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. The term is month-to-month unless otherwise stated. Either party may terminate with 30 days’ written notice (see Section 14).
2) Retail Support Bundles
| Bundle | Store Count | Highlights |
|---|
| RetailSupport | 0–45 stores | 24/7 coverage; unlimited remote & onsite (Metro); RMM on supported devices |
| RetailSupport+ | 50–95 stores | All of RetailSupport + priority vendor-queue escalation; within-day P1/P2 progress checks |
| Retail Support Max | 100+ stores | 24/7 “4×8” for P1: Response ≤ 4h & Restoration ≤ 8h (incl. onsite in Metro as needed) |
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)
| Priority | Initial Response (BH) | Initial Response (AH) | Target Restoration (BH) | Target Restoration (AH) |
|---|
| P1 | ≤ 4 hours (Guaranteed) | ≤ 1 hour (Target) | ≤ 8 hours (Target) | Next BH or ≤ 8 hours if onsite feasible |
| P2 | ≤ 4 hours | Next Trading Window | ≤ 1 business day | Next BH |
| P3 | ≤ 8 hours | Next Trading Window | ≤ 3 business days | Next BH |
| P4 | ≤ 1 business day | Next Trading Window | ≤ 5 business days | Next BH
|
5.3 Tier Enhancements
| Bundle | Enhancements |
|---|
| RetailSupport | Baseline targets in 5.2. |
| RetailSupport+ | Baseline + priority vendor-queue escalation and within-day progress checks on P1/P2. |
| Retail Support Max | 24/7 “4×8” for P1 (Guaranteed): Response ≤ 4h and Restoration ≤ 8h around-the-clock, incl. onsite in Metro as needed. SWAT coordination during multi-site incidents.
|
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)
| Type | Acknowledge | Delivery Target |
|---|
| User/device setup | ≤ 1 business day | ≤ 3 business days (earlier if urgent & feasible) |
| POS config changes | ≤ 1 business day | ≤ 2 business days (change window permitting) |
| Wi-Fi/Network tuning | ≤ 1 business day | ≤ 3 business days (CAB approval if risky) |
| Reports / extracts | ≤ 1 business day | ≤ 5 business days |
| Bulk changes (10+ stores) | Plan agreed | Per rollout schedule |
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)
| Trigger | Credit |
|---|
| P1 BH Response exceeded guaranteed window (Sec. 5.2) | 5% of that store’s monthly fee |
| P1 Restoration exceeded target by > 4 hours (BH) | 5% of that store’s monthly fee |
| Three (3) or more P1 breaches in a calendar month | +10% of that store’s monthly fee
|
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
Good-faith negotiation between designated contacts.
Mediation by an agreed independent mediator.
Arbitration or court proceedings in Victoria, Australia.
17) Escalation Path (Retail Bundles)
18) Version Control
| Version | Date | Author | Notes |
|---|
| 1.0 | 01/12/2022 | Swazzy Pty Ltd | Initial release for RetailSupport, RetailSupport+, Retail Support Max. |
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