Support & Maintenance Terms
Phone Support: 8am to 6pm CST (Monday – Friday) (excluding company holidays)
Support Phone: 512.827.8808
Support Email: firstname.lastname@example.org
· Case Logging - Trouble tickets are initiated when you contact our support phone or email with an ongoing issue
· Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service are provided to all MAVN restaurants at no additional charge
· Bug fixes - From time to time we perform maintenance to bring the service into substantial conformance with the current user guide.
· Response time of 4 business hours
· Resolution Process
1. Trouble Ticket opened
2. Assign engineer to determine and correct the error
3. Periodic reports on the status of the correction
4. Initiate work to correct the error
· Scheduled Outages are typically scheduled after midnight when restaurants are closed and web traffic is at a minimum. Customers are notified via a temporary maintenance page while maintenance is being performed.