      | Support contracts Start at $60/month for 24x7x365 dial in phone support.  Using the automated Support Login to create a service work order will eliminate waiting for an available tech while on hold. You can create the SWO with any PC that has an internet connection; or simply use your Android, iPhone, blackberry, or smartphone to login and complete the SWO. Once the Service order has been created expect a call back within the hour. Keep track of all your support history on the Support Login customer portal. |
Initial First Year Warranty – available during initial sale
First Year Standard Warranty (M-F 8:30am – 5:00pm) GNBD
The First Year Standard Warranty is the service agreement, provided at no cost, with the purchase of a new system. This is currently in use and replaces any existing remnants of the 90 day warranty and the addition of the Extended Standard Warranty. Terms of the agreement are as follows:
· Help Desk Software Support 24/7 with https://www.SNSportal.com portal access.
· Full coverage on all hardware for one calendar year from the date of installation, with included onsite service available Monday through Friday 8:30 a.m. through 5:00 p.m. with a guaranteed next business day service call. All service calls will be dispatched as necessary and serviced based on the technicians availability with the guarantee that service will be provided no later than the following business day. If the technician is immediately available, service will be provided same day before 5:00 p.m. There is not specific guaranteed response time.
· Requested after hours, weekends and holiday service will be billed at the preferred rates.
First Year Standard Warranty (24/7) 4/6/8 Hour Responses
The First Year Standard Warranty (24/7) is an upgrade to the no cost First Year Standard Warranty, based on the number of terminals purchased by the customer. The terms and pricing are as follows:
· Help Desk Software Support 24/7 with https://www.SNSportal.com portal access.
· Full coverage on all hardware for one calendar year from the date of installation, with included onsite service available 24 hours a day, 7 days a week including holidays with a guaranteed 4/6/8 hour response time.
· The cost per terminal at the time of sale: $200
Phone Support Fees:
Monday-Friday (all day):
$90.00 per hour / $45.00 minimum (1/2 hour call)
Saturday, Sunday & Holidays (all day):
$160.00 per hour
Upgrade to current Dinerware version:
$395.00
On-site Service Fees:
Monday-Friday (8:30am - 5pm):
$95.00 per hour / $45.00 minimum (1/2 hour call)
Monday-Friday (5:01pm – 8:29am) & Saturday,
$145.00 per hour / $145.00 minimum (1 hour call)
Sunday & Holidays (all day):
$205.00 per hour / $2055.00 minimum (1 hour call)
Travel fee for on-site technicians:
Zone 1 (50 miles from office):
$70.00
Zone 2 (51 - 100 miles from office):
$105.00
Zone 3 (101 + miles from office):
$140.00
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