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Smarttek Terms of Use and Service
The purpose of the Terms of Use and Service is for Smarttek customers - information about the customer's facility's after-sales use and sales terms for all products provided by Smarttek.
Terms used in the Terms of Use and Service:
Maintenance agreement – service contract concluded between the User of the cash register system, cash register, self-service terminal or taxi meter and the Smarttek Service Department. The service contract determines the subject/object of service, the types of service and the order in which service services are provided. According to MK no. 96, the user may not independently operate a computer system in use (cash register, cash register system).
Maintenance agreement types – a type of agreement form that describes the conditions, incl. response time, priorities, list of included services, service contract price, etc. parameters.
Maintenance agreement services – groups of services that are provided as part of the service and according to the terms of the contract.
Maintenance agreement SLA - request creation priorities, which are binding for all Smarttek products and described in the Maintenance Agreement;;
Price of the maintenance agreement - a flat fee for the period depending on the type of agreement chosen. The price specified in the contract applies to the types of services included in the agreement.
Service agreement extra paid services - The price of additional services not included in the agreement is calculated according to the company's price sheet.
Service request processing procedure – the procedure for receiving, processing and providing solutions for requests defined in the Terms of Use and Service.
IT system of the internal service department - the IT system used by Smarttek to register and process all applications;
Remote connection programs - standard programs that are included in Smarttek products and approved by SRS (AnyDesk). The user must provide an Internet connection so that Smarttek can provide service services remotely
Service group: HelpDesk (consulting and training part)
Consulting and training questions about the company's services, programs and equipment components.
Communication: e-mail support@smarttek.eu; mob. +371 20110505; Whatsapp +371 20110505 (photo, video)
Service group: Technical support
Review of blocking and standard requests for program and equipment, troubleshooting, configuration and administration of program modules.
Communication: e-mail support@smarttek.eu; mob. +371 20110525; Whatsapp +371 20110525 (photo, video)
Service group: Technical support 24/7
Reviewing and troubleshooting blocking requests for program and equipment.
Communication: mob. +371 20110525; Whatsapp +371 20110525 (photo, video)
Service group: Administrative part of the service
Provision of control functions of service, administrative services, development of new solutions and implementation control of existing solutions.
Communication: e-mail office@smarttek.eu; mob. +371 20110545;
1. Service provision process
1.1. The service provision process begins with an incident. An incident is an event with the subject/object of the Agreement, which can be identified as - a user's "demand", "recommendation at work", "need", "inconvenience", "discrepancy", "error in the work of the system", etc. The user evaluates each incident and creates an request to the service department for the provision of services in such cases:
2. Request preparation
2.1. The service department provides services only within the scope of the maintenance agreement based on the conditions stipulated in the agreement.
2.2. The Service Department must inform the User about all planned works related to the requested services and coordinate their delivery times (does not apply to the processing of blocking and critical requests, in these cases the service delivery time is immediately after receiving the request).
2.3. The user must provide remote access to the cash register and IIS system components in accordance with the actual Terms of Use and Service.
2.4. The user provides Smarttek with free and unhindered access to the service item/object or its elements for the provision of services at the place of installation of the service item.
2.5. The user describes the circumstances of the incident as accurately as possible, performs the preventive measures described in the Terms of Use and Service, chooses an appropriate communication channel for creating an request, and performs other necessary actions.
3. Request registration
3.1. Registration of the request takes place in accordance with the Terms of Use and Service. Only the person in charge of the User, or a person who has undergone training and received a certificate of training from the Service Department, is entitled to create an request. The service department has the right not to process requests from persons who have not undergone training and who are not familiar with the current Terms of Use and Service.
3.2. Upon receiving the request, the service department requests the User to provide information about the circumstances of the incident, as well as provides recommendations that would allow the request to be resolved as quickly as possible. The user, on the other hand, is informed that failure to comply with the recommendations can significantly increase the request processing time. In addition, the service department has the right to evaluate such requests, within the framework of which the given recommendations have not been fulfilled. On the other hand, for fake departures, apply an appropriate service fee.
3.3. Upon receiving the request, the service department independently evaluates the level of importance of the request, determines the instruments and method of solving it (first remotely, if it cannot be done when visiting the User).
3.4. Requests received in accordance with the Terms of Use and Service are entered into the internal IT system, at the same time informing the user about the request number, request name, execution deadlines and planned