Dear Intercard Customer:
You, and all Intercard customers, are a critically important part of our business. We work tirelessly to ensure your complete satisfaction now and for as long as you are a customer. We provide technical support seven days a week.
Intercard's normal office hours are 8 am – 5 pm Central Standard Time (CST) Monday through Friday (except on holidays). The office can be reached for any questions or technical issues at (314) 275–8066 during normal office hours. Please use Ext. 0 to reach the operator. Trouble tickets can also be opened by emailing support@intercardinc.com. EMERGENCY support is provided for all hours the office is not open by calling (314) 275-8066 Option 1. Emergency call situations will be described on Page 5 of this document. For other concerns, please use the following to contact the appropriate department:
FOR RMA # FOR PARTS REPLACEMENT:
- First, contact Tech Services for troubleshooting.
- If an RMA must be issued, Tech Services will transfer you to the RMA department.
- 3-year warranty on readers, 1 year on all other hardware. Intercard offers an Advanced Replacement program (see below for details).
FOR TRAINING:
- Live Online on-going Individual Training.
- Customers who are in Good Standing (all amounts which are due and owing Intercard by the customer are paid in full on the date of request) at the time of the request are eligible to receive 1 hour of complimentary training at no charge each calendar month. Training must be scheduled in advance.
Access Microsoft Bookings
http://bit.ly/Intercard-Live-Training
- Training Manuals
http://bit.ly/Intercard-Manuals
- YouTube Training Videos
http://bit.ly/Intercard-Training-Videos
FOR ACCOUNTING QUESTIONS/ISSUES:
E-mail – accountsreceivable@intercardinc.com - 314-275-8066 option #4, then option #1
Technical Support Coverage:
INTERCARD SHALL HAVE THE RIGHT TO DENY TECHNICAL SUPPORT TO ANY CUSTOMER WHOSE ACCOUNT IS NOT IN GOOD STANDING AT THE TIME OF THE REQUEST FOR TECHNICAL SUPPORT.
Intercard Provided SQL Database:
Intercard is responsible for providing all hardware maintenance, database licensing, operating system and database software updates, and all database maintenance and backup services. Intercard will also provide application updates for any devices affected by database changes.
Customer Provided SQL Database:
If the hardware is not provided by Intercard, the customer is responsible for purchasing, licensing, and updating the SQL Server and Windows operating system software, in addition to performing all database maintenance and backups. The customer is also responsible for all Windows Server Operating System and hardware maintenance. Intercard may provide periodic application software updates provided the SQL Server and Windows Server Operating System versions are compatible with the Intercard software release.
Transaction Servers:
The customer is responsible for the Windows Server Operating System and hardware maintenance if the hardware is not provided by Intercard. If the hardware is provided by Intercard, (1) Intercard is responsible for all hardware during the warranty period (See Warranty section), subject to the terms of Intercard's warranty, and (2) the customer is responsible for UPS backup and regular Microsoft updates. Intercard provides periodic Transaction Server software updates.
Teller:
Intercard is responsible for all hardware during the warranty period (see Warranty section), subject to the terms of Intercard's warranty. The customer is responsible for UPS backup and regular Microsoft updates. Intercard provides periodic Teller software updates.
POS:
Intercard is responsible for POS hardware during the warranty period (see Warranty section), subject to the terms of Intercard's warranty. This includes barcode scanners, receipt printers, cash drawers, and wristband printers (if supplied by Intercard). The customer is responsible for UPS backup and regular Microsoft updates. Intercard provides periodic POS software updates.
Card Readers:
Intercard is responsible for all hardware during the warranty period (see Warranty section), subject to the terms of Intercard's warranty. This includes the reader cable harness.
Wireless Access Points:
Intercard is responsible for all hardware provided by Intercard during the warranty period (see Warranty section), subject to the terms of Intercard's warranty. Intercard configures access points and provides remote support only.
No aspect of any hardware provided by the customer is Intercard's responsibility. The customer is also responsible for WAP configurations, including SSID, encryption, and channel settings.
Intercard Router:
Intercard is responsible for the router configuration and set-up. By default, the customer does not have access to the router for security reasons. In case the customer needs access to the router (as may be determined by Intercard at its sole and complete discretion), a username and password will be provided after the customer signs and returns to Intercard the "Router Release Notification Authorization" document.
FEC Software:
Intercard provides the FEC software installer and periodic software updates. The customer can install up to 4 FEC Back Office Software Manager instances per location.
Network:
Intercard does NOT support the Local Area Network, which includes switches, patch panels, or Cat 5/6 cables, wireless access points (not provided by Intercard), and routers (not provided by Intercard).
