Swazzy Retail Support Bundles — Service Level Agreement (SLA) Version 1.0

1) Overview & Eligibility

The Retail Support Bundles provide 24/7 unlimited onsite & remote IT support for retail stores, priced per store. Bundles are designed for customers taking internet, phone, and related services through Swazzy. If a store uses third-party telco or voice, Swazzy provides best-effort vendor liaison; guarantees and restoration targets may be affected.

Term is month-to-month unless otherwise stated. Either party may terminate with 30 days’ written notice (see Section 14).

2) Retail Support Bundles

Retail Support Max headline: “24/7 Unlimited Onsite & Remote Support (4 × 8 Response time).”

3) Scope of Service (Inclusions)

• Unlimited Support (Onsite & Remote): 24/7 incident handling for covered stores; unlimited onsite dispatches in Metro Area for covered incidents.
• Covered Assets: POS registers, payment terminals (EFTPOS), barcode scanners, receipt/kitchen/label printers, store workstations/tablets/mobiles, in-store networks (routers/switches/APs), in-store servers/NVRs where applicable.
• RMM Proactive Management: RMM agent on supported endpoints for monitoring, patching, and remote access; alerting, health checks, and proactive remediation.
• Maintenance & Hygiene: Security updates, firmware/OS patching, backup checks (if managed by Swazzy), configuration hardening aligned to Swazzy standards.
• Vendor Liaison: Swazzy coordinates with POS vendors, acquirers, ISP/voice (where authorised) to accelerate resolution.
• Standard Requests: On/Off-boarding, device builds, POS/printer config, Wi-Fi SSID adjustments, access updates.

4) Exclusions

• Store builds/fit-outs, major refits, structured cabling, electrical works.
• Hardware procurement/replacement costs and loan devices (unless scheduled).
• Custom development, data migrations, complex integrations, analytics projects.
• Third-party outages beyond Swazzy’s control (e.g., acquirer/bank rails, upstream SaaS).
• Non-enrolled devices (no agent), rogue/unapproved software, unsupported OS.
• Continuous user training or operational staffing.

Excluded work can be delivered via projects or Optional Schedules (see Section 9).

5) Incident Service Levels

5.1 Priority Matrix (examples)

• P1 — Critical: Store cannot transact; POS cluster offline; payment terminals down; network down; widespread Wi-Fi failure; full register outage with no workaround.
• P2 — High: Major function impaired with workaround (one register down; one network segment degraded; intermittent EFTPOS).
• P3 — Medium: Localised issue affecting small set of devices/users; performance issues with workaround.
• P4 — Low: Cosmetic queries and minor configuration changes.

5.2 Baseline Targets (all bundles)

5.3 Tier Enhancements

Notes: a) “Restoration” may be a workaround restoring trading while root cause is pursued. b) Targets assume RMM agent on affected devices and reasonable client cooperation. c) When vendor action is required, Swazzy manages liaison; timers pause during vendor wait times, while we maintain pressure and updates.

6) Service Request Targets (non-incident)

7) Onsite Service, Dispatch & Areas

• Unlimited Onsite (Metro): Included for covered incidents.
• Dispatch Guidance (P1): Metro target arrival ≤ 4h during BH where onsite is required; regional/remote is best-effort with ETAs and options (loaners/courier swaps).
• Safety & Access: Client ensures safe access during trading and after-hours; timers may pause if access is unavailable.
• Proof of Work: Visit notes with actions and next steps are provided.
• Travel & Logistics: Travel inside Metro included; outside Metro billed at cost unless covered by an optional schedule.

8) POS Support Framework

• Vendor Landscape: Support for common POS ecosystems (e.g., Lightspeed, Square, Oracle/Micros, Redcat) plus peripherals; Swazzy liaises with vendors/acquirers where authorised.
• Escalation & Recovery: Triage → contain → restore trading (workaround) → root cause → harden; known-good images/configs used for rapid rebuilds where available.
• Integrations: CRM/ERP/loyalty touchpoints supported for configuration and connection health; complex mapping or custom development is project scope.
• PCI & Payment Security: Swazzy does not store cardholder data. Client remains responsible for PCI DSS compliance; Swazzy provides best-effort alignment and vendor coordination.

9) Optional Schedules (Add-Ons)

• Schedule A — 24/7 Dedicated SWAT line & comms room for major incidents.
• Schedule B — Regional travel pool & spares logistics (courier swaps, shelf spares, loaners).
• Schedule C — Enhanced restoration tiers (e.g., P1 ≤ 2h onsite Metro) with dedicated on-call coverage.
• Schedule D — Store rollout projects (new openings, refits, cabling, AP surveys).
• Schedule E — Advanced reporting & analytics (POS telemetry, trend analysis).

10) RMM & Onboarding Requirements

• All covered endpoints must run Swazzy’s RMM agent (Windows/macOS where supported).
• Network devices should be manageable (SNMP/API) or Swazzy-approved models.
• Initial site survey and asset inventory per store; baselines captured (POS model, printers, network, ISP).
• Standard store runbook created (contacts, trading hours, access, critical dependencies).
• Go-live acceptance: test restore paths for POS/printing/network failover where feasible.

11) Customer Responsibilities

• Provide store contacts and access (including after-hours if 24/7 support expected).
• Maintain valid vendor support contracts where required (POS, acquirer).
• Maintain agreed spares (receipt printers, scanners, APs, cables, power packs).
• Report incidents promptly with impact and store details.
• Avoid unauthorised changes that reduce supportability (rogue APs, unknown routers).
• Ensure legal use and licensing of all software and hardware.

12) Service Credits (per store)

Credits must be claimed within 10 business days after month-end and apply to the next invoice. Credits are not liquidated damages; total credits capped at 25% of the affected store’s monthly fee per month. Timers pause for client access/approvals, vendor shipment, or circumstances outside Swazzy’s control.

13) Security, Privacy & Data

• Endpoint/network hygiene: patching, MFA on admin tools, least-privilege access.
• Data protection aligned with Australian Privacy Principles; Swazzy does not store card data.
• Incident handling: contain → notify store contact → restore → report; ticketing captures timestamps and vendor references.

14) Term, Suspension & Termination

• Term: Month-to-month unless otherwise agreed. Either party may terminate with 30 days’ written notice.
• Suspension: For non-payment, unsafe site conditions, or repeated breach of responsibilities.
• Handover: On termination, Swazzy provides reasonable handover (runbooks, credentials via secure process).

15) Liability & Insurance

• Services delivered professionally and in good faith.
• To the extent permitted by law, Swazzy is not liable for indirect or consequential loss.
• Where liability cannot be excluded, it is limited to re-supply of the service or the cost of re-supply.
• Swazzy maintains appropriate professional and cyber liability insurance. Nothing limits rights under Australian Consumer Law.

16) Dispute Resolution

1. Good-faith negotiation between designated contacts.
2. Mediation by an agreed independent mediator.
3. Arbitration or court proceedings in Victoria, Australia.

17) Escalation Path (Retail Bundles)

18) Version Control