Software Subscription. The kiosk hardware is controlled by several software modules, some that operate on the PC of the kiosk to control the hardware components and some that runs in the cloud and connects to the Customer’s property management system. OpenTech regularly updates and upgrades this software providing new features and fixes to reported bugs. These INSOMNIAC software upgrades and enhancements will be distributed electronically on as they become available. Management software interface upgrades and enhancements will be made available as soon as reasonably possible after the management software is upgraded. Any fees charged to OpenTech by the Customer’ vendor (Vendor API fees) will be passed on to Customer in addition to an administration fee. OpenTech employs trained technicians to answer questions and resolve Customer’s issues. These technicians will be available by phone or email. OpenTech technicians will open a ticket in the OpenTech customer support system for each Customer’s issue reported. If a Customer’s issue is not resolve on the original call the ticket will remain open and monitored by the OpenTech Technical Support Team until the issue is resolved. Customers may request to have their issue escalated to the Technical Support Manager if they feel they are not getting superior service. Customers are expected to make reasonable efforts to assist in diagnosis and resolution of any reported problem. Technical Support is only provided for OpenTech products and does not include resolving issues related to the Customer’s network or other internal infrastructure issues. Saturday 7am – 2pm; Afterhours 2pm – 8pm Sunday Emergency Service is offered 8am – 5pm for Severity 1 issues only. Issues may also be reported via email to xxxxxxx@xxxxxxxxxxxxxxxx.xxx. An OpenTech technician will respond within 24 hours Monday thru Friday. In order to offer superior customer service, OpenTech will prioritize its response to meet the needs of the most severe issues first. The following defines the different levels of severity: Severity 1: Kiosk is not operational. • Software is not operating • Touch Screen is not functioning • Kiosk is not communicating with the Property Management Software Severity 2: A transaction has failed. • Customer is at kiosk and called in from kiosk • Rental or Payment transaction failed for a reason other than Credit Card was declined Severity 3: A component of the kiosk is not operating properly. • Printer is not working • Credit Card reader is not reading cards • Etc.
Appears in 3 contracts
Samples: License Agreement, License Agreement, Order Agreement
Software Subscription. The kiosk hardware is controlled by several software modules, some that operate on the PC of the kiosk to control the hardware components and some that runs in the cloud and connects to the Customera customer’s property management system. OpenTech regularly updates and upgrades this software providing new features and fixes to reported bugs. These INSOMNIAC software upgrades and enhancements will be distributed electronically on as they become available. Management software interface upgrades and enhancements will be made available as soon as reasonably possible after the management software is upgraded. Any fees charged to OpenTech by the Customera customers’ vendor (Vendor API fees) will be passed on to Customer customer in addition to an administration fee. OpenTech employs trained technicians to answer questions and resolve Customer’s customer issues. These technicians will be available by phone or email. OpenTech technicians will open a ticket in the OpenTech customer support system for each Customer’s customer issue reported. If a Customer’s customer issue is not resolve on the original call the ticket will remain open and monitored by the OpenTech Technical Support Team until the issue is resolved. Customers may request to have their issue escalated to the Technical Support Manager if they feel they are not getting superior service. Customers are expected to make reasonable efforts to assist in diagnosis and resolution of any reported problem. Technical Support is only provided for OpenTech products and does not include resolving issues related to the Customercustomer’s network or other internal infrastructure issues. Saturday 7am – 2pm; Afterhours 2pm – 8pm Sunday Emergency Service is offered 8am – 5pm for Severity 1 issues only. Issues may also be reported via email to xxxxxxx@xxxxxxxxxxxxxxxx.xxx. An OpenTech technician will respond within 24 hours Monday thru Friday. In order to offer customers superior customer service, OpenTech will we must prioritize its our response to meet the needs of the most severe issues first. The following defines the different levels of severity: Severity 1: Kiosk is not operational. • Software is not operating • Touch Screen is not functioning • Kiosk is not communicating with the Property Management Software Severity 2: A transaction has failed. • Customer is at kiosk and called in from kiosk • Rental or Payment transaction failed for a reason other than Credit Card was declined Severity 3: A component of the kiosk is not operating properly. • Printer is not working • Credit Card reader is not reading cards • Etc.
Appears in 3 contracts
Samples: Order Agreement, Order Agreement, Order Agreement
