Effective date: Aug 20, 2020
This Service Level Agreement (SLA) identifies the services that Websol Technologies will provide to all Websol downloadable digital products users who have subscribed to our special support and upgrades program.
The Company reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on this website immediately. Please check the latest information posted herein to inform yourself of any changes.
It is understood that a digital software product is a vital tool when it comes to providing excellent customer service automation to a business. This agreement understands this, and endeavors to provide a support package that will ensure that system ‘up time’ is maximized.
Prime Time Service is provided Monday through Thursday 10:00 a.m. to 6:30 p.m. and Friday 10:00 to 1:00 p.m. and 3:00 p.m. to 6:30 p.m. when Websol Technologies will be available to provide online tickets, email and telephone assistance in resolving reported problems.
Websol downloadable digital product users with additional add-ons will also be able to seek support from the related technical department during the above time frame.
The complete Websol downloadable digital software package will be supported (Till and Back Office software) and will include answering telephone, ticket and email queries, analyzing and correcting database issues and responding to operational procedures. Discussions on system enhancements will also be included, but see ‘Ongoing Development’ later in this document.
Should it be necessary to visit a business site on a support issue an agreed fee will be charged.
Corruption in databases will be corrected by restoring from the last good backup, so it is the user’s responsibility to ensure that backup of the database is performed frequently (ideally every day).
The following is not covered in this Service Level Agreement: -
The Websol digital software products will continue to be developed and enhanced. It is envisaged that a team of users be setup with a remit to look at the current Websol offering, and to decide what enhancements would be beneficial and desirable.
The maintenance of hardware is explicitly excluded from this agreement. Should maintenance of the till and all its peripherals be required a third party maintenance agreement should be sought.
It is recognized that some businesses would benefit from additional training. To this end additional training material will be provided and regional training sessions will be setup if requested.
Regional training sessions will be available if sufficient interest exists. An agreed charge (based on the number of attendees) will be made for this service and all additional training sessions other than the training included with the software package.
Users of the Websol digital software package will continue to receive support and updates as long as the annual subscription of software maintenance and updates service fee is paid. If the fee becomes more than 2 weeks after due date, Websol Technologies reserve the right to withdraw all services with immediate effect.
Users who terminate their support services either formally or by withdrawal of payment will no loger be provided further technical assistance/support and software updates.
If the store ceases to trade, Websol Technologies will have the right to dispose of any of the stores data held at the Websol Technologies office in any manner that it sees fit. This may simply be by removal or by passing it on to a third party.
If you have any questions about this SLA, please contact us.