Exhibit 10.(k)
TECHNICAL SUPPORT AGREEMENT BETWEEN TECHNOLOGY
SERVICE SOLUTIONS AND ATS MONEY SYSTEMS, INC. TECHNICAL SUPPORT
AGREEMENT
___________________________________________________________
MAINTENANCE AND RELATED SERVICES
This Technical Support Agreement (Agreement) is
between Technology Service Solutions (herein after referred to
as "TSS"), a general partnership under the laws of the State of
New York, with its principal office at:
Valley Forge Office Center, ▇▇▇ ▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇
▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇
and ATS Money Systems, Inc., (herein after referred
to as "The Company"), incorporated under the laws of the State
of New Jersey, having an office at:
▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇, ▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇
TSS and The Company mutually agree to the following:
This Agreement sets forth the terms and conditions
under which TSS will provide maintenance and related services to
The Company. TSS will provide such services to The Company
based on transaction documents issued by The Company and
accepted by TSS hereunder.
THIS AGREEMENT DOES NOT OBLIGATE EITHER PARTY TO
PURCHASE ANY SERVICES, BUT ONLY ESTABLISHES THE TERMS AND
CONDITIONS FOR SUCH TRANSACTIONS. THERE IS NO REPRESENTATION,
WARRANTY, OR COMMITMENT TO DO ANY PARTICULAR AMOUNT OF BUSINESS
HEREUNDER.
PRIOR TO COMMENCEMENT OF SERVICES UNDER THIS
AGREEMENT, A COMPLETED STATEMENT OF WORK MUST BE SIGNED BY BOTH
PARTIES. SUBSEQUENT TO THE SIGNING OF SUCH STATEMENT OF WORK,
THE OBLIGATION OF TSS TO PROVIDE SERVICES AND RECEIVE PAYMENT
FROM THE COMPANY SHALL BE BASED UPON THE ACCEPTANCE OF A
TRANSACTION DOCUMENT BY TSS
1.0 Scope Of Work
TSS will provide installation, warranty service,
maintenance, and other related services for end-users of
eligible computer hardware and software products specified in
Attachments to this Agreement.
Services provided will be described in each Statement
of Work issued hereunder.
TSS reserves the right to use its selected
subcontractors to provide these services.
2.0 Definitions
The term Attachment shall mean a document containing
additional information regarding the business relationship, as
well as additional terms and conditions. For example, an
Attachment may be a Statement of Work, a price schedule, or an
eligible machine listing.
The term Statement of Work shall mean a signed
document subject to the terms and conditions of this Agreement
that specifically describes the responsibilities, obligations
and any unique requirements of the services provided.
The terms transaction document shall mean a document
that contains specific information regarding The Company's
requested services to be provided to its customers hereunder.
Examples of such information include type of service, customer
name and address, machine serial number and manufacturer name,
and effective date.
The term products shall mean those eligible products
listed in an Attachment, and installed in the United States and
Puerto Rico.
The term deliverables shall mean parts and additional
items and materials that may be necessary for TSS to fulfill its
obligations under this Agreement.
The terms end-user and customer shall mean the user
of the eligible products under this Agreement.
The term parts shall mean replacement parts necessary
for TSS to perform services during the term of this Agreement,
or any extensions thereof.
3.0 Term, Termination, and Cancellation
The term of this Agreement shall be for one year from
the date of its execution by both parties. This Agreement may
be further extended by a written agreement of extension signed
by both TSS and The Company.
Any conditions of this Agreement which, by their
nature extend beyond its termination or cancellation, remain in
effect until fulfilled and apply to respective successors and
assignees.
TSS or The Company may terminate this Agreement, with
or without cause, at any time upon at least ninety days prior
written notice.
TSS or The Company may cancel this Agreement for a
material breach by the other party of its obligations hereunder
if that breach is not cured within thirty days after receiving
written notice thereof.
4.0 Charges
The charges for services provided by TSS are listed
in an Attachment. TSS may increase or decrease charges by
providing ninety days written notice. Such charges will become
effective on the first day of the applicable invoice period on
or after the effective date specified in the notice.
