Client Support SLAs

Vita Mojo will provide support to all clients using VMOS software to assist with any problems and help resolve any issues in a timely manner. All issues need to be properly documented (e.g. technical issues should be illustrated with screenshots or descriptions of what happens when an issue occurs) in order for an issue to be properly troubleshooted and resolved.

Onboarding Support

Vita Mojo will provide a project manager for the duration of the VMOS implementation process to assist with the tasks needed to set up the VMOS software and help the client with any queries pertaining to the use and set up of the VMOS software. The client will provide Vita Mojo with the necessary assets to set up the VMOS software on their behalf (menu, imagery, branding assets, account & payment details) and the timeliness of the provision of these assets will be dependent on the software being launched on the proposed launch date.

Vita Mojo will additionally provide 1 training session facilitated by the Vita Mojo training team in order to demonstrate the functionality of the software and outline some troubleshooting hints and tips. Software manuals and troubleshooting guides will be provided free of charge and additional training sessions can be purchased from Vita Mojo.

Once the client has launched on VMOS, the project manager will hand over all support requests to the Vita Mojo client support team. Direct emails sent to the project manager after the implementation process is complete will be forwarded to the support team.

First Line Client Support

Vita Mojo will provide customer support to all clients via email at support@vmos.io.

First Line Client Support comprises of;

1. Software changes and amendments

   1. Menu updates

   2. Imagery and branding changes (large scale branding changes may incur a charge)

   3. Account configuration (opening hours / order settings etc)

1. 1. Discounts and promotions configuration

2. Technical troubleshooting and issue resolution

   1. Issues encountered when placing an order on VMOS

   2. KDS issues in blocking fulfillment of an order received on VMOS

   3. Advice on hardware issues*

   4. Advice on network connectivity issues*

* the client is responsible for the hardware and network connections used to run VMOS. Vita Mojo will provide advice to the client’s IT support team on on how to troubleshoot issues where applicable, but if the issue remains unresolved the client will need to contact hardware or network providers for a full resolution.

Technical Client Support

If an issue is not resolved in contacting first line client support, the Vita Mojo client support team will escalate the issue to the technical support team, who will investigate the issue. In this circumstance the technical support team may contact the client directly, or work with the client support team to resolve the issue. The client may be required to facilitate solutions in order to resolve the issue, for example hard quit and restarting the app, checking internet connectivity, updating the VMOS app.

Technical support will be provided during standard business hours, however escalation to technical support for priority 1 and 2 issues will be supported throughout first line support hours. Please see Support and Issue Resolution SLAs for more information.

End User (Customer) support

The client is responsible for providing on site support for all end users of VMOS including how to use the system and on-site troubleshooting for end users.

Vita Mojo will always aim to assist the client with any customer related issues around placing an order on VMOS, however Vita Mojo will never deal directly with a customer, but only through the client using VMOS. If a customer issue with an order is raised, Vita Mojo will require the order number of the customer in order to look into the issue otherwise we will not be able to assist in this matter.

Support SLAs

Vita Mojo aims to provide the following service level agreements for all client support remotely:

First Line Support

• Availability: 6am - 8pm Monday - Sunday (excluding Christmas Day)

• Response time: Initial response within 2 hours

Technical Support

• Availability: 9am - 6pm Monday - Friday (excluding Bank Holidays)

• Response time: within 1 business day of escalation to technical support

Issue Severity SLAs

Software Issue Priority

Priority 1 - outage issue preventing all customers from placing any order through the VMOS platform.

Target time for initial resolution - 4 hours from the time of the issue being logged

Priority 2 - any issue preventing orders being taken through any one (or more) software section (e.g. Click & Collect / Kiosk etc)

Target time for initial resolution - 8 hours from the time of the issue being logged

Priority 3 - any issue materially affecting (but not preventing) customers from being able to place any order on any VMOS software section

Target time for initial resolution - 2 business days

Priority 4 - all other issues affecting orders being placed on any VMOS software section

Target time for initial resolution - Reasonable efforts to resolve within the next release