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RITE Enterprises Inc Support Agreement
This is an agreement between your company and RITE Enterprises to explain and clarify how we support
our customers and how they are billed for their support. RITE charges for support on the basis of time
and sells support packages in hours. If you require special types of support the minutes of your support
plan will be consumed at different rates. These rates and definitions are outlined below.
Definitions
Support qualifies as non - critical support if all of the following are met:
U Offered between 9 am and 6 pm (Central Time) Monday through Friday
o Phone, email or online support can have a reply time of up to two hours (this means we can
finish working with another customer and then reply)
o If on -site support is required but can wait at least two business days
Support qualifies as critical or emergency support if any of the following are met:
• Offered at any other time than listed above
• On -site support that is required in less than two business days
• Phone, email or online support where a reply is required in less than two hours (this means we
drop everything to handle your issue)
• We do not offer emergency support to clients who do not have an active support plan (meaning
you have a balance of at least 30 minutes worth of support time.)
o If you leave a message for the emergency support staff and your issue has been resolved by the
time they answer your call (assuming their response is within 2 hours) you will be billed for 15
minutes worth of critical support time. If you do not have an active support package but your
credit card is on file, your credit card will automatically be billed for this.
Rates / Travel
Non - critical phone, email, remote control (to take control of your PC remotely) and non - critical on -site
support is consumed on a 1 to I ratio.
Non - critical on -site support travel time is consumed at a rate of 1.25 minutes per mile round trip. These
miles are calculated using Yahoo maps, to your location from our office located at 330 Highway 10 South,
St. Cloud, MN.
Critical support is consumed at a 1.5 to I ratio. An example would be if you needed a support agent 1
on -site and they spent 60 minutes, it would consume 90 minutes of your support plan.
Lender equipment — If equipment needs to be borrowed by a client from RITE for temporary replacement
there will be a shipping charge and a rental fee. If your equipment was purchased and installed by RITE
you are eligible to be on our RITE Product Replacement Program.
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All support time is billed in 15 minute increments (rounded up). An example would be - 1 hour and 24
minutes of work, which would be rounded to 1 hour and 30 minutes. If you use emergency support your
actual support time would be multiplied by 1.5 and then rounded up.
If installation will require multiple days you will be charged for any hotel stay costs.
If installation requires a plane flight you will be charged for the cost of plan tickets plus a $50 booking fee.
You will be charged for all time consumed from when the RITE employee leaves our offices to go to the
airport until the time they arrive at their hotel room. On any day where any RITE employee is dedicated
to your project there will be a minimum of 6 billable hours per day (example - if a RITE employee is at
your site and is not able to work because of a power outage but are forced to stay in the area because
they have flown in, that day will create 6 billable hours even if the RITE employee was only able to work
for 2 hours.)
Terms
O We document support incidents to whoever is the support contact at the client business. We
indicate what occurred, who we talked to, what we did and when it occurred. The time taken to
make these notes is added onto time spent with the client. Our notation practices are basic and
brief to keep things economical as the time it takes us to do this is also billable. If a higher level
of detail is required, please let us know. That added time will be billable.
• Your remaining support hours cannot be transferred to any other business.
• If your support purchase runs out you will have 48 hours to renew into another package. The
negative amount of consumed time will be subtracted from your new package. If you do not
renew you will be billed at our current hourly rate. The spirit of our support package
pricing is that we are able to charge lower rates when we receive payment up front.
Our business model relies on this and if it is not done we must charge this premium.
If you commit to renewing into a package within 48 hours but do not pay your bill
for this package on time you will be re- billed at the hourly rate and will also have
late fees applied.
• If an item is under warranty and there is an issue you have the option to contact the
manufacturer directly to have the unit fixed or we can handle the issue. If we do so you will be
charged for this time. Any applicable charges such as shipping to manufacturer, shipping of
emergency equipment to you, etc will be billed to you after the incident.
O We are not responsible for any credit card mis- configuration issues. It is your responsibility to
test our configuration to ensure it is properly processing with your credit card company. We will
not be held responsible for any issues resulting from this setup.
O You give permission to RITE to setup a RITE cashier /user with Administrative access to your
system so that any RITE agent will have enough access to effectively solve any issues that may
arise.
