CONSULTING

There is no warranty period for Consulting related to support items (e.g., 14 days post-install warranty period). If Consulting made a mistake and/or configured something incorrectly, we will take responsibility and fix the issue.

• Service Requests (SR's) / issues should not be escalated to Consulting simply because the customer recently completed a Consulting project.

• Consulting should only be engaged after support has performed troubleshooting, documented and attempted to resolve the SR; determining the issues are misconfiguration related to the recent project and not for bugs nor product issues.

Thank you for raising a case via MOS.

After review of the detail provided, I can confirm that this case will be chargeable as new/additional configuration is required and such changes do not fall within your Oracle support contract.

Please review the attached letter, change the blue letters for the required information and reattach it to the service request.

Please reply with the following information to continue with the process:

Site Name:

Site Main Phone Number:

Contact First and Last Name:

Contact Phone Number:

REQUIRED CONTACT EMAIL ADDRESS:

POS Product and Version:

CUSTOMER UNDERSTANDS THIS IS A BILLABLE SERVICE and not included with Oracle Contract: (MUST BE YES, NO=close SR)

Details of Programming Request: (complete programming request information before a level of effort is sent to REQUIRED EMAIL ADDRESS)

Is site a standalone restaurant (FB POS) or is the restaurant in a Hotel or Casino (Hotel POS): Site is a XXX

Is site hosted or non hosted: xxx

If you prefer you can contact your sales manager to raise a quote and contract. Once this has been signed and returned by you, Oracle will process the paperwork and contact you directly. Sometimes, this can take a couple of weeks

Please contact your sales manager on the below contact details:

Name: xxxxxx
Email: xxxxxxxx

The case has been set to pending customer acceptance as this is awaiting action from yourself. The case will auto-close after 3 emails. If you no longer require the work to be carried out, please advise and we will close the case. Should no reply be received, the case will be closed.

Thanks

Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment