Gempay Support Services Addendum

a. Support Services Generally. PDI shall provide the following Support Services to Customer for any Gempay solutions provided to Customer pursuant to this Addendum. The primary aim of PDI Helpdesk Support is to provide remote break/fix software support to the Customer, to resolve issues, clarify enquiries, and to provide information related to PDI’s products. Access to PDI Helpdesk Support is included in the Customer’s fee, unless stated otherwise in your PDI agreement. PDI’s Services Policy (available on Connections) will be provided as reference on what support requests are handled pursuant to this Addendum.

b. Support Services Users. PDI recommends that designated, experienced users make support requests. PDI requires that system/service issues be processed through an internal support group or helpdesk before a PDI Helpdesk Support request is made. All users need to be authorized for case logging prior to making a support request. As part of onboarding, Customer will have an account administrator/s setup who will be trained on how to manage users in PDI Connections. Login and contact details will be supplied prior to the go-live of the system.

c. Base Case. PDI will provide First-Line Support to the Customer for the Supported Products. The PDI Helpdesk support team shall serve as the “Single Point of Contact” for site users or a customer assigned triage team to receive fault and error messages and incident information via telephone, email and via the PDI Connections On-line portal. The Helpdesk Support shall provide the communication channels, process enquiries, and provide information concerning incidents already resolved, known workarounds or the status of enquiries.

d. Extended Case. PDI Helpdesk Support covers base level support for customers as part of the subscription, which covers issues that have been identified are “caused by” or there is “a fault with” any POS standard product or with a PDI supporting system.  PDI Helpdesk Support also covers extended level support where the issue that has been identified are NOT “caused by” or there is not a fault with a the PDI product of supporting systems – typically the cause of these issues resides with Customer systems or a third-party supplier system. Extended Cases may incur additional support costs to the Customer as set out in PDI Services Policy or as agreed from time to time.  

e. Before Initiating a Support Request. Looking for an answer? Consult PDI’s website, PDI Connections, before initiating a support request. This site includes PDI Search, online knowledge base, and online documentation such as user’s guides, reference guides, training material, and release notes. Using these resources can often resolve common questions and issues without a support request.

f. Remote Connection Options. PDI support analyst may need to access Customer’s system remotely while resolving a support request. This access may require user credentials or permission to take control of Customer representatives’ system to perform work. The analyst will follow Customer’s protocol before connecting to the system. Multiple remote connection options are supported, but additional charges may be incurred if the Customer does not support remote connection options.

g. How to Make a PDI Support Request. The primary and most efficient way to make a support request is through PDI Connections. Phone support is included as standard. Whilst email is available, PDI Connections is the preferred method to raise Support requests.

h. Case Priorities. Upon raising a case the Customer assigns a case priority, based on their assessment of the impact and urgency of the issue. Support analysts use case priorities to help determine the order of precedence for managing their workload. The case owner will discuss the case priority with the Customer to ensure the impact and urgency of the issue are understood. The case priority may change during the lifecycle of the case and typically upon the initial triage of the case.

a. “Priority 1” shall mean a major fault leading to an incidence of high significance which has serious impact to the Customer’s business and where no workaround is possible. It requires an immediate resolution or workaround. This includes (but is not limited to): any incident which results in the inability of a site to trade with customers; or (i) Forecourt communications to all Gempays are down or (ii) Inability to process Debit/Credit cards, through the Gempay Terminals (All bank card payments on all EFT devices).

b. “Priority 2” shall mean a significant fault with no workaround possible. Affects the Customer’s business, degrading the system in part and which will cause significant operational difficulties if not resolved promptly but which does not stop the site from trading with customers, which could include (but is not limited to), as a result of a failure with an Entitled Component:

c. “Priority 3” shall mean a minor fault, which does not significantly affect the daily operation of the Customer’s business for which a workaround has not been found, for example:

d. “Priority 4” shall mean a minor fault that does not significantly impact the daily operation of the Customer’s business for which a workaround has been found which is acceptable to the Customer, including, without limitation:

a. Escalation Process

First-Line Support for Customers will be provided by PDI Helpdesk Support. If the PDI Helpdesk Support is unable to provide a resolution or workaround, they will escalate the problem internally within PDI Helpdesk Support providing all details relating to the incident (including details of first-line support triage). Customer and PDI shall regularly liaise on call types and issues to reduce duplication and reduce instances of a specific call type.