O Software development / coding is charged at a different rate and support package time cannot be
used for this purpose. Software development includes, but is not limited to, custom reports,
custom receipts, HTML development, .NET coding, SQL statements, batch file creation, and
similar activities.
• If, by some means, you gain access to a RITE representative's cell phone number please do not
call it for continued support unless explicitly directed to do so by them. If you do this there is a
good chance that you will NOT have your phone call returned in the timely fashion that you
would like. Please direct all emergency support issues to our regular phone line and use the
emergency option. The emergency technician will then be paged.
O If RITE creates or gives a custom report, receipt template, work flow documents, training
documents, etc for you it is for your internal company use only. When RITE gives one of these
documents to you we are giving you a license to use it and RITE retains all intellectual property
rights to that document unless explicitly stated in writing. You are not allowed to donate, give,
sell, or distribute these documents in any way.
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• RITE will allow any person calling from your business requiring assistance to work with us and by
signing this document you are giving us permission to do so. If this is not OK and you only want
specific users to be able to receive our assistance please make this request to us in writing and
list the users that you do want to be allowed.
On - site Installation
We will install the system you purchase at an agreed upon time. If we arrive and the store is not ready for
installation (at no fault of our own) we will bill you at our normal rate or consume your support package
for any time spent on -site, travel time, and any other time spent by RITE representatives dealing with the
issue. If a RITE employee needs to wait before they can begin installation because of these issues this
time will also be billable and NOT included in your installation costs.
Here's what we expect when we come to install:
▪ Counter tops in place and holes drilled to run wires.
• Plenty of clearance to channel wires from counter tops to computer (nothing impeding the way
and if there is, have additional holes drilled.)
• Have a place to set the computer that is within 2 feet from where the POS devices will be placed
(barcode scanner, cash drawer, printer, etc.)
• Electrical outlets within 2 feet from where the computer will be set. These need to be powered
up when we arrive.
See the construction specification document for more information.
On -site installation includes our staff pre - configuring your system via the initial questionnaire sent to
you and then us coming on site to install your equipment and test the equipment you have purchased
directly from RITE. It also includes networking setup on products purchased from RITE. If
additional cables, mounting brackets, or parts are required to complete your installation
these will be billed as an additional cost. Any training or additional configuration that takes
place on -site will consume your support package unless otherwise stated in your RITE quote.
On -site installation does NOT include running of network or other cables.
If initial training is included with your installation package it will be treated as additional support on
your support package. Example - if 3 hours of training is included in your installation package and you
only use I hour of training your support package would have 2 extra hours on it. If you would use 5
hours your support package would be 2 hours negative.
Off - site Installation
Off-site installation includes setting up and testing the hardware purchased from RITE in a mock
network at our staging facilities and configuring the necessary software so that when the package
arrives at your place of business it is "plug and play." This does not include shipping or delivery to
that location or configuration of non -RITE purchased hardware or software.
Equipment
If you purchase equipment from RITE it will be pre - configured to work with the systems we sell. If
you purchase your own equipment or have preexisting equipment and want us to make it work with
our systems we make absolutely no guarantees as to its fitness of use and any time we spend
installing, configuring or troubleshooting it will consume your support package or be billed at our
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normal hourly rate. If we require extra parts or cables to make these devices work they will be
billed as a separate charge. By asking RITE to make these work you are giving us permission to use
whatever cables or components are needed to get your systems working.
Hardware Emergency Exchange
Emergency exchange is sometimes sold with equipment purchased from RITE and can be utilized on
critical equipment. Critical equipment does not include the actual computers /CPUs that have been
purchased. In the case of those items often more work needs to be done to recover data from the
PC than just sending a replacement and shipping costs for that mechanism would drive the cost of
this service up drastically. This service does not include products not purchased from RITE.
Furthermore, the client utilizing this service needs to have a support package with at least 30 minutes
worth of support left on it as your support package will be consumed during the troubleshooting
period. No equipment will be sent out without the necessary troubleshooting steps taken first. Actual
shipping costs will be billed to the customer to get the loaner shipped to them.
