TABLE OF CONTENTS

• K3-Supplied Hardware in Year 1
  • If you have a K3 Hardware Support Contract
  • If you do not have a K3 Hardware Support Contract (but K3 supplied the hardware)
• Post Year 1 Support (Hardware Support Contract Required)
  • K3 Supplied Hardware
  • Non-K3 Supplied Hardware
• When and How Will K3 Respond to Faults?
  • Service Level Agreement
  • Support Process
• What’s Not Covered

K3-Supplied Hardware in Year 1

If you have a K3 Hardware Support Contract

During the first year after K3 have supplied your POS/till, the full system is covered which includes:

• All-in-one POS units or PC based units
• Receipt printers
• Barcode scanners
• Cash drawers
• Monitors (if sold with PC base unit)

Optional Add-ons you may have purchased:

• Ticket printers
• Label printers
• Tablets
• Standalone monitors/screens
• Hand Held Terminals (HHT’s)
• K3 Supplied Integrated Payment Terminals (purchased with an additional EFT package)

Cover is for:

• Hardware Failures - Malfunctioning or failed items supplied by K3.
• Diagnosis and repair - Faults that occur through normal usage of the equipment.
• POS OS - POS Windows operating system issues which cause the POS to cease working.
• Associated Cable or PSU Failures - Issues with power supply units (PSUs) or data cables originally supplied with covered items.

Remote or On-Site Attendance as required for repair or replacement of faulty hardware. Depending on the criticality, we may ask you to ship items to us for repair.

If you do not have a K3 Hardware Support Contract (but K3 supplied the hardware)

If you do not have a K3 hardware support contract, you will be covered under the manufacturer's warranty only. Items will be handled via the suppliers standard RTB (return to base) warranty policy which K3 will facilitate. Note that our assistance will not be governed by a Service Level Agreement.

Any shipping or initial inspection costs incurred by K3 will be passed on to the customer.

The manufacturer's warranty may be longer than one year, but if you do not have a support contract with us, you will need to work with the manufacturer direct (or ask for us to quote to help you).

Post Year 1 Support (Hardware Support Contract Required)

K3 Supplied Hardware

For K3-supplied hardware, customers can opt to purchase an annual hardware support contract (if they haven't already from the date we supplied the hardware).

If a spare part is required for a repair, and it's for standard hardware which K3 supplied, the cost of the spare part is included in the annual hardware support. We generally hold them in stock for quick remediation which includes new and refurbished parts.

In the unlikely event that a whole replacement POS unit or other sealed unit such as a tablet is required (not just a spare part), then this would not be included free of charge (unless the manufacturer's warranty provides for a free new complete unit).

Note that if K3 supplied the hardware which is now more than a year old, but you do not have a hardware support contract with K3, then we may be able to help you, but it would not be governed by any SLA target times, and all time and materials would be chargeable at the standard rates.

Non-K3 Supplied Hardware

We can provide hardware support via a contract for customers who did not purchase their hardware from us. We will carry out a hardware audit before quoting and taking on support which will include recommendations, and terms bespoke for each customer.

We will not purchase spares for your own hardware, but you may purchase spares which we will hold in stock, ready for any emergency repairs.

Also See
- How Long Can Hardware be Supported For?

- Need Help, but Don't have a Hardware Support Contract?

When and How Will K3 Respond to Faults?

The following only applies to customers who have a hardware support contract in place.

Service Level Agreement

Customers with an annual hardware support contract will benefit from the target times as explained in the Standard Service Level Agreement (SLA). This SLA applies to the hardware and any faults with K3 software which you may be subscribing to. 

We will fix things remotely if possible, but if required to attend a site, we pride ourselves on usually being able to attend either the same, or next business day (depending on location and time of the fault being raised to us).

Standard Hours of coverage are weekdays (excluding UK Public Holidays) by default, but there are options to purchase weekend and Public Holiday cover as well, as explained in What days and times is Support available?

In addition, there is an option for having a Premium Service Level Agreement (SLA) - see What are the Benefits of the Premium SLA? for more information.

Support Process

We have multiple channels for you to gain access to support - see How do I contact K3 Retail Support? Once a support ticket is identified as a hardware-related issue, our first line support team will pass it to the hardware support team.

Once the hardware technician confirms that the customer and hardware is eligible for hardware support, the technician will performs an initial diagnosis of the problem through a phone call or remote session. Basic checks include:

• POS units - Is there power to the unit? Can it reboot? Are any error messages displayed on the screen?
• Receipt printers - Can it print a self-test with legible text?
• Barcode scanners - Can it scan a barcode in Notepad?
• Cash drawers - Does it open correctly?

If necessary, the technician will arrange an on-site visit at a mutually convenient time to investigate and rectify the issue. For issues which don't require a specialist engineer on site, we may ship replacement items to you and provide you with instructions and remote assistance to install them.

What’s Not Covered

Regardless of how old the hardware is, the following are not included in the hardware purchase price or support fees:

• Deliberate or Accidental Damage - Hardware damage caused intentionally or due to mishandling or accidents. This includes cosmetic damage which is not covered.
• Environmental Changes - Damage resulting from environmental factors such as water, heat, electrical, or other external conditions outside of our control.
• 3rd Party Changes - Any modifications, non-approved software installations, changes to the operating system or amendments by the customer, third-party services or vendors.
• 3rd Party Software - Any software not owned by K3 (e.g. the Windows operating system, antivirus), and updates to 3rd party software.
• Item Relocation - Moving or relocating hardware to a different location without consulting with K3 or K3's involvement.
• Consumables like printer toner, print heads, accessories, parts intended by the equipment manufacturer to require periodic replacement.
• Additional Hardware – Hardware not supplied by K3, or if you are using your own hardware, if it was not in the support contract audit.
• Data Restoration - if data is lost as a result of a hardware failure (e.g. a hard drive), we will rebuild the software, but cannot recover the software's data. If you have a backup and need help restoring it, we may be able to assist (time would be chargeable)
• Items Beyond Economic Repair - Any hardware where the cost of the required part(s) to make the hardware properly functional will exceed the current list or new replacement price, and/or any required spare parts or components are no longer available from the manufacturer.