b. Escalation Process for P1 (Critical) Incidents

In the event of a system wide outage, PDI communication strategy will be to issue a technical bulletin to the Customer for awareness and send follow up communications on a regular cadence until resolution. If the Customer initiates a P1 case for support and it’s not a technical bulletin-type issue, then PDI will work directly with the Customer contact on the case until resolution. PDI shall provide updates every 30 minutes unless the issue/research/troubleshooting calls for a different cadence (shorter or longer) which is subsequently agreed by the Customer and PDI.

a. Data and system housekeeping

b. Network cabling on site, including Internet connection.

c. Faults occurring because of operator error.

d. Bespoke modifications and alterations to the Supported Products or training

e. Additional configuration Changes

f. Fixing errors in data, resulting from incorrect data entry or incorrect usage of the system by the Customer or data corruption

g. Errors caused by network or communication issues.

h. Relocation / Installation or changes to the network or infrastructure

i. Installation of new systems

j. Repair & fault resolution of 3rd party equipment & software

k. Repair and fault resolution of software or data corruption caused by 3rd party equipment or software including but not limited to:

a. Customers must consult with PDI before performing any upgrades on any third-party software required to run the PDI Products. Customers must ensure PDI Product versions are kept updated as reasonably possible.

b. PDI shall not be required to provide support relating to problems or issues arising from third-party software or under the following conditions: (i) modified or abnormal operating conditions, (ii) Customer’s use of PDI Products in a manner for which it was not designed, (iii) Customer’s negligence, misuse or modification of the PDI Products or its configuration (including SQL), (iv) systems that do not meet the specifications or configurations, if any, specified by PDI, (v) effects of external systems (network, data feeds, shared/virtual hardware, other products), (vi) Customer failure to keep current with backups, virus protection, operating system/database patches, or other IT best practices, (vii) accessing the Software or data except through the official APIs, supported FTPs, or any other means specifically agreed between PDI and Customer.

a. Service levels apply to Base Cases, extended classified cases are not included in the measurement.

b. Resolution times are dependent on the ability to replicate logged faults. If the priority of a call is changed (e.g., if a workaround has been supplied) then although the call remains open the new resolution target time starts from when the priority was reallocated – this is also true if the priority is increased.

c. Service level times can only be considered where other factors do not have a direct impact on resolution times; examples include but are not limited to: (i) Availability of a communication channel to site (voice and online), (ii) network issues at site preventing remote connectivity from PDI. (iii) delays in permission to connect to the estate, power failures, etc., (iv) language barriers, (v) insufficient information provided by first line support, (vi) delay in provision of information from the end user or the first line support team, (vii) incorrectly logging the incident or logging with missing data, (viii) misuse, incorrect use of or damage to the Supported Software from whatever cause (other than any act or omission by the Supplier), including failure or fluctuation of electrical power, (ix) failure to comply with the Customer’s obligations whether under clause Customer Obligations or otherwise, (x) failure to maintain the necessary environmental conditions for use of the Supported Software, (xi) use of the Supported Software in combination with any equipment or software not provided by the Supplier or not designated by the Supplier for use with the Software, or any fault in any such equipment or software, (xii) relocation or installation of the Supported Software by any person other than the Supplier or a person acting under the Supplier’s instructions, (xiii) any modification not authorised by the Supplier, or operator error, (xiv) the Resolution/Workaround time applies to circumstances where no engineering fix is required or if an engineering fix is needed the resolution will be in the form of a workaround until a fix can be provided, (xv) PDI shall also have no obligation to provide the PDI Helpdesk Support Service where the Customer has used a third-party software support provider to provide services similar to the PDI Helpdesk Support Service.

d. The Resolution/Workaround time applies to circumstances where no engineering fix is required or if an engineering fix is needed the resolution will be in the form of a workaround until a fix can be provided.