STADIS© System Support Deliverables and Service Level Agreement (SLA)

1. The initial installation, set-up, configuration, and training of your STADIS© Application and Subscriptions were covered under your original Statement of Work (SOW).

STADIS© is a data integration service. STADIS© success depends on the SYSTEMS that integrate to it, the quality and dependability of those integrations, as well as POS or Ticketing system changes that can impact STADIS© performance.

STADIS© is set up, tested and verified based on the current SYSTEM (All integrated systems, data and current STADIS© implementation plan) environment. Once any element of that SYSTEM changes, re-testing must take place prior to running any live STADIS© events.

You and your SYSTEM providers are used to working in an isolated, controlled environment. In a non-STADIS© environment, when any SYSTEM change is made, it only affects that SYSTEM. In a STADIS© environment, any SYSTEM change can affect STADIS© as well as other SYSTEMS integrated to STADIS©.

Any IMS-STADIS© support work resulting from untested SYSTEM or plan changes will be billed at $160.00 per hour rate.

The following are covered services until root-cause identification occurs and IMS has recommended a remediation path.

Problem source identification and problem resolution (where applicable) to the overall operations of the STADIS© Application

  • Assistance in verifying network access to the STADIS© cloud environment
  • Taking necessary action to ensure the STADIS© cloud environment is operational
  • Assistance in verifying the STADIS© web-services are accessible
  • Taking necessary action to ensure the STADIS© web-services are operational
  • Assistance in verifying the STADIS© balance check function is accessible
  • Taking necessary action to ensure the STADIS© balance check function is operational
  • Assistance in verifying your ticketing system import is working
  • Assistance in verifying and taking necessary action steps to insure IMS maintained POS system integrations and plugins (Retail Pro and Micros) are operational
  • Assistance in verifying any 3rd party (non Retail Pro or Micros) integration or plugin has access to STADIS© web-services
  • Assistance in verifying the STADIS© Admin Manager is accessible and operational

2. Exclusions:

The following are services not covered. These services are billable at $160.00 per hour.

  • Getting your network operational and connected to STADIS© cloud environment
  • Getting your network operational and connected to STADIS© web-services
  • Untested changes (in STADIS©) to Retail Pro affecting your STADIS© balance check function
  • Untested and undocumented 3rd party (non Retail Pro or Micros) integration or plugin changes resulting in failure of STADIS© to operate as intended
  • Untested changes (in STADIS©) to your Ticketing system resulting in failure of the ticket import process
  • Untested STADIS© implementation plans, price or ticket types resulting in failure of STADIS© to operate as intended
  • Untested data input or changes (in STADIS©) resulting in failure of STADIS© to operate as intended
  • Untested (in STADIS©) POS system or POS system peripheral changes resulting in failure of STADIS© to operate as intended
  • Training
  • Business Process or Workflow Review or Re-engineering
  • Data management, including:
    • POS Systems Data
    • Data quality
  • Obtaining maintenance from third party hardware or software providers
  • Resolution of Power and Network Cabling issues
  • Custom development including Customized Reports
  • Problem resolution of Windows, Networking, Virus, etc

IMS will provide remote technical assistance and consultation to Company Sunday through Saturday (7 days/week), from 9:00 a.m. to 12:00 a.m. EST midnight. All support requests should be made by going to the IMS Customer portal through the internet ( via supplied User ID and password, and secondarily through the IMS support telephone number, 1-800-882-0627.

Supplier representatives will record all error reports and coordinate responses in the following manner: For all reported errors, Supplier will assign a Call Tracking Number. Calls will be returned according to the Severity Levels indicated in Tables I – II below. Supplier may provide repairs by furnishing corrective software or site specific problem resolutions steps for Company’s installation.

3. IMS Software Support Problem Management

Problem Management is the ongoing service concerned with minimizing the impact of problems affecting the availability and services of the software delivery environment, whilst minimizing expenditure of resource and maintaining the highest level of client satisfaction.

The suggested Problem Definition is: Any deviation from an expected norm. That is, a problem is any event resulting in a loss or potential loss of the availability or performance to a service delivery resource and/or its supporting environment. This includes errors related to systems, networks, workstations and their connectivity; hardware, software, and applications. The recognition of problems can come from any point in the environment and can be identified using a variety of automated and non-automated methods.

The IMS Problem Management Process Objectives are:

  • Minimize the impact of problems;
  • Minimize the duration of any related outages;
  • Manage problems within agreed-to time frames;
  • Reduce number of problems;
  • Prevent reoccurrence;
  • Perform trend analyses;
  • Assure performance of root cause analyses;
  • Maximize productivity of resources of both Supplier and Company;
  • Monitor and measure the service; and
  • Automate tasks wherever possible.

IMS Problem Management Process consists of the following sub process activities:

  • Notification of Supplier by Company
  • Problem Source Determination – collection, analysis, and correlation, of data to determine and isolate the cause of the problem.
  • Workaround and Recovery – activity to recover, workaround or circumvent the problem, and notification to the affected clients of action taken.
  • Problem Resolution – The identification, implementation, and verification of solutions, and notification to Company.
  • Tracking – The assignment of ownership for resolving problems and the follow-up activity to ensure that the goals for problem resolution are being met. It includes setting priorities and escalating issues via the appropriate system.
  • Reporting and Control – The production and analysis of reports, over time, to determine if the problem management process is working effectively and to identify changes that me be necessary. It also helps identify significant results and problem trends.

4. Before Contacting IMS Software Support

To resolve your software support service request in the most expedient way possible, it is important that you take the following steps before you contact a software support center. You will need to gather information about the problem and have it on hand when discussing the situation with the software support specialist. The following steps are an example of what is required:

Define the problem

If you can describe the problem and symptoms before contacting software support, you can expedite the problem solving process. It is very important to be as specific as possible when explaining a problem or question to our software support specialists. Our specialists want to give you the right solution, so the better they understand your specific problem, the better they are able to resolve it.

