The following will be initially covered services, until root cause identification occurs or a remediation path is recommended.
The following services are not typically covered unless specifically listed in the Services Covered Section.:
IMS will provide remote technical assistance and consultation to customers with a current IMS Support Agreement, based on coverage hours per your specific Support Agreement . All support requests should be made by going to the IMS Customer portal through the internet (http://connect.ims-pos.com/support) via supplied User ID and password, and secondarily through the IMS support telephone number, 1-866-741-0811.
IMS representatives will record all error reports and coordinate responses in the following manner: For all reported errors, IMS will assign a Call Tracking Number. Calls will be returned according to the Priority Levels indicated in Tables I – II below. IMS may provide repairs by furnishing corrective software or site specific problem resolutions steps for Company’s installation.
|HIGH Emergency Response||Critical Impact / System down. All environments. A critical condition rendering the POS software inoperable, affecting Company’s business with no acceptable workaround, or causing a serious adverse impact to Company’s business operations. Requires constant dedicated Company and IMS resources. POS Software Inoperable Definition: The following conditions constitute the POS software being inoperable: The POS server is down; The POS server components will not respond to network requests from any POS systems causing a complete disruption of business, and all IMS controlled networks have been certified to be working or the POS software responds to network requests but fails to process data correctly and such failure causes a serious adverse impact to Company’s business operations. If the POS server is operational and the parties later, in good faith, determine that the failure results from the actions or systems of the Company, or non-IMS provided systems which render the overall POS system to be inoperable, Company must coordinate pertinent resources outside of IMS to complete permanent resolution of any issues.|
|MEDIUM||Significant business impact. All environments. A severe restriction, but not a complete obstacle, to Company’s ability to use the POS software or the performance of Company’s business operations. No acceptable workaround. IMS may request Company resources as necessary. If the POS server is operational and the parties later, in good faith, determine that the failure results from the actions or systems of the Company, or non-IMS provided systems which render the overall POS system to be inoperable, Company must coordinate pertinent resources outside of IMS to complete permanent resolution of any issues.|
|LOW||Some business impact. All environments. A limitation on Company’ use of the POS software, but an acceptable workaround exists.|
|Priority Level||Initial Response Time||Schedule Date||Temporary Resolution||Permanent Resolution|
|1||up to 4 hours||up to 4 hours||ASAP||ASAP|
|2||up to 4 hours||up to 8 hours||ASAP||ASAP|
|3||up to 1 day||up to 2 days||up to 7 days||TBD|
|Initial Response:||The time to return a call to begin error investigation.|
|Temporary Resolution:||The temporary fix or workaround, if reasonably feasible, for acceptance by Company. IMS will provide fixes, if applicable, for IMS-related products or recommend changes in Customer’s, or non-IMS related products.|
|Scheduling Date:||The date on which IMS will schedule the availability date of a permanent fix. During the Initial Response phase, problem identification will take place. If the parties together determine in good faith that the issues are due to Customer’s, or any non-IMS provided system, IMS will recommend resolution steps.|
|Permanent Resolution:||The mechanism for providing the final fix for IMS-related products.|