5.0 Payment Terms
Unless otherwise specified in an Attachment, payment
for services provided by TSS shall be net thirty days from
receipt of an acceptable TSS invoice.
Payment will be made to the TSS address specified on
the invoice.
6.0 Taxes
TSS will invoice all taxes applicable to the services
provided.
7.0 Warranty
TSS warrants that it will perform all services in a
skillful, competent, and workmanlike manner and in accordance
with its description in an Attachment or a Statement of Work.
Misuse, accident, unsuitable operating environment,
modification, failure caused by a product for which TSS is not
responsible, or operation outside of manufacturer's
specifications may void this warranty. TSS does not warranty
uninterrupted service or error-free operation.
THIS WARRANTY REPLACES ALL OTHER WARRANTIES, EXPRESS
OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES
OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
8.0 Confidential Information
The Company understands that TSS does not wish to
receive from The Company or any of its affiliates or authorized
channels, any information which may be considered confidential
or proprietary. The Company represents and warrants that no
information will be provided that is confidential or proprietary
to The Company of any of its affiliates or authorized channels
or any third party, and TSS will not be obligated to retain in
confidence or in any way restrict the use by TSS of any
information received. In the event it becomes necessary to
provide or exchange information that is deemed confidential or
proprietary to The Company or TSS, such provision or exchange
shall not take place prior to execution of a written
confidentiality agreement.
9.0 Public Disclosure
The parties agree not to disclose the terms and
conditions of this Agreement without the express written consent
of the other party, except as may be required by law or
governmental rule or regulation, or to establish either party's
rights under this Agreement; provided, however, that if one
party seeks to disclose for reasons not requiring the other
party's consent, that party will limit the disclosure to the
extent required, will allow the other party to review the
information disclosed and will apply where available, for
confidentiality, protective orders and the like.
Any review under this paragraph will not be construed
to make the reviewing party responsible for the content of any
disclosure.
10.0 Relationship of the Parties
Neither party is the other's legal representative or
agent for any purpose, and has no authority to, and shall not
make any warranties or representations for create any
obligations for the other party.
11.0 Amendment
This Agreement may be amended, modified, or altered
only in a writing duly executed by both parties to this
Agreement.
12.0 Advertising and Use of Trademark and Service
▇▇▇▇
The Company agrees not to advertise the fact that TSS
is providing services without the express written consent of
TSS. Each party agrees not to use any trademark or service ▇▇▇▇
of the other party without its written consent, and nothing
contained herein is intended to, or shall be construed to grant
any license or right regarding any such trademark or service
▇▇▇▇.
13.0 Indemnification
Each party agrees to indemnify and hold the other
party harmless from any and all claims, suits, actions,
liabilities, and costs of any kind, including without
limitation, reasonable attorney fees and all cost of litigation
arising out of or pertaining to its negligent act or omission,
or failure to perform any of its obligations hereunder.
14.0 Limitation of Liability
Each party's liability for actual damages from any
cause whatsoever, except as otherwise stated in this section,
will be limited to $100,000. This limitation will apply,
regardless of the form of action, whether in contract or tort,
including negligence. This limitation will not apply to claims
by either party for bodily injury or damage to real property or
tangible personal property for which the other party is legally
liable.
IN NO EVENT WILL EITHER PARTY BE LIABLE FOR ANY LOST
PROFITS, LOST SAVINGS, INCIDENTAL DAMAGES, OR CONSEQUENTIAL
DAMAGES. EVEN IF THE OTHER PARTY HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES.
15.0 Force Majeure
Neither party will be considered in default or liable
for any delay or failure to perform any of its obligations under
this Agreement if such delay or failure arises directly or
indirectly out of an act of God, acts of the public enemy,
freight embargoes, strikes, quarantine restrictions, unusually
severe weather conditions, insurrection, riot, and other such
causes beyond the control of the party, provided the affected
party notifies the other party.
16.0 Order of Precedence
In the event of a conflict, the order of precedence
shall be the terms and conditions of 1) the body of this
Agreement, 2) its signed and unsigned Attachments, and 3) any
transaction documents accepted by TSS hereunder.
