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Sorento Support Policy
Sorento Support Policy Version 1.0 14th April 2009
This document contains details about Sorento support operations that apply to all Sorento support customers, and are incorporated in and made part of the Sorento Support Agreement (the “Support Agreement”).
Q. How do you access Sorento Systems support?
Sorento Systems support is accessible via the following:
Email access is available via support@sorentosystems.com.au
Fax access is available on 03 9571 1877
Business Hours AEST (9am to 5pm) : 03 9571 1933
Emergency support is only available to customers with an annual support contract and can be accessed after hours 7 days per week
Q. How does phone support work?
You place a call to our office and an operator will take the details of your call.
The support incident will then be allocated to a support engineer who will contact you to follow up your issue.
Q. How quickly will Sorento respond to a support call?
If you have a current annual support contract, Sorento will use its best efforts to either address your issue immediately, or contact you as soon as possible and within four (4) business hours of you originally placing the call. If you ring outside business hours, emergency support is accessible as per the hours and conditions described below.
The support number is the same as our main business office number.
If you are using Pay per incident support, there is no minimum response time however we will endeavour to return your call as fast as we can.
For Emergency Support access, the response will be same day or next day if the call is placed after 10pm.
Q. How does business hours phone support work for Annual or Monthly customers?
Phone support is intended to give you the benefit of personal consultations. Your call is returned within 4 business hours if the call is placed during Sorento business hours:
Business hours are Monday to Friday, 9.00am - 5.00pm, Australian Standard Time (except public holidays). After these hours emergency support is available as described below.
Q. How does emergency phone support work?
In order to access emergency support you must have entered an annual support contract with Sorento. If you choose pay per incident support, you will not be unable to access the after hours emergency support line.
Emergency phone support does not provide the same level of support as business hours support. Emergency support is available to assist customers in the event of an emergency that occurs after hours. The emergency support engineer will endeavour to provide a fix or workaround for the reported issue to assist the customer to continue to operate until the Sorento business support desk can take over the issue to resolve it.
An emergency issue is an issue classified as Severity 1 or 2 as described in the section below.
Please note, do not call the emergency support line to order consumables as your order will not be processed or passed on. Ring the Sorento office to order consumables.
Q. How does emergency phone support differ from business hours phone support?
Emergency support is accessible on a different phone number (published on the Sorento web site). It is available after hours 7 days per week. Emergency support may provide a temporary work around for a problem until the full business hours support desk can take over the issue.
Q. Are there any other restrictions on telephone support?
No. We just ask for good manners and common courtesy. Telephone support works best when it is reserved for serious or complicated issues. Simple or routine questions should be handled by email or fax.
Q. What are the benefits of ‘Pay Per Incident’ (PPI) Support?
Pay Per Incident Support is an affordable way for you to leverage the expertise of the Sorento Support Team. It is designed to meet the ad-hoc and occasional support needs of individuals and small business. PPI support is charged by 15 minute intervals at the then current hourly rates. The support engineer will tell you those rates at the commencement of the call.
Q. How is PPI support charged?
At the commencement of your call, the support engineer will explain the rates and ask you for a valid credit card. If you agree with the charges the call will then proceed. At the end of your call your credt card will be charged per 15 minute interval used (rounded up) and you will be issued a tax invoice.
Q. How do I know how long it will take to solve my incident?
The support engineer will ask you for a brief description of the issue before any charges are agreed. They will then do their best to offer you an estimate to solve your particular issue. Some issues are extremely complicated or they may reveal other underlying issues. This means we cannot always provide an accurate estimate of the time required to resolve an issue.
Q. Are there any other limitations on PPI Support?
Yes. You can only access PPI support by telephone and only during AEST business hours.
You cannot access emergency after hours support if you choose PPI support.
Q. Does support include on-site help?
No. If you need on-site help, you will need to arrange for some consulting by contacting your Sorento sales representative.
Q. What will fixing my issue involve?
Most issues are resolved quite quickly, however in some cases you may be required to assist in the installation of a software patch or upgrade. The issue may not be resolved unless you permit a patch or upgrade to be installed.
Q. Are all servers and stations eligible for login support?
No. We provide login support only for those machines which we supplied as part of your solution.
Q. What tools are needed for Sorento login support?
Remote control software is installed on all Sorento supplied machines.
Q. Are there any special risks for login support?
There is always the possibility that security and control risks may arise when logging in over the Internet. These risks are beyond the control of Sorento, and therefore, Sorento cannot be held liable for them.
Q. Does support cover only my POS system?
Yes. Support contracts are written to support only your company’s POS system. This means contracts are intended to support only the components supplied by Sorento to your company as part of your companies overall POS Solution. Any exceptions to this policy must be agreed to in writing by Sorento at the time your support contract is purchased.
Q. On what basis does Sorento consider modifying this policy?
Sorento will consider modifications on a case-by-case basis. Please contact your Sorento sales representative.
Q. I have multiple sites. Do I need to purchase a support contract for each site?
YES. Sorento Support contracts are allocated to a single physical address and business. If you are unsure as to whether you need an additional support contract please consult your Sorento sales representative.
Q. What is an issue’s expected Resolution Time?
Resolution Time is the time within which support engineers will endeavour to resolve your issue. There are no guarantees about Resolution Times. Typically, depending on the complexity of the incident, resolution may take a few hours to a few days. In some cases, successful resolution or a work-around may not be possible.
Q. What documents will I receive after ordering support?
When you purchase a support option, an account will be created for you. An email will be sent to you with your login details. If you do not receive an email shortly after ordering, write to support@ricestudios.com.au for assistance.
Q. Does support cover non-Sorento software products?
No. Although we try to take a broad and inclusive view of technical and application support, our support formally covers only authorized, unmodified versions of the products mentioned at the beginning of this document. We do not provide support for the underlying operating system, hardware, applications,
or third-party products.
Q. Does support contracts automatically renew?
No. You are responsible for ensuring your contract is up to date.
Q. Where should I send notices required under the support agreement?
Sorento Systems Pty Ltd.
First Floor, 1040 Dandenong Rd
Carnegie VIC 3163
Q. What software products does Sorento Systems support?
1. Ideal Pos Version 5 or higher
2. Aldelo version 3.8 or higher
Q. What hardware does Sorento Systems support?
All hardware that we provided as part of your solution unless otherwise noted.
Definitions of Severity Levels
The technical support team will endeavour to respond to incidents according to the severity of the issue, always as determined by the customer. Sorento recognizes four severity levels:
Severity 1: Represents a complete loss of service, a significant functionality is missing,
a system that hangs indefinitely; and there is no available workaround.
Severity 2: Represents a severe loss of service, significant functionality is missing;
but a workaround is available.
Severity 3: Represents a minor loss of service, inconvenient usage; but a workaround
is available.
Severity 4: There is no loss in service; a cosmetic or enhancement request.
Remote Troubleshooting
This service includes remote Internet login to your machines in order for Sorento support engineers to work on support-related problems, give advice, or install and configure Sorento software. (Note: Not all servers are eligible for Remote Troubleshooting, and some technical requirements must be met).