Gather background information

STADIS© is a systems integration service. Changes to data or systems that are integrated to STADIS© can affect the normal operating function of STADIS©. To solve problems effectively, the software support specialist needs to have all of the relevant information about the problem. Your ability to answer the following questions will help us to solve your software problem.

  • What levels of software were you running when the problem occurred? Please include all relevant products, i.e.: operating system as well as related products.
  • Has the problem happened before, or is this an isolated problem?
  • What steps led to the failure?
  • Can the problem be recreated? If so, what steps are required?
  • Have any changes been made to the system? (Hardware, Network, Operating Systems (OS), or software)
  • Have any changes been made to the data or systems integrated to STADIS©? (POS, Ticketing, Hardware, etc.)
  • Were any messages or other diagnostic information produced? If yes, what were they?
  • Define your technical question in specific terms and provide the version and release level of the product(s) in question.

Gather relevant diagnostic information (if possible)

It is often necessary that our software support specialists analyze specific diagnostic information, such as relevant logs, storage dumps, traces, etc., in order to resolve your problem. Gathering this information is often the most critical step in resolving your problem. Product specific diagnostic documentation can be very helpful in identifying what information is typically required to resolve problems.

5. Determine the severity level

Severity levels are determined during a mutual discussion by the client and support analyst, based on the business impact of the issue. If a client designated a problem as a Severity 1, IMS will work on it 7 days a week, providing the client is also available to work during those hours. Customers can change the severity level of a problem if circumstances change from when it was first entered to match current business impact conditions.
The table below defines severity levels and provides some examples.

Table I: Severity Level Definitions:

Severity LevelDefinition

Severity Level 1


Critical Impact / System down. All environments. A critical condition rendering the STADIS© software inoperable, affecting Company’s events with no acceptable workaround, or causing a serious adverse impact to Company’s business operations. Requires constant dedicated Company and Supplier resources. STADIS© Software Inoperable Definition: The following conditions constitute the STADIS© software being inoperable: The STADIS© server is down; The STADIS© server components will not respond to network requests from more than 2 POS systems (F∓B and Merchandise) and all supplier controlled networks have been certified to be working or the STADIS© 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 STADIS© server is operational and the parties later, in good faith, determine that the failure results from the actions or systems of the Company, Company Concessionaire, or non-Supplier provided systems which render the overall STADIS© system to be inoperable, Company must coordinate pertinent resources outside of Supplier to complete permanent resolution of any issues.

Severity Level 2


Significant business impact. All environments. A severe restriction, but not a complete obstacle, to Company’s ability to use the STADIS© software or the performance of Company’s business operations. No acceptable workaround. Supplier may request Company resources as necessary.
If the STADIS© server is operational and the parties later, in good faith, determine that the failure results from the actions or systems of the Company, Company Concessionaire, or non-Supplier provided systems which render the overall STADIS© system to be inoperable, Company must coordinate pertinent resources outside of Supplier to complete permanent resolution of any issues.

Severity Level 3


Some business impact. All environments. A limitation on Company’ use of the STADIS© software, but an acceptable workaround exists.

Severity Level 4


Minimal business impact. A non-critical software component is malfunctioning, causing minimal impact, a reporting issue, or a non-technical request is made.

6. Table II: Response Times

Severity LevelAvg. Initial Response TimeAvg. Schedule DateTemporary ResolutionPermanent Resolution
1up to 1 hourup to 1 hourASAPASAP
2up to 1 hourup to 1 hourASAPASAP
3up to 2 dayup to 7 dayup to 15 dayup to 30 day

Supplier will resolve all STADIS© software issues as quickly as possible. This includes temporary and permanent resolutions to issues in all severity levels.

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. Supplier will provide fixes, if applicable, for Supplier-related products or recommend changes in Customer’s, Customer’s Concessionaire, or non-Supplier related products.
Scheduling Date:The date on which Supplier 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, Customer Concessionaire, or any non-Supplier provided system, Supplier will recommend resolution steps.
Permanent Resolution:The mechanism for providing the final fix for Supplier-related products.

Supplier will correct any malfunction, defect or non-conformity in the software following telephonic notification by Company to Supplier of any such malfunction, defect or nonconformity which prevents the software from performing substantially in accordance with the Documentation, and such other warranties, descriptions and specifications as may be set forth herein or in a Schedule. If in the reasonable determination of Company, any malfunctions, defect or nonconformity cannot be satisfactorily corrected through such telephone communication, Supplier agrees to respond by having at least one maintenance person trained in the STADIS© software at the Installation Site as soon as reasonably feasible for on-site assistance provided that Supplier agrees that on-site assistance is required. Company will reimburse Supplier at the rate of $160 per hour or $1200 per day (8 hours) plus reasonable travel expenses for on-site support visits that are pre-approved in writing, provided that such on-site support visits are not required as a result of a failure in the services or system provided by Supplier. Supplier must provide 90 days written notice to Company of any rate changes.

In the normal process of problem management, Supplier will, in good faith, provide telephone support. In certain cases, Company’s employees or computer infrastructure, Company’s Partners (including but not limited to Ticketing vendor, concessionaire, POS vendor) may cause situations that render STADIS© inoperable. Once Supplier determines that this is the case, Supplier will notify Company that from that time forward, any and all time spent resolving the problems will be billable at the then current hourly or daily rate, whichever is lower.

Request a Demo

What can we help you with?(Required)
This field is for validation purposes and should be left unchanged.