POS License Maintenance Standard

Overview:

Our comprehensive technical support package ensures your restaurant's POS systems run smoothly, minimizing disruptions and maximizing efficiency.

1. Duration:

• 12 months from the date of activation, renewable annually, unless otherwise stated on invoice.

2. Support Scope and Channels:

• Feature and Functionality Support: To ensure certain cloud functions are active.
• Onsite Support: Technicians available for hardware and infra troubleshooting.
• Remote Support: Connect with our engineers via phone, email, or chat for prompt assistance.
• Online Portal: Access to a knowledge base, video tutorials, FAQs, and ticket submission(malls).

3. Response Time:

• Priority Response: Within 1 hour for critical issues, such as system down, printer failure etc.
• Standard Response: Within 24 hours for non-critical issues.

*A response refers to a technical personnel to understand and subsequently work on, or escalate the issue when necessary, and does not necessarily imply a resolution of the issue. 

4. Onsite Support:

• Regular Hours: Mon-Sat (9am-6pm).
• After Hours: Emergency support available at an additional fee, refer to fee table*.

5. Software Support:

• Software updates and patches.
• Bug fixes and performance improvements.
• Configuration and setting assistance.

6. Hardware Support:

• Diagnosis of POS hardware and peripherals sold by Megasafe.
• Replacement parts or arranging with manufacturers on the repair(as per warranty terms, parts cost is applicable after warranty). Excludes any networking products.
• Hardware upgrades consultation.

7. Training:

• Initial training for staff on POS usage.
• Online/Phone topic-specific Q&A available upon request.
• Access to online training materials.

8. Data Backup & Security:

• Assistance with scheduled/manual data backups to local POS storage or client’s cloud drive. 
• Windows updates to protect against threats. 

9. Network & Integration:

• Assistance with network troubleshooting. Excludes any repair or replacement of network devices.
• Troubleshooting on integration with third-party apps and services, if any. (tenant sales)

10. Cloud Infra:

• Report Sending to Preset Email: Easily schedule and send important reports to designated email addresses, facilitating efficient communication and decision-making.
• MEGAPOS Cloud Menus: Manage your POS menu settings on browser. 

11. Renewal Benefits:

• Discounts on system upgrades.
• Priority access to new features and modules.

Note: Support package terms are subject to change. Always ensure your system's software is updated to date to receive full support benefits.

Notes:

1. Report Sending to Preset Email(s): Easily schedule and send important reports to designated email addresses, facilitating efficient communication and decision-making.
2. MEGAPOS Cloud Menus: For 2022 version and above
3. Software and Hardware Troubleshooting remotely: Receive expert assistance for both software and hardware issues, enabling you to quickly resolve any technical challenges you may encounter over the internet or phone. 
4. Whatsapp & Phone Support: Our dedicated support team will be available to assist you online and via phone, ensuring you have access to assistance whenever you need it. 
5. *Shopping Mall GTO Integration:Empower you to operate your business in the shopping mall and stay compliant to integrate your POS systems with the shopping mall for sales submission.

Not covered under MEGAPOS License - Maintenance

1. Cost of POS Terminal / Hardware parts and accessories after warranty. 
2. Hardware Evaluation Charge by Original Manufacturer Service Centre, if any
3. Support costs for products/services not purchased from Megasafe
4. Support costs for use faults, e.g. power unplugged, virus infection, vandalism etc.
5. Full onsite re-training for front-end/back-end / IBE
6. Other usage request, such as menu reprogramming, converting of MEGAPOS license, one time setup-MEGAPOS Web Based Backend, network cable termination, network Cabling, ISP device Troubleshooting (routers), adding new features in software, cctv related service etc.