17.0 Severability
In the event that any term or condition contained
herein is held to be invalid or unenforceable, the remaining
terms and conditions shall be unaffected and shall continue to
inure to the benefit of and to be binding upon the parties
hereto.
18.0 Successors
The terms and conditions of this Agreement shall
inure to be benefit of and be binding upon the parties and their
respective successors and legal representatives.
19.0 Limitation on Actions
No action, regardless of form, arising out of our
related to the transactions covered by this Agreement may be
brought by one party against the other party more than two years
after the cause of action arose.
20.0 Assignment and Delegation
Except as otherwise provided for in this Agreement,
neither party shall assign any of its rights under this
Agreement, or delegate any of its duties hereunder without the
prior written consent of the other party. Any attempted
assignment or obligation without such consent is void.
21.0 Compliance with Government Legal Requirements
The parties agree to comply and do all reasonable
things necessary to comply with all federal, state, and local
laws, regulations, and ordinances relative to this Agreement.
22.0 Waiver
Failure by either party to insist in any instance
upon strict conformance by the other to any term or condition
herein or failure by either party to act in the event of a
breach shall not be construed as a consent to or waiver of any
subsequent breach of the same or of any other term or condition
contained herein.
23.0 Non-exclusive Agreement
Nothing in this Agreement will prohibit either party
from performing like or similar services for any other person or
entity.
24.0 Third Party Beneficiary
This Agreement is intended to benefit TSS and The
Company and no other parties. It is the express intent of The
Company and TSS that this Agreement is not a third-party
beneficiary contract.
25.0 Governing Law and Forum
This Agreement shall be governed by the laws of the
State of New York. Both parties expressly waive their right to
a trial by jury for any action resulting from this Agreement.
26.0 Statement of Nonrecourse
Technology Service Solutions is a New York general
partnership and all of its obligations arising out of this
Agreement are expressly nonrecourse to each Partner and its
beneficial owners.
27.0 Complete Agreement
This Agreement, its Attachments, and any transaction
documents accepted by TSS hereunder constitute the entire
agreement and understanding between the parties with respect to
the services, and no oral or written representations, terms,
conditions, or agreements, other than those set forth in this
Agreement, its Attachments, and any transaction documents, have
been relied upon or shall be binding upon the parties or imputed
to them.
28.0 Authorization
IN WITNESS WHEREOF, the parties hereto have caused
this Agreement to be executed by their respective duly
authorized representatives.
Accepted and Agreed to:
Technology Service Solutions
________________________________ ________________________________
Company Name
By:___________________________ By:_____________________________
Authorized Signature Authorized Signature
Name:_________________________ Name:___________________________
(Type or Print) (Type or Print)
Title:________________________ Title:__________________________
Date: ________________________ Date:__________________________
TECHNOLOGY SUPPORT AGREEMENT BETWEEN ATS MONEY
SYSTEMS, INC. AND TECHNOLOGY SERVICE SOLUTIONS
ATTACHMENT A - STATEMENT OF WORK (SOW)
1.0 GENERAL INFORMATION
1.1 Purpose
The purpose of this Statement of Work (SOW) is to
fully describe the scope of work set forth in paragraph 1.0 of
the Technical Support Agreement between Technology Service
Solutions (TSS) and ATS Money Systems executed on 01/30/96.
This SOW is governed by the terms and conditions of said
Technical Support Agreement. It also sets forth the work
related responsibilities of both parties, in connection with
Technology Service Solutions providing services to ATS Money
Systems and its customers.
1.2 Scope
TSS will provide Contract Maintenance, Time and
Materials and Installation/Discontinuance Services. These
product services and charges are specified in Section 7.0.
The type of services specifically required by
individual relationships under custom proposals may vary. When
applicable, separate Agreements and Attachments will be used to
set forth the terms and conditions and charges.
Implementation for such requirements will occur
minimum of 30 days from notification by ATS Money Systems as
mutually agreed to by TSS and ATS Money Systems. Pricing for
these tasks must be submitted separately and developed on an
individual basis.
ATS Money Systems will receive all System end-user
calls for service and retain responsibility for call
administration and critical end-user management and escalation.
TSS will receive stand alone equipment and end-user
calls for service and retain responsibility for call
administration.