Technical support is generally provided remotely, either over the phone and/or via the Internet. The Intercard technical team must have full remote access to the customer's local network (VPN, RDP, and VNC) with access to all devices that require technical support. Only Intercard software and hardware provided by Intercard are supported by Intercard. Third-party software or hardware shall be supported by the vendor of such software or hardware.
On-site support is subject to availability and a fee. Please contact Intercard for pricing.
NOTE: If the customer asks any member of Intercard's technical team to resolve issues related to "non-Intercard" hardware or software, the customer acknowledges, understands, and agrees that all such time spent by Intercard's technical team on such matters is billable by Intercard and invoiced to the customer at Intercard's current hourly rate, payable $125 US/hr.
Security and Antivirus Protection:
Intercard assigns default Windows administrator, and Windows user accounts for each transaction server, POS, and teller. The Windows user does not have any administrative rights. The Windows user and Windows administrator password can be obtained by contacting Intercard technical support, and reasonable requests will be honored as soon as possible. Auto logging with the Windows user is configured for each POS and teller, which means the applications will start automatically under the Windows user.
Intercard installs the Microsoft Security Essentials Antivirus product by default. The customer is responsible for ensuring regular antivirus updates are applied and/or installed and for maintaining any other non-port blocking antivirus software of their choice.
Technical Services Standard Support Hours:
Monday – Friday – 8:00 am to 5:00 pm CST (except holidays)
Intercard technicians are available from 8:00 am to 5:00 pm Central Standard Time (CST) Monday through Friday (except holidays). If during this time, all technicians are busy assisting other customers, the caller has the option of leaving a voice message which will be delivered to the technical services staff. Customers can also access the service department by either sending an email (to support@intercardinc.com) or by accessing the Intercard Customer Support Portal (at support@intercardinc.com), then entering the email and password you set up to gain access to the Portal. These last two methods will create and send a ticket to the Technical Services team, notifying them of the customer's issue. Keep in mind that calling will always provide the quickest means of support as calls are dealt with immediately, whereas tickets are generally handled after all calls have been processed.
Technical support response times depend on the current volume of calls and support tickets. Generally, calls and emails are responded to in the order that they are received; however, some calls or emails might be responded to sooner than others depending on the nature of the issue encountered or other circumstances.
Emergency Technical Support Hours:
Monday – Friday – 5:01 pm to 7:59 am CST, Weekends and US or Local Holidays
INTERCARD SHALL HAVE THE RIGHT TO DENY EMERGENCY TECHNICAL SUPPORT TO ANY CUSTOMER WHOSE ACCOUNT IS NOT IN GOOD STANDING AT THE TIME OF THE REQUEST FOR EMERGENCY TECHNICAL SUPPORT.
Support ticket emails are not regularly checked after Intercard's normal office hours. The emails will be responded to after all support calls are handled. For true emergency situations, you will need to call the emergency line at (314) 275-8066 Option 1. In the event all on-call technicians are working with other customers, please use the option to leave a message and provide clear information stating the customer's name, phone number, location name, and description of the emergency. Typical after-hours response time for voice messages is between 5 – 30 minutes.
All calls received after Intercard's normal business hours will go to Intercard's Tier1 staff and Tier2 on-call technicians – they will be answered based on the availability of staff (those not on current calls). As with calls received during Intercard's normal business hours, if all technicians are busy assisting other customers, the caller has the option of leaving a voice message which will be delivered to the technical services staff. These messages will be routed to the appropriate on-call staff members.
All support calls deemed an emergency (examples listed below) are free of charge. This will include any problem that impacts the basic operations of the customer's system. The customer may call and request EMERGENCY service for the following reasons:
- Card Readers down – ALL or a majority of all readers are not starting up properly or are not accepting card swipes (this DOES NOT pertain to a single reader not working or needing to be configured).
- POS system not functioning (locked up, won't start, unable to make sales).
- Teller not functioning (screen locked up, unit won't start up, unable to make cash or credit card sales, cards not dispensing).
- Credit Card processing is not working (the customer should verify its Internet is working prior to calling).
- Transaction Server not functioning (server is locked up, the system won't start, unable to process DHCP requests).
- Database/Web Service errors (transactions not passing to the database, card data unavailable, SQL processing error messages); or
- Network problems (performance degradation, device-specific errors, communication errors between devices).
Non-Emergency technical support will be provided, if possible, by the on-call technician for a fee payable by the customer (one-hour minimum at a charge of $125 US per hour; any time beyond 1 hour is billed in 15-minute increments). The determination of whether a call is an Emergency or a Non-Emergency, and whether a fee is payable by the customer shall be made by Intercard in its sole and complete discretion.
