Scope of Support
The software support services provided hereunder will only include services in respect of Errors. Errors refer to Software Errors. A software error is a flaw, failure or fault in a computer program or system that causes it to produce an incorrect or unexpected result, or to behave in unintended ways.
Client shall be solely responsible for attending to and rectifying all problems that are not Errors. TallOrder Solutions may provide support in respect of any problem that is not an Error, but may charge Service Fees in respect of such support. TallOrder Solutions may also charge for all time reasonably spent and all expenses incurred by it in order to verify that a problem reported is not an Error. These extra charges will be discussed with the client before the additional support is provided so that the client understands what they will be charged for.
Severity
When reporting an Error, Client in consultation with TallOrder Solutions will reasonably allocate a Severity Level to its support requests in accordance with the table below:
| Severity Level |
Definition of Severity |
| Severity 1 |
Service is unavailable. |
| Severity 2 |
The TallOrder Service is available but severely degraded. |
| Severity 3 |
The TallOrder Service is available but moderately impaired or the problem can be circumvented. |
Logging
All problems logged by Client must be reported in accordance with the standard TallOrder Solutions incident reporting procedures. All problems must be reported to TallOrder Solutions’ (or its designated Service Partners) service desk:
-
- Via email to support@tallorderpos.com or help@tallorderpos.com the client will receive a ticket number as a reference.
- Via telephone on +27 (0) 21 201 1579
- Online via the TallOrder Solutions web based portal. https://cloudonehelp.freshdesk.com/support/home
- In addition to the above, Client shall be furnished with the details of a dedicated account manager who will be responsible for dealing with all queries submitted by Client, including queries relating to problems.
Response
Depending on the severity level of the reported problem, TallOrder Solutions will use commercially reasonable endeavours to respond to Client in respect of all problems reported and to provide a workaround or solution for Errors within the following time frames:
| Severity Level |
Response Time |
Resolution Time |
| Severity 1 |
2 Support Hours |
6 Support Hours |
| Severity 2 |
4 Support Hours |
24 Support Hours |
| Severity 3 |
8 Support Hours |
N/A |