TSS will perform services on behalf of ATS Money
Systems on products listed in Exhibit A, "Eligible Product
List". The "Eligible Products List" will be revised from time
to time by mutual agreement of the parties as ATS Money Systems
engages TSS to perform service on additional end-user accounts.
Should items not identified by ATS Money Systems for
service be diagnosed as the cause of system failure, the
Customer Service Representative (CSR) will contact ATS Money
Systems to get approval for continued work.
Should end-users request additional work to be
performed for which the CSR was not dispatched, the CSR will
contact ATS Money Systems. If approved, ATS Money Systems will
open a new call using the standard call placement methodology.
CSR's will not perform work without prior approval.
1.3 Project Implementation and Management
TSS will provide ATS Money Systems with an
implementation Project Manager to ensure all startup activities
are implemented in accordance with this Statement Of Work. The
implementation Project Manager will ensure customer
familiarization with services, work with ATS Money Systems to
integrate daily operating procedures, establish processes for
call handling, tracking, and financial reporting, establish the
operational systems to support those processes, and transition
the account to a Central Site Manager. if required, the Project
Manager will be re-engaged whenever new processes require
implementation.
TSS will assign a Central Site Manager to ATS Money
Systems to serve as a single point of contact over the life of
the contract after implementation is completed. The Central
Site Manager will direct TSS support for ATS Money Systems,
monitor and ensure service levels are achieved, ensure timely
and accurate reporting to ATS Money Systems, and resolve any
problems that may occur.
In the event ATS Money Systems should request full
time On-Site support, ATS Money Systems will either provide call
volume estimates that would justify such an assignment or agree
to pay an additional fee for such services. If the estimates
warrant an assignment, actual call volumes will be assessed on a
quarterly basis to verify the need for continuation.
1.4 Technical Support
ATS Money Systems will maintain a support desk with
the necessary expertise, capabilities, and resources to dispatch
TSS for ATS Money Systems system customers. ATS Money Systems
support desk will operate Monday - Friday (8:00 A.M. - 07:00
P.M. EST).
ATS Money Systems will assist TSS in obtaining any
special diagnostic programs and/or procedures required for TSS
to service the specified equipment.
▇▇▇▇▇ ▇ and Level 2 Customer Service Representative
(CSR) technical support will be provided by TSS. ATS Money
Systems or the Product manufacturers will be engaged to provide
▇▇▇▇▇ ▇ technical support. Should level 3 technical support be
engaged, Level 2 will transfer the call to the appropriate Level
3 organization (ATS Money Systems or the manufacturer) and
remain engaged until the problem is identified and/or resolved.
Electronic Customer Communications Option (ECCO) TSS
shall, at its own expense, include in its Maintenance Service to
ATS Money Systems, the ECCO capability which will provide the
software for direct dispatch between ATS Money Systems and TSS.
TSS shall be responsible for the operation and maintenance of
ECCO. it is understood by ATS Money Systems that it does not
acquire any right, title, or interest in the ECCO Capability
which remains the exclusive property of TSS or its affiliates.
ATS Money Systems will be responsible for providing
the equipment required for ECCO at its site.
ATS Money System's system end-users who attempt to
place service calls directly with TSS will be instructed to
contact ATS Money Systems at 1/▇▇▇-▇▇▇-▇▇▇▇ (Press #2 Software
Support).
The TSS electronic customer interface system will
maintain ninety days of history on-line at the local database.
Information available in ECCO will be limited to that which is
available within ECCO's design capabilities.
ATS Money Systems will be able to access ECCO data on
a daily basis to ascertain call status.
Voice will be used as a backup in the event that ECCO
is not available. (1/800-9TSS-FIX)
If an end-user should provide problem information to
ATS Money Systems, it will be given to the TSS CSR (via ECCO)
and the end-user will not be contacted again for problem
determination.
1.5 Safety
TSS agrees to service standard available products.
if TSS determines that products may not meet TSS safety or
serviceability standards, it will immediately suspend service
and notify ATS Money Systems of the problem. TSSs will not
resume service until corrective action has been taken and the
problem has passed TSS safety and serviceability standards.