*Emergency cases will always be handled prior to Non-Emergency cases.
Non-Emergency technical support services performed outside of Intercard's normal business hours (for which a fee is payable by the customer) include (but are not limited to):
- Remote installs/setup/configuration;
- Game configuration or wiring of the reader to the game;
- FEC software installs;
- Issuance of equipment RMAs;
- Shipping or receiving issues;
- Troubleshooting of reports;
- Card/transaction dispute issues;
- Promotion set-up/configuration (i.e., Happy Hour, Bonus Set-up, Memberships); and
- Product set-up/configuration (i.e., Cash Cards, Time Play Cards, Redemption Items).
Warranty Terms:
Intercard warrants that under normal use and service, its products will be free from defects in workmanship and material. Any part found to be defective, at Intercard's option, will either be repaired or replaced. Notification of any workmanship or material defect under this warranty must be received by Intercard in writing within 90 days of installation or 105 days from delivery, whichever occurs first. This warranty does not apply to normal wear, damage due to improper handling or operation, tampering, or alterations not approved by Intercard resulting in cracked or broken components or to equipment damaged by excessive heat, cold, or moisture. Items not manufactured by Intercard will be covered by the original manufacturer's warranty only, and Intercard has no duties or liabilities with respect to such items. These items include but is not limited to bill acceptors, card dispensers, routers, and other network communication devices and coin/token acceptors or dispensers. Intercard's sole responsibility and the customer sole remedy for any breach of the foregoing provision is, at Intercard's option, to repair or replace such defective product at Intercard's plant or the customer's locations without extra product charge to the customer. These warranty provisions do not extend to product repaired, modified, or altered in any way outside of Intercard's facilities without Intercard's prior written authorization.
Governing Law and Venue: Intercard's relationship with the customer and any agreement and any transactions between Intercard and the customer shall be governed by and interpreted in accordance with the laws of the State of Missouri and the United States of America. Any legal action or proceeding with respect to any agreement, transaction, claim, or controversy between Intercard and the customer shall be brought either in the St. Louis County, Missouri Circuit Court or any court of the United States of America for the Eastern District of Missouri located in St. Louis, Missouri. In consideration of the customer's acceptance of the goods and/or services provided to the customer by Intercard, the customer hereby accepts for itself and, in respect of its property, generally and unconditionally, the jurisdiction of such courts. The customer irrevocably waives any objection, including any objection to the laying of venue or based on the grounds of forum non-conveniens, which the customer may now or hereafter have to the bringing of any such action or proceeding in such respective jurisdictions. The customer irrevocably consents to the service of process of any of such courts in any such action or proceeding by the mailing of copies thereof by certified mail, first-class postage prepaid, to each of the other parties at its address provided herein, such service to become effective 30 days after such mailing. In the event it becomes necessary for Intercard to employ legal counsel, or to bring an action at law, in equity or other proceedings, to collect any sums from the customer, or for the breach of any agreement the customer has made with Intercard, then the customer agrees to pay Intercard, and Intercard shall be entitled to recover from the customer, its costs and expenses (including its attorney's fees) in pursuit of such collection efforts.
