, such as printers, scanners, card readers, and displays, purchased and installed through Vic-Tek Inc.
- Payment Solution: The payment solution includes the payment terminal and payment processing software integrated with a specific provider approved by Vic-Tek Inc.
- Technical Support: Assistance provided for setup, configuration, troubleshooting, and maintenance of the POS system. Support includes both remote and on-site services based on the customer’s support or maintenance contract.
- Routine Maintenance: Scheduled check-ups, software updates, and preventive measures to maintain optimal system performance and address minor issues before they become critical.
- Emergency Support: Immediate response services provided for critical system failures impacting business operations.
- On-Call Support: After-hours support provided for urgent issues by an on-call technician, as per the emergency support schedule.
1.2.Support Eligibility
- Standard Support Services: Provided only to customers with an active support or maintenance contract. This includes assistance with setup, configuration, troubleshooting, and maintenance of the POS system.
- Payment Solution Support: Available exclusively to customers who have purchased their payment solution through Vic-Tek Inc. Customers using a third-party payment solution will not receive support for payment-related issues beyond the defined POS system scope.
1.3.Service Guarantees
- Response Time: Vic-Tek Inc.is committed to respond to any service request as soon as possible.
- Resolution Commitment: While Vic-Tek Inc. aims to resolve issues as quickly as possible, resolution times may vary based on issue complexity and the resources required.
2.Hours of Service
2.1.Regular Support Hours
- Available Monday to Friday, 8:00 a.m. – 5:00 p.m. EST.
- Services requested during these hours will be attended to within the guaranteed response time.
2.2.Emergency Support Hours
- Available Weekdays: 5:00 p.m. – 10:00 p.m. EST, and Weekends and Holidays: 8:00 a.m. – 10:00 p.m. EST
- Emergency support is available to all customers at 1.5 times the standard hourly rate, with a minimum 30-minute charge payable in advance.
3.Support Structure and Escalation Process
Vic-Tek Inc. offers a structured support process to ensure efficient resolution:
- Initial Support: All support requests begin with phone or chat assistance, where technicians evaluate the issue and determine if an on-site visit is necessary.
- Escalation: In cases where more complex issues arise, support will escalate through up to three levels of remote support, particularly if software malfunctions or advanced troubleshooting is required.
- On-Site Support: If deemed necessary, an on-site visit will be scheduled at a convenient time. The on-site intervention will proceed based on the scheduled plan and assessment conducted remotely.
4.Non-Contracted Customer Support
For customers with no active support contract, each intervention is charged:
- Remote support is available at the standard hourly rate, with a minimum charge of 30 minutes.
- On-site support, if required, includes a minimum charge of 1 hour at the standard hourly rate.
- Travel time will be billed at the standard hourly rate with a minimum charge of 1 hour.
5.Equipment Guarantee
- Coverage and Repairs: Equipment purchased new from Vic-Tek Inc. is covered by a 12-month guarantee from the invoice date. During this guarantee period, Vic-Tek Inc. commits to performing the necessary repairs or, if required, replacing the equipment with an equivalent model.
- Scope of Guarantee: The equipment guarantee covers issues and damage arising from normal use of the equipment. Special circumstances, misuse, or abuse are not covered under this guarantee. Examples of exclusions include, but are not limited to, power surges, user mishandling, and water damage.
6.Payment Terms
- Regular Service Charges: For services rendered during regular support hours, payment is due immediately after the support session is completed.
- Emergency Services Payment: Emergency services require a minimum charge payment in advance, with any additional charges due immediately upon completion of the service.
7.Terms and Conditions
- Service Limitations: Vic-Tek Inc. limits support services to issues within the defined functionality of the POS system and covered payment solutions. The following is a non exhaustive list of issues outside the scope of our support services: Internet connectivity problems, Power outages and related disruptions, Third-party software issues, External hardware not covered by our equipment guarantee
- Cancellation and Rescheduling: Service requests can be canceled or rescheduled.
- Liability: Vic-Tek Inc. is not liable for indirect damages, including business interruption or loss of data, resulting from delays or inability to resolve issues within estimated timelines.
- Confidentiality: All client data accessed during support services will be handled confidentially and in compliance with data protection regulations.
8.Policy Amendments
Vic-Tek Inc. reserves the right to amend this Technical Services Policy and Terms and Conditions at any time. Changes will be communicated to customers at least 30 days prior to implementation.
9.Contact Information
For further details or questions regarding this policy, please contact Vic-Tek Inc. by phone, email or using our online form. Visit our contact website page for details: https://www.vic-tek.com/en/contact-us.