ATS Money Systems agrees that all equipment serviced
under this agreement has received certification from
Underwriters Laboratory (UL) or an equivalent and will be
individually identified as such with the appropriate labeling.
1.6 Equipment Access
ATS Money Systems agrees to inform the end-users of
the eligible products that, to obtain service, the end-user must
provide TSS with full, free, and safe access to the equipment.
1.7 Rights to Materials
ATS Money Systems hereby grants to TSS the right to
use pre-existing training information provided to TSS to develop
and produce training materials and documentation to be used by
TSS in which TSS retains all rights, title, and interest.
1.8 Documentation
TSS will obtain all necessary documentation from ATS
Money Systems or what sources is required for servicing the
eligible products. Reproduction costs are assumed by TSS.
1.9 Field Service Support
Level 1
Problem identification and problem resolution will be
provided by TSS Remote Support Services through the usual
process.
Level 2
If Level 1 cannot resolve the problem, then the
support will be escalated within the TSS technical or network
support organizations. Level 2 will be engaged by the ▇▇▇▇▇ ▇
▇▇▇▇▇▇▇.
▇▇▇▇▇ ▇
ATS Money Systems or Manufacturers product engineers
and technical specialists or software/network specialists will
be engaged as required for problem identification and
resolution. TSS' Remote Support Services representative will
contact the appropriate party.
2.0 HARDWARE SERVICES
2.1 Service Agreement
ATS Money Systems agreement is for On-Site hardware
maintenance, Time & Material and installation/discontinuance
services. The Principle Period of Maintenance (PPM) is defined
as Monday through Friday from 8:00 A.M. to 5:00 P.M., local
time, excluding government holidays.
2.2 Maintenance Strategy - ATS Money Systems Help
Desk
The service strategy for ATS Money System's system
accounts requires ATS Money Systems to perform initial problem
determination for systems customers and to dispatch a TSS
Customer Service Representative (CSR) using ECCO and the
standard call placement methodology.
TSS will provide ATS Money Systems with a part number
cross reference listing of ATS to TSS part numbers. ATS (Money
Systems) will dispatch Service calls to TSS with the probable
failing TSS Part Number and description when available.
ATS Money Systems stand alone equipment customers
will place service calls directly to TSS utilizing the 1/800-9
TSS FIX number (800-987-7349).
2.3 Customer Service Response Time
TSS shall provide telephone response to end-user
calls within one hour for hardware service and installations.
For service incidents the CSR will be dispatched for
On-Site next day repair with standard parts supplied by TSS. On
site next day repair is defined as a Monday through Friday 8:00
A.M. to 5:00 P.M., local time, on the following day after the
service call is received by TSS from ATS Money Systems or ATS
Money Systems end users in the case of stand alone equipment.
Exceptions to this will be:
1) Those calls that are specifically delayed by the
end-user.
2) For simple problems not requiring parts best
effort same day service.
3) When TSS On-Site problem determination is
required best effort same day service.
For unscheduled installations with machines in
quantities of less than ten, the CSR will schedule the work to
be performed within five business days.
All installation work involving more than ten
machines at one location or work across several geographic areas
will be handled as scheduled and planned work. TSS will require
a minimum of five business days notice for such work and the
work will be scheduled based on the requirements and complexity
of the installation.
Calls placed outside of the principle Period of
Maintenance (PPM) or on machines not listed on Exhibit A or on
ATS Coin Counters will be serviced on a best effort basis.
2.4 Service Call Flow
TSS will provide service to the ATS Money Systems
accounts using the call flow depicted in Exhibit B. These call
flows may change over time.