LIMITATION OF INTERCARD'S LIABILITY: THE CUSTOMER ASSUMES ALL RISKS AND LIABILITIES ARISING OUT OF USE BY THE CUSTOMER (OR ITS CUSTOMERS AND PATRONS) OF THE EQUIPMENT, SOFTWARE, AND SERVICES PROVIDED BY INTERCARD. INTERCARD SHALL NOT BE LIABLE FOR, AND THE CUSTOMER ASSUMES TOTAL AND ABSOLUTE LIABILITY AND RESPONSIBILITY FOR, ALL INJURY AND DAMAGE RESULTING FROM OR RELATING TO THE USE OF THE EQUIPMENT, SOFTWARE, AND SERVICES PROVIDED BY INTERCARD OR THEIR MALFUNCTION, BREAKDOWN, OR FAILURE. TO THE FULLEST EXTENT PERMITTED BY LAW, INTERCARD'S TOTAL, SOLE AND EXCLUSIVE LIABILITY, AND THE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY, UNDER ANY CLAIM OR CAUSE OF ACTION ARISING OUT OF OR IN CONNECTION WITH USE BY THE CUSTOMER (OR ITS CUSTOMERS AND PATRONS) OF THE EQUIPMENT, SOFTWARE, AND SERVICES PROVIDED BY INTERCARD (INCLUDING, BUT NOT LIMITED TO, CLAIMS OR ACTIONS ARISING OUT OF OR BASED IN CONTRACT, TORT (INCLUDING INTERCARD'S NEGLIGENCE OR GROSS NEGLIGENCE), OR OTHERWISE) IS EXPRESSLY LIMITED TO REPURCHASE OF THE PRODUCTS WITH RESPECT TO WHICH DAMAGES ARE CLAIMED AT THE FAIR MARKET VALUE OF SUCH PRODUCTS (AS DETERMINED BY INTERCARD). IN NO EVENT AND UNDER NO CIRCUMSTANCES SHALL INTERCARD BE LIABLE FOR INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES OR LOSS OF USE, REVENUE, OR PROFIT (INCLUDING, BUT NOT LIMITED TO, LOSS OF: PROFITS, GOODWILL, BUSINESS OPPORTUNITY, USE OF FACILITIES OR EQUIPMENT, EXECUTIVE OR EMPLOYEE TIME) EVEN IF INTERCARD HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND THE CUSTOMER SPECIFICALLY DISCLAIMS THE RECOVERY OF THESE ITEMS HEREBY. THE CUSTOMER ACKNOWLEDGES THAT THE LIMITATIONS SET FORTH IN THIS SECTION ARE INTEGRAL TO THE PRICES CHARGED BY INTERCARD FOR ITS EQUIPMENT, SOFTWARE, AND SERVICES AND THAT, WERE INTERCARD TO ASSUME ANY LIABILITY IN EXCESS OF THAT SET FORTH HEREIN, SUCH PRICES WOULD, OF NECESSITY, BE SUBSTANTIALLY HIGHER. THUS, THE PARTIES AGREE THAT SUCH LIMITATIONS AND EXCLUSIONS ARE NEITHER UNREASONABLE NOR UNCONSCIONABLE. THESE LIMITATIONS AND EXCLUSIONS APPLY TO THE EXTENT THAT SUCH EXCLUSIONS AND LIMITATIONS ARE NOT PROHIBITED BY APPLICABLE LAW.
Note: Applies to new equipment purchases only
Intercard Hardware:
Maximum warranty period (from shipment date) for Readers:
Labor: 36 Months (3 Years)
Parts: 36 Months (3 Years)
Maximum warranty period (from shipment date) for Teller/Kiosk:
Labor: 12 Months (1 Year)
Parts: 12 Months (1 Year)
3rd Party Item Warranty
Items and components not manufactured by Intercard will be covered by the original manufacturer’s warranty only. These items include, but are not limited to, bill acceptors, card dispensers, modems, and other network communication devices and coin/token acceptors or dispensers.
Intercard Software:
All Intercard Software is “non-transferrable”.
NOTE: Cards and other media will be produced by a third-party vendor. Separate shipping costs, tariffs, and customs charges may apply and will be payable by the customer.
Return Process:
If any issues should arise with an Intercard manufactured item, the customer must first call Tech Services for a technical diagnosis and ticket #: 314-275-8066, option 1 or 1-800-732-3770, option 1.
If Tech Services cannot find a resolution, Tech Services will issue a ticket # and direct the customer to the RMA department. A Return Material Authorization (RMA) will be required in order to send the unit back for Repair & Return, Advanced Replacement, or Warranty Replacement. Once an RMA number has been authorized, the RMA department will email instructions to the customer on how to return the defective item(s).
(Please make note emails sent to a @gmail.com address tend to find themselves in the JUNK/SPAM folder. The customer should check this folder if it does not see the RMA in its regular email inbox.)
Advanced Replacement Program:
Intercard offers (for an additional cost) an Advanced Replacement program to help the customer while Intercard addresses any issues with the customer's defective equipment, regardless of warranty status. The customer keeps the advanced replacement item Intercard ships and sends Intercard the defective item using the RMA# provided. Intercard will fix the defective item and add that cost, minus warranty coverage (if any), to the Advanced Replacement fee (25% of the price of a new item) (unless the return occurs within the first 90 days after installation, in which event there is no fee (excluding readers, for which an Advanced Replacement fee will always be charged)), plus shipping. This is a courtesy Intercard provides should something stop working during normal day-to-day operations. Intercard's Advanced Replacement Program is separate from its Warranty Policy.
Warranty Replacement Process:
If an item is under an Intercard warranty, a replacement item will be sent out to the customer, shipping as determined by Intercard, within 24-48 hours of the request. A return label will be generated and included in the replacement shipment or emailed to the customer directly.
