Support Services Terms
These Support Services Terms form a part of the Agreement between the parties and describes the Support Services. Capitalized terms not defined herein shall have the meanings ascribed to them in the Agreement.
“Error” means a problem with the Software or Service failing to comply with the then-current Documentation.
“Management Console” means the Service, including back end management functionalities such as reports, data analytics and configuration.
“POS Terminal” means the iPad(s) leased or purchased by Customer under an Order Form and any Software installed thereon.
“Support Center” means Revel’s support organization.
“Tier 1 Support” means (i) answering and logging Customer support requests; (ii) confirming and/or identifying Errors; (iii) performing initial troubleshooting and resolving Errors, if possible; and (iv) collecting relevant Error information for escalation to Tier 2 Support, if necessary.
“Tier 2 Support” means (i) resolving Errors or problems that Tier 1 Support is unable to resolve; (ii) collaborating with Tier 1 Support or Customer on Error or problem re-creation and root cause analysis of an escalated Error or problem; and (iii) fixing Errors that were not diagnosed or resolved during Tier 1 Support.
2. Support Services
2.1 – General Support. Revel will provide Customer with 24 hour x 7 days/week x 365 day access to its Support Center by means of the contact method(s) set forth in Section 3 (Service Levels). Revel will respond to receipt of notice of an Error by opening a trouble ticket and assigning an appropriate technical resource in the timeframe and according to the severity level of the Error as defined in Section 3 (Service Levels). Revel will designate the initial severity level for all cases based on the methodology described in Section 4 (Ticket Priority and Status) or as may be otherwise agreed by the parties, which may be reasonably adjusted by Revel. Revel will use commercially reasonable efforts to resolve each trouble ticket and update the status thereof as described in Section 4 (Ticket Priority and Status).
2.2 – Response Times. Revel will use commercially reasonable efforts to correct Errors in the timeframes set forth in in Section 3 (Service Levels).
3. Service Levels
3.1 – POS Terminal.
Service level expectations and target response times for Errors relating to the POS Terminal are:
3.2 – Management Console.
Service level expectations and target response times for Errors relating to the Management Console are:
4. Ticket Priority and Status
4.1 – Ticket Priority and Definition.
4.2 – Ticket Resolution Statuses.