Support and Service Level Agreement - Volumental Solution

1.      First and Second Level Support

Customer satisfaction is a key priority for Volumental. For us that includes providing the best possible support for all our customers all over the world. The success of our customers is the success of Volumental. Our goal is always to maintain a support and service level that fits our customers’ needs and helps them use the Volumental Solution successfully. Volumental uses a two-layer support structure. This provides that the IT departments at the Customer are the primary support touchpoint for the stores (the “Stores”) — first-level support. If the matter requires escalation, the Customer will be in direct contact with Volumental support and engineers — second-level support.  The main purpose of the first-level support is to check that the problem is not a basic setup issue or an issue that is easy to solve such as a Wi-Fi connection issue. It is not expected that first level support is to solve highly technical issues. All support requests that can’t be directly solved by first-level support can be directly escalated to second-level support at Volumental. Volumental will continuously provide Customer with free training for first-level support staff. Volumental also provides a knowledge base for first-level support staff and training material for store clerks at: knowledge.volumental.com.

2.      Second Level Support

2.1.      SUPPORT LEVEL

The support and maintenance services provided by Volumental to the Customer as part of the second-level support are set forth below.

2.2.      DEFINITIONS

• “Business Day(s)” shall mean normal Swedish business days, excluding Saturdays and Sundays. In addition to this Christmas Eve, Swedish Midsummer and Swedish Easter holidays will be excluded from Business Days.

• “System Critical Error(s)” shall mean any condition in the Software or the Scanner that renders the service or operation of the Volumental Solutions unusable or inoperative for more than 10 Volumental Solutions and is due to non-conformance of the Software or the Scanner with the intended function.

• “Critical Error(s)” shall mean any condition in the Software or the Hardware that renders the service or operation of a Volumental Solution unusable or inoperative and is due to non-conformance of the Software or the Hardware with the intended function.

Examples of Critical software errors include:

• • • Scanning function is not operational – a scan is not possible

Examples of Critical hardware errors include:

• • • A malfunctioning tower

    • The internal computer has ceased to function

• “Major Error(s)” shall mean any condition in the Software or the Scanner that results in degradation of routine service or operation of the Volumental Solution and is due to non-conformance of the Software or the Hardware with the intended function.

Examples of Major software errors include:

• • • Footwear recommendations are not operational – Recommendations tab does not open

    • User Profile does not open

Examples of Major hardware errors include:

• • • The LED light does not function

    • The WIFI does not work in a situation where Ethernet is used

• “Minor Error(s)” shall mean any Error in the Software or the Scanner, that is not a Critical or Major Error. Without limiting the generality of the foregoing, Minor Error shall also include any defects or inaccuracies in the documentation and cosmetic damage or Errors due to aging or wear and tear.

• “System Critical Errors,” “Critical Errors,” “Major Errors,” and “Minor Errors” do not include errors caused by factors not within Volumental’s direct control. Such factors and examples of errors include but are not limited to:

  • WIFI and network issues caused by other sources in the store

  • Outbound networks which do not allow the Scanner to connect to the internet

  • Outbound network which does not allow for at least a 5Mb/s connection

  • Errors caused by external devices that are not under Volumental's explicit control may include (depending on whether Volumental has explicit control) pressure plates, iPads, screens, or other hardware or software.

  • Data streams not controlled by Volumental, for example, retrieval of inventory information

  • User error, for example, connecting to an incorrect WiFi network

  • Usage of the scanner outside of intended usage as described in the user manual, including damaged hardware caused by an event outside of normal use

• “Error” means a Critical Error, Major Error, or Minor Error encountered by Customer or the Store when operating the Volumental Solution “Problem Report (PR)” shall mean the Customer’s notice to Volumental, reporting the details of an Error and Customer’s suggestion of how to reproduce the Error.

3.      Help Desk

Volumental shall, during Business Days, provide consultation and advice to the Customer regarding installation, operation, and maintenance of the Software and the Hardware. Furthermore, advice regarding submitted Problem Reports shall be given. The help desk services shall primarily be provided by electronic mail support from support@Volumental.com.

4.      Reporting and Correction of Errors

Customer shall report any Error by submitting a Problem Report to support@Volumental.com or via Volumental’s phone support. During the analysis of the Error, Customer undertakes to provide Volumental with reasonable assistance in reproducing the Error. Customer undertakes to make the Volumental Scanner accessible online during analysis. Each Problem Report shall contain the following information: (a) Scanner serial number found on the scanner (b) a description of the Error and its impact on the Software or the Hardware performance, and (c) a description of how to verify/reproduce the Error. Before reporting any Errors, Customer should ensure that it has made reasonable efforts to troubleshoot and reproduce the Error in accordance with the instructions for troubleshooting described at knowledge.volumental.com.

5.      Software Errors Response Times

Maximum time from a Problem Report to Volumental to address a Software Error:

Response times are measured as time elapsed from the first time a ticket is received to support@volumental.com but pausing on non-business Days. Resolution time begins only when a scanner is placed online so that Volumental may access it unless it has been verified through troubleshooting that connecting to the internet is not possible via Wi-Fi or Ethernet. Penalties are only applicable where the delay for remedy is caused due to an action or inaction of Volumental. A penalty is only applicable if Customer sends a request to Volumental for a penalty payment for breach of a resolution time. Without undue delay, Volumental will then verify whether the relevant error is appropriately classified as an Error capable of a penalty payment and whether the resolution time was breached. When a penalty is verified, then Volumental will pay Customer the penalty amount within 30 days. Customer may only make the request for a penalty within 60 days of resolution of an Error.

6.      Miscellaneous

Volumental is not obligated to provide maintenance and support services under the Framework Agreement if the Software or the Hardware has been modified without Volumental’s written consent or if the Volumental Solution has not been used in accordance with Volumental’s reasonable instructions and/or product documentation.