PLEASE NOTE: If defective items are found NOT to be covered under warranty, the customer will be responsible for freight (both ways) plus all non-warrantied repairs completed. As a reminder, BROKEN/DAMAGED items are NOT covered by Intercard's Warranty, and the customer will incur a cost to repair and return.
NOTE: The customer will need to pay for all billable repairs in advance.
Intercard accepts payment via cash, check, credit card, ACH, and other bank transfer methods. Some methods, including payment by credit card, may incur additional fees.
Shipping and Handling:
Any "visible damage" to boxes or components on receipt of delivery must be noted on the delivery receipt. A copy must be retained by the receiver, and a report made to Intercard immediately.
Any damage to equipment not discovered until after unpackaging must be reported to Intercard and the shipper within 5 days of receipt. If the receiver fails to perform either step above, the customer assumes all costs for repair and/or replacement of any damaged items.
All hardware and software items will be shipped FOB from Intercard's dock in St. Louis, Missouri.
In some cases, "rush shipping" is available at an additional charge.
Commissioning and training:
Option 1 is an on-site installation. Intercard will send 1 or more technicians to the customer's site to perform installation, set-up, configuration, commissioning of the system, and training for the customer staff.
Intercard personnel will make pre-installation Phase Calls weekly prior to Intercard technicians arriving on-site to ensure tasks are being completed and the site is prepared for the installation.
NOTE: In the event, Intercard technicians arrive at the customer's site and the pre-installation has not been completed, Intercard will notify the customer that no work can be done until the site has been completely prepared. This may result in Intercard's technicians leaving the site and returning at a later date. This may also result in an additional cost to the customer. Intercard technicians do not and will not be responsible for reader or game installation, low voltage wiring, network hardware, or network cabling installation. These tasks are the customer's sole responsibility and must be completed before the Intercard technicians arrive on-site.
Option 2 is a "remote installation" performed by Intercard's Tier 2 and senior technicians. Intercard personnel will remotely access the customer's system once it has been completely set up (i.e., the customer has performed all of its duties and responsibilities regarding the readers, games, network hardware, electrical power, network cabling, servers, tellers, and POS stations). Intercard's technicians will complete all final configuration and connections as well as remotely train the customer's staff.
Financial Terms and Conditions:
Intercard's standard payment terms are 50% of the cost of the order payable with submission of a signed Quote with the balance payable no later than 2 weeks prior to equipment shipping. This structure will qualify the customer's center to be placed on Intercard's install schedule and, in most instances, will allow Intercard to ship readers to the customer or an installer designated by the customer once the initial deposit is received.
Intercard accepts payment via cash, check, credit card, ACH, and other bank transfer methods. Some methods, including payment by credit card, may incur additional fees. ALL SALES ARE FINAL. Equipment and software are custom-made, custom-configured, specially manufactured goods, "non-refundable," "non-transferrable," and "non-returnable." If Intercard decides, in its sole and absolute discretion, to make an exception to this policy, and agrees to permit the customer to return items, the customer may be required to pay a "restocking fee" for such returned items.
All products/goods/equipment ordered will be shipped to the customer only after all payment terms identified in the customer’s Quote have been satisfied AND (if the customer is a current customer) the customer’s account is in Good Standing (as previously defined).
IMPORTANT – READ THIS:
Intercard shall have the right to shut off all connection to the database, software and discontinue Support Services (Shut Off). A Shutt Off will result in, but is not limited to the following: immediate loss of access to reporting and any existing card account balances, a cessation of customer player card functions, player account balance access, and game activation functions. This Shut Off can affect any and all of the customer's locations, any time when payment of ANY item in the customer's account (no matter what location that item is associated with) is more than 60 days past due. Once any item in the customer's account is 30 days past due, Intercard will send the customer a written/electronic NOTICE OF CREDIT HOLD & INTENT TO SHUT OFF. No further notice of the possible Shut Off will be sent to the customer. At any time after the expiration of this 60-day period, Intercard, in its sole, absolute, and complete discretion, without further notice, may Shut Off any and all of the customer’s locations. Once a customer’s account has been Shut Off, the customer must pay Intercard in immediately available funds ($US), ALL open invoices (regardless of due date), and a $1,000.00 reconnect fee.
These policies may be changed, altered, modified, or revoked, in whole or in part, at any time and from time to time at Intercard's sole and absolute discretion. As Intercard's and the customer's relationship will continue to be governed by the most current version of these Policies, the customer is advised to periodically check these Policies for the most current version by logging into the customer portal at support@intercardinc.com or by emailing sales@intercardinc.com.