Dalton M.I.S. inc.

Serving The Valley Since 1990

 

Dalton Management Information Systems is a Phoenix, AZ. based point-of-sale VAR (value added reseller) whose history began 15 years ago with one person. Today,D.M.I.S. is still based in Phoenix, AZ.

While Hospitality is not our only area, our forte and knowledge is foremost in this area, as is the majority of our customer base. Our repertoire also includes retail, medical offices and other office systems applications.

 

DALTON MANAGEMENT INFORMATION SYSTEMS

SERVICE/MAINTENANCE RATES

As of 01-01-05

TRAINING CLASSES

All training classes are billed for by class. Each class is $250.00.

SERVICE RATES

The following is a detailed explanation of D.M.I.S.’s service rates for our clients. They are broken down into 3 categories. The first is normal business hours, non-warranty, the second is emergency hours, warranty, and the third is emergency hours, non-warranty.

D.M.I.S. has 2 (two) time periods which are defined as: 1. Normal Business Hours, 8am-5pm, Monday-Friday 2. Emergency Hours, 5pm-8am (weekdays)

All Day (Sat & Sun)

EMERGENCY CRITERIA

If the entire system is down.
More than one workstation is down.
A printer is down, and does not re-route.
No authorizations are being received on any credit cards, AND your credit card processor has been called to verify there are no problems on their end.
There will be a $25.00 fee for any non-emergency calls left on or made to the emergency service line or any personal cell phones after normal business hours. This includes paper and ribbon orders and accounting questions.


Service rates are as follows:

1. $125.00 per hour for non-warranty customers during normal business hours.

$125.00 per hour for warranty customers for any service not covered by the warranty.
$250.00 per hour for non-warranty customers during emergency hours (DMIS does not normally provide service
during emergency hours for non-warranty customers. This will only occur when the technician on duty is


available. DMIS can not guarantee this service for not-warranty customers)

* All service calls are billed in 1-hour minimum increments.

* Any service performed by DMIS to correct a problem NOT caused by the system, i.e. credit card processor problems, will be billed according to the rates mentioned above.

There is also a .37 cents per mile, mileage charge for customers beyond 50 miles from the office of D.M.I.S.

The mileage rate applies to miles round trip to and from customer site.

Example: Customer site is 100 miles from D.M.I.S. office. Total round trip is 200 miles

- 50 miles (first 50 free)

150 miles billable

X .37 cents per mile

$ 55.50 mileage charge

All customers beyond 150-mile distance from D.M.I.S. are considered a depot warranty customer.

Coverage for depot warranty will be covered further at the end of this summary.

MAINTENANCE AGREEMENT RATES

When a customer’s initial warranty period approaches its end, they may be offered the option of an ongoing maintenance agreement. The rates for the maintenance agreement are based on 15% of the current retail value of the system to come to an annual cost for maintenance. The calculated amount is based on annual payment.

PHONE SUPPORT RATES

We know it is easier for a customer to call for support in answer to a problem or question rather than trying to locate the answer, which may be in their records or attainable from their system administrator. However, your calls are also part of customer support, so the following phone rates may be charged to encourage customers to exhaust their front line options before calling for support;

1. $125.00 per hour for non-warranty customers during normal business hours.

2. $125.00 per hour for warranty customers during emergency hours and non-covered.

3. $250.00 per hour for non-warranty customers during emergency hours. (DMIS does not normally provide service during emergency hours for non-warranty customers. This will only occur when the technician on duty is available.
DMIS cannot guarantee this service for not-warranty customers)

*Phone support rates are billable in 1-hour minimum increments. Time is calculated from when phone is answered.

*Any service performed by DMIS to fix a problem NOT caused by the system, i.e. credit card processor problems, will be billed according to the rates mentioned above.

Example:

Customer calls D.M.I.S. If representative is at office when called, time begins when representative picks up phone. If representative is not available and returns customer’s call, time begins when phone is picked up/answered at customer’s location.

 

DEPOT WARRANTY

Phone support will be the same as listed for a non-depot customer. Any defective hardware will be either repaired or replaced at the discretion of D.M.I.S., Inc. Customer is responsible for cost of shipping defective items back to D.M.I.S., Inc. In turn, DMIS will ship replacement parts back to the customer with the same means it was shipped to us.

Example: Customer ships a part to us by UPS; we will ship replacement by UPS. If customer ships overnight FED-X, D.M.I.S. will ship replacement overnight by FED-X.


CUSTOMER PROCEDURES

Customers must call the (602) 216-2345 number to receive support. (DO NOT CALL CELL PHONES).

During Normal business hours (8-5p, Mon. through Fri.) your calls will be dispatched to the closest or the first available representative. During emergency hours and on the weekend we have a representative that is on-call. If the call is made and forwarded as an Emergency, the on-call Rep will respond to the call within 1 hour by phone. If a customer has an outstanding invoice that is past due, the customer will not receive a call back during Emergency Hours. The return call will be made the following business day during normal business hours.

As D.M.I.S. cannot control the phone company and/or pager company it is suggested that if the customer does not receive a response within 15 min. of a service call that they place another call unless the previously stated stipulation applies.

If the representative cannot resolve the problem, the next line of support is to the service manager. If the service manager cannot resolve the problem, the next line of support is to Randy Smith.