Our commitments to you for 设置, installation, 软件 support and 硬件 support.
This Service Level Agreement ("SLA") is entered into between Andromeda UK Services Ltd ("Andromeda", "we", "us", "our") and the Customer ("you", "your") and sets out the service levels that will apply to the services provided by Andromeda under the main services agreement between the parties.
You will supply your business logo in high-resolution format suitable for print and digital use. Wording on the logo should be limited to the 餐厅 name only and must match the name on the signed agreement. We reserve the right to request a replacement logo where the supplied file is unsuitable for reproduction.
Where you engage our online ordering website, we will apply your brand in line with brand guidelines supplied by you at least two weeks prior to the agreed go-live date. Where no brand guidelines are provided we will use a generic home-page image and a standard brand palette. Minor branding changes requested within the first 月 of service are provided 免费 of charge.
Your domain and your customer database belong to you. We will not tie you into a long-term contract on the online ordering service: you may terminate the online ordering service with one 月's written notice.
We build the initial 菜单 from the most recent published 菜单 you supply. Before build commences we will submit an outline structure for your approval. Minor changes following approval will be applied within three working days. Major changes (affecting 10–50% of the 菜单) are provided 免费 of charge up to twice per year and are completed within ten working days. Rebuilds affecting more than 50% of the 菜单 are chargeable at our then-current professional-services rate.
Hardware installation is delivered by qualified third-party engineers. Standard installation hours are 9:00am to 5:30pm, Monday to Friday, excluding UK public holidays. Installations outside standard hours may be arranged by agreement and are chargeable at our then-current out-of-hours rate.
Our helpdesk is available from 8:00am to midnight, seven days a week. Calls and screen-share sessions may be recorded for training and quality purposes. 技术支持 may be requested by phone, email or via the customer portal, and our engineers use TeamViewer for remote diagnosis. To enable remote support, your server must remain connected to the internet at all times.
We operate four priority levels for 软件 incidents: Urgent — system down, preventing trading; High — major feature impaired; Medium — minor feature impaired; Low — cosmetic or informational. Our target is to respond to 85% of tickets within the priority response window and to achieve same-day resolution on 70% of tickets opened before 4:00pm.
Where you take our 订阅 硬件 option, we provide breakdown cover for the duration of the 订阅 and a four-year 硬件 refresh cycle. On-site replacement cover is provided for the first three years: tickets logged with the helpdesk before 2:00pm on a working day will be attended on a next-working-day basis. Engineer visits take place between 9:00am and 5:30pm, Monday to Friday.
The following are excluded from standard support cover and may be chargeable:
Any questions about this SLA should be directed to:
Andromeda UK Services Ltd
Victory House, Business Park
400 Pavilion Drive
Northampton NN4 7PA
info@andromedapos.com