Support services

Pacific Retail provides additional services with the StoreTrader products either through Distributors or, in selected cases, direct to the StoreTrader user.

StoreTrader Support

This provides reliable technical support and maintenance of the StoreTrader products and their optional modules. It incorporates:

• problem reporting, by email, phone & fax
• problem diagnosis, fixing and fix distribution
• product enhancement and release distribution.

Support is provided on an annual basis and is charged for at the beginning of the Support Year. The first year’s Support is bundled in the price of each product.

Customer-specific software development

A customer may ask Pacific Retail to modify or extend the StoreTrader software, or to provide a new function outside of StoreTrader.

Pacific Retail will accept the initial request from the customer in the form of a Function Request which is a written generalised description of the required function. Pacific Retail will analyse the request to determine its effect on any related software and the likely effort involved and will give the customer a Software Development Estimate. This shows the estimated effort (in man-days) and cost, and the limitations of the development (such as when it may be used, or any restrictions it may place on other parts of the system).

Customer testing

Pacific Retail tests every version and modification to StoreTrader, and every customer-specific software development to ensure it conforms with requirements. However the customer is responsible for timely testing of the delivered software in the customer environment and Pacific Retail will not accept responsibility for software errors when the customer has not completed acceptance testing within 30 days of software delivery.

Implementation

Pacific Retail will help with the installation of StoreTrader on customer premises or at Pacific Retail’s offices. The services include installing and configuring the software and user training, and are charged at a standard daily rate, with any travelling or other expenses charged at cost.

Some implementation services are provided for a fixed charge. An example is supplying a pre-configured Verifone SC5000 for chip & pin authorisation.