ATS Money Systems Responsibilities
ATS Money System's personnel are responsible for
dispatching of calls on behalf of their system customers. When
the end-user experiences a problem it will call ATS Money
Systems at 1/▇▇▇-▇▇▇-▇▇▇▇. ATS Money Systems will screen all
systems calls to:
* Verify service entitlement
* Obtain problem information and log pertinent end-user information
ATS money Systems will provide TSS with the following
information at the time of call placement:
* TSS Contract Number
* Call Billing/Type Code
* ATS Money Systems PO Number (if required)
* ATS Money Systems end-user Phone Number with Account ID
* End-User Name
* Contact Person
* Address
* Zip Code
* Contact Phone Number
* Platform/Machine Type (Exhibit C)
* Manufacturer and ModelNumber
* Serial Number
* Problem Description or Definition
* Failing Part Description
* Failing Part Number
TSS Responsibilities
Receive service calls from stand alone equipment end
users
Perform entitlement (if unentitled direct end user to
ATS Money Systems at (1/▇▇▇-▇▇▇-▇▇▇▇ Ext. 718)
Dispatch trained CSR
For Home Depot service calls obtain access code prior
to 5:00 P.M. EST/arriving on site (▇▇▇-▇▇▇-▇▇▇▇ ▇▇▇▇▇▇/x16425)
NOTE; Do not go to site without access code.
Call end user within one (1) hour of receiving
service call to establish an ETA.
Perform initial problem determination
Perform On-Site next day repair if part required
3.0 EDUCATION/TRAINING
3.1 Skills
TSS will dispatch appropriately trained CSR's based
on the platform/machine type indicated at the time of service
call placement.
4.0 PARTS SUPPORT
4.1 Parts Strategy
TSS will maintain an inventory of high usage parts
for the machines identified in Exhibit A; Eligible Product List,
within the TSS distribution network. Parts will be assigned a
TSS part number and Used parts Return (UPR) identification for
those parts that will be returned to the network for disposal or
repair.
Low usage parts not included in the standard
inventory will be obtained, as required, to meet the
response/repair times and will be shipped to a site designated
by the CSR.
TSS will return failing parts to the distribution
network.
TSS will be responsible for the logistics of all
spare parts.
Replaced parts supplied by TSS become the property of
TSS or its designee.
TSS assumes risk of loss for damage of parts supplied
by ATS Money Systems while in the possession or control of TSS.
TSS will provide the part(s) necessary to complete a
service call for hardware service.
TSS, in conjunction with ATS Money Systems, will
develop a recommended spare parts list and quantities for the
stocking program for ATS Money Systems accounts.
* Parts identified for the TSS stocking program will
be assigned a TSS part number and will be available through the
TSS parts distribution system.
* Parts which are not stocked by TSS will be
purchased through national buy and will be express shipped by
the next business day.
5.0 ADMINISTRATIVE SUPPORT
5.1 Machine Types and Models
All machine types and models will be assigned a TSS
platform/machine number consistent with the protocols required
for TSS databases.
5.2 Parts Numbers
TSS Part Numbers will be developed and assigned to
product part numbers consistent with the protocols for TSS
databases.
5.3 Dispatch
ATS Money Systems will perform entitlement for
Service prior to contacting TSS.
Calls for service form system end-users will be
received by ATS Money Systems at 1/▇▇▇-▇▇▇-▇▇▇▇. The end-user
will be requested to provide information identified in Section
2.4.
If a (ATS Money System) system end-user should call
TSS directly, the TSS representative will advise the end-user to
contact ATS Money Systems at 1/▇▇▇-▇▇▇-▇▇▇▇ (Press #2) for
assistance.
5.4 Activity Reporting
TSS CSR's will use Quality Service Activity Reporting
(QSAR) for service activity reporting. When recording QSAR
entries for ATS Money Systems, the CSR will use appropriate TSS
platform types, machine types, models and serial numbers, and
service code as well as the TSS Contract Number.
TSS CSR's will use service codes 01 for service, 44
for installation/discontinuance.
If the call has been properly placed via ATS Money
Systems, the machine type and the correct machine serial number
will be in the dispatch record and will automatically fill these
fields when the CSR records the service activity.
6.0 SERVICE SUPPORT
6.1 Support Level Structure
A minimum of two A+ Certified CSR's experienced
and/or trained will be available for service in the geographic
areas identified as being covered under this contract.
