Venture House Group Service Level Agreement (SLA)
All customers who purchased new hardware are covered under a 3-year return to base warranty for terminals, and a 1-year return to base warranty for all cash drawers, printers and peripherals, unless specified in the quotation provided by The Venture House Group Limited. If the warranty is outside of the manufacturers return to base warranty and requires repairing, there will be a labour and parts charge. Quotes will vary and will be supplied on a job by job basis.
Warranty is only covered on defective hardware. The warranty will be voided should the product fault be caused by any mistreatment by the end user, third parties, such as spillages, power cuts, or screen and product damage.
All service plans will be active during Venture House Group working hours. Working hours are:
9:00 – 17:00 Monday – Thursday
9:00 – 16:30 Friday
Excluding Bank Holiday’s
Service Pack 1: Full front of House and Back Office Suite, this service agreement is to only support on the EPOS and back office system in the form of;
Full support on all Venture House Group products. This covers any errors/ faults within the software. The products we offer full service on are;
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POSLogix POS Software
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POSLogix Cloud Back Office
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POSLogix Mobile Table Ordering (MTO)
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POSLogix Mobile Stock Control (MSC)
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POSLogix Diary System
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TouchPoint
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TouchOffice Web
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TouchLoyalty
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Pocket Touch
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Report Queries on any financial, stock or sales data reports on any products included above.
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Customer Balance Discrepancies/ Queries on any customer report on any product included above.
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Remote support with network issues, dependant on whether the network was installed by or on behalf of The Venture House Group Limited.
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Remote and telephone support to show a customer how to make basic programming amendments on the back-office suite.
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Access to Venture House Group’s online service portal, including useful product programming manuals. Within the portal, you are able to submit support tickets to our service team. Tickets will be responded within 48 working hours, subject to the service query being covered in your service pack.
Under no circumstances will a Venture House Group representative undertake programming changes for any customers.
Service Pack 2: Full Front of House and Back Office Suite, with Programming Changes, this service agreement is to only support on the EPOS and back office system in the form of, and alongside all features in Service Pack 1;
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Completing any programming amendments/ changes on any product sold by The Venture House Group Limited.
Any programming amendments/ changes must be sent to The Venture House Group Limited via e-mail no less than 48 hours before job completion. We will only accept up to 2 menu changes per month. A menu change will consist of no more than 20 product additions or deletions.
Online Pricing Packages:
Bronze – This package includes a TC Touch A8 terminal with a receipt printer and cash drawer, installed with an ICRTouch Licence and Delivery only. Warranty is ONLY provided on the EPOS terminal and NOT on the receipt printer and cash drawer. The warranty is subject to a 2-year return to base warranty. We will program the EPOS terminal with up to 200 products which need to be sent to us in writing, we will NOT take responsibility for any programming amendments if they have not been sent to us in writing prior to delivery of equipment. Programming Amendments can be completed on request; however, they will be subject to our current hourly charge.
Service Packs 1 and 2 are not included in the bronze package.
Silver- This package includes a TC Touch A8 terminal with a receipt printer and cash drawer, installed with an ICRTouch Licence and Delivery only. Warranty is ONLY provided on the EPOS terminal and NOT on the receipt printer and cash drawer. The warranty is subject to a 2-year return to base warranty. We will fully program the EPOS terminal prior to delivery, you must send us your full programming request in writing. We will NOT take responsibility for any programming amendments once our ‘Program Sign Off Declaration’ form has been signed. Programming Amendments can be completed on request; however, they will be subject to our current hourly charge. You will have access to our 24/7 online support portal with this package.
Service Packs 1 and 2 are not included in the bronze package.
Gold – This package includes an Oxhoo Onix terminal with a receipt printer and cash drawer, installed with an POSLogix Licence and Delivery only. Warranty is covered under a 3-Year return to base warranty on the EPOS Terminal only. Warranty is provided on the receipt printer and cash drawer under a 1-Year return to base warranty. We will fully program the EPOS terminal prior to delivery, you must send us your full programming request in writing. We will NOT take responsibility for any programming amendments once our ‘Program Sign Off Declaration’ form has been signed. Programming Amendments can be completed on request; however, they will be subject to our current hourly charge.
This package comes with our Service Pack 1 cover along with access to our 24/7 online support portal.
Platinum – This package includes an Oxhoo Onix terminal with a receipt printer and cash drawer, installed with an POSLogix Licence and Delivery only. Warranty is covered under a 3-Year onsite next business day (excluding bank holiday’s) warranty on the EPOS Terminal only. Warranty is provided on the receipt printer and cash drawer under a 1-Year return to base warranty. We will fully program the EPOS terminal prior to delivery, you must send us your full programming request in writing. We will NOT take responsibility for any programming amendments once our ‘Program Sign Off Declaration’ form has been signed. Programming Amendments can be completed on request; however, they will be subject to our current hourly charge.
This package also includes onsite installation, pending on your location being within a 100-mile radius of our current registered address. along with our Service Pack 1 cover and access to our 24/7 online support portal.
We will not accept any liability for any network related issues in any of the online packages.
NOT INCLUDED:
Under no circumstance are the below included in any of our service packs or online Pricing Packages:
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Any site visits e.g. network issues on networks not installed by or on behalf of The Venture House Group Limited, the relocation of hardware. Or a warranty repair of any hardware supplied by The Venture House Group Limited. If any onsite visits are requested, they will be subject to our current hourly charge, including travel time.
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Training of new staff or full training sessions after initial training has been completed. Additional training can be supplied, but will be subject to our current hourly charge. Onsite training can be conducted, but will be subject to a higher hourly charge.
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If any hardware in sent back under the manufacturer’s return to base warranty, loan terminals and peripheral are not provided as standard. Loan terminals will be supplied at an additional charge, dependant on length of time required.