Lender Equipment
If your hardware does not have emergency exchange RITE can sometimes offer you lender
equipment if needed while new hardware is being purchased or existing hardware is being fixed.
There are rental fees and equipment deposits required in these situations.
Support Plan Billing
To insure uninterrupted service RITE will send an invoice for a new support package when 80% or
more of your current support plan is consumed. This invoice is optional but recommended to
continue to have uninterrupted service from RITE. We will re -bill on the basis of your last 12
month's worth of usage.
Setup & Support Limitations
While RITE strives to help every customer it is not always possible to resolve all issues. If RITE is unable
to resolve an issue, we may provide you with contact information for the product's manufacturer. In
addition, RITE reserves the right to refuse support to those determined to be abusive, uncooperative, or
who have unrealistic expectations.
Term
Unused setup & support hours automatically expire two (2) years after the date of purchase. RITE, at its
sole option, may elect to terminate this plan at any time. If RITE makes this election you will be refunded
a prorated portion of the amount you have paid for the two -year period.
No Warranty
RITE does not warrant that any or all problems, errors, malfunctions and defects can or will be corrected
through our support. ALL CORRECTIONS, INFORMATION AND SERVICES ARE PROVIDED ON AN
"AS IS" BASIS AND THERE ARE NO WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, BUT
NOT LIMITED TO, ANY WARRANTIES OF MERCHANT ABILITY OR FITNESS FOR A PARTICULAR
PURPOSE. RITE shall not be liable for any damages resulting from or relating to the services performed
under our support, including, but not limited to, any loss of data or software, inability of RITE to correct
any errors, problems, malfunctions and defects, or delay of RITE in performing any services under this
Plan. In no event shall RITE be liable to you for any indirect, special or consequential damages or lost
profits arising out of or related to this Plan, even if RITE has been advised of the possibility thereof or
knew or should have known thereof. RITE liability hereunder, if any, shall in no event exceed the total fee
paid by you to RITE.
General Terms
RITE shall not be liable for, and is excused for any failure to deliver or perform under this Plan, or for
delay in delivery or performance, due to causes beyond its reasonable control. The terms of this Plan
shall be binding upon and inure to the benefit of the successors and assigns of the parties hereto. This
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Plan is governed by the laws of the State of Minnesota. Any action with respect to this Plan may be
brought only in a Minnesota court of competent jurisdiction. RITE is entitled to recover all reasonable
attorneys' fees and costs in enforcing this Plan.
By signing this agreement you are agreeing to and acknowledging the fact that when you engage a RITE
employee for technical assistance, advice, consulting, training, etc that you will be charged for this time
either by consumption of a support package that you might have purchased or be billed at our hourly rate
if you do not have a support package.
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This agreement is between your company and RITE. By signing this you are acknowledging the terms of
this agreement and that you have authority to make agreements in the name of the undersigned company.
This contract can take precedence over any prior contracts with RITE made on a prior date.
This contract is for the purchase of a 10 Hour Support Pack at the cost of $999.00
Printed Name: William J. Elrite
Signed Name:
Title: Finance Director
City of Columbia Heights
DBA Top Valu Liquor
Company: DBA Heights Liquor
Address: 590 40th Ave N.E.
City/State/Zip: Columbia Heights, Mn. 55421
Email: bill. elrite @ci.columbia - heights.mn.us
Date: October 28, 2010
ppease slIgn alts document, aD each page, and fax app
pages to 320-230- p 7960
Thank youo
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RITE
• 330 Hwy 10S
StCloud, MN 56304
• 320- 230 -2282 — office
320 - 230 -1796 - fax
Retail Information Techn ®logy Enterproses (
Support pricing for ROTE - 2010
Per incident/hour support pricing (if you do not have a support package) - $125 per hour,
billed per quarter hour rounded up.
5 Hour Support Pack $549 Equates to $109.80 per hour
10 Hour Support Pack $999 Equates to $99.90 per hour
25 Hour Support Pack $2,399 Equates to $95.96 per hour
50 Hour Support Pack $4,499 Equates to $89.98 per hour
*If a specific or large number of hours are required multiple packages can be purchased
*A11 prices subject to change without notice. All support packages are subject to the end user support
agreement. Last updated January 2007
Simpli fying.Business Through Technology