6.2 TSS Technical Support Responsibilities
TSS will provide a trained CSR to perform remedial
maintenance who will be responsible for using the following
recommended call flow:
Contact the end-user indicated in the call record
within one hour (CSR)
Provide On-Site next day service repair if parts are
required
Provide On-Site same day service under best effort
basis if parts are not required
Provide On-Site installations as scheduled
Obtain parts via the identified process
Utilize technical support when necessary
Update call with appropriate call coding including
identifying the problem resolved (CSR's)
Close resolved problems via their portable terminal
or via voice to the dispatch system on a timely basis
6.3 ATS Money Systems Technical Support
Responsibilities
ATS Money Systems will:
Perform Systems Problem Determination
Provide Product and customer information as
identified in Section 2.2
Dispatch the call using ECCO with all necessary call
information
Provide ▇▇▇▇▇ ▇ support when required
6.4 Preventive Maintenance
TSS will perform Preventive Maintenance on ATS Money
Systems Printers, Document Counters and Encoding machines in
conjunction with service calls recording Service Code 08 and
machine type and serial number and serial number on the Quality
Service Activity Report (QSAR). Preventive maintenance will
consist of cleaning, inspection, adjustments and replacement of
worn components as needed. In the event that PM has not been
performed in the prior twelve (12) months on the above stated
machines TSS will schedule under a best effort basis perform PM
within sixty (60) days on those remaining machines in ATS Money
Systems end user inventory.
6.5 PAYMENTS AND INVOICING
TSS will provide monthly invoices for annuity
contract based services. TSS bills in advance for these
services (e.g. TSS would send an invoice during the first week
of March to represent March contract services). On a separate
invoice, TSS will provide a summary invoice for all incident
activity (T&M and Install/Discontinuance) performed during the
designated billing period (e.g. TSS would send an invoice during
the first week of March to represent January incident activity).
The invoice for annuity contract will contain the
following information:
* End User Contract Number
* End User Customer Name
* Purchase Order Number
* Billing period of Maintenance
* Invoice Amount
* Discount Amount
* Amount Due
Payment terms are net 30 days.
The invoice for T&M and Installation/Discontinuance
services will contain the following information:
* TSS Problem #
* Customer Problem # (if supplied)
* End User Customer Contact
* Purchase order Number (if applicable)
* Date of Service
* Total labor charge
* Total parts charge
* Total price for the incident
Each billable incident will be listed with the above
information. Payment terms are net 30 days.
Invoice detail reports are available upon request to
provide more specific information concerning the annuity
contract and incident based activity. TSS can provide the
following reports for no additional charge:
Annuity Invoice Inventory Report:
This report details the inventory by machine serial
number that is covered during the billing period. Included in
the report is the service purchased, billing period covered,
billing amount, and any applicable taxes. Subtotals are shown
for each amendment within a customer contract as well as
subtotals by customer contract.
Incident Call Detail Report:
This report provides specific information on each
billable call placed including: end user customer name,
location, contact, date of service request and service
requested. in addition, the report lists all actual and travel
hours associated with all service performed by TSS on this call
along with a listing of all parts and descriptions used to
remedy the customer's problem.
Incident Call Summary Report:
This report provides a summary of every service
activity performed by a TSS customer service representative to
remedy a customer's problem. This report contains both the
customer and TSS problem numbers as well as a description of
work performed and the associated charges.
Incident Billing Detail by State:
This report provides a summary of every service
activity by a TSS customer service representative to remedy a
customer's problem and sorts all records by the state in which
service was performed. This report lists both customer and TSS
problem numbers, the end user customer's name and location,
labor charges, parts charges, and total charges for each service
activity.
NOTE:
TSS reserves the right to change the format of
invoices and/or reports but in doing so will not provide any
less data to our customer.
6.6 REPORTS
TSS will provide current and historic call
information using ECCO. Current call progress can be displayed
at any time during a service incident. The status of a selected
call or all calls will be indicated at the time the request is
made through ECCO. ATS Money Systems may access call
information via ECCO except for the exceptions identified in
section 2.1.
Historic call status will provide information
tailored to parameters et up to track desired objectives and
information. ECCO 1.5 Users Guide describes current and
historic data available to ATS Money Systems.
7.0 PRICING
Intentionally omitted.
8.0 Authorization
Accepted and Agreed to:
Technology Service Solutions ATS Money Systems, Inc.
By: __________________________ By:___________________________
Name:_________________________ Name:_________________________
Title:________________________ Title:_________________________
Date: ________________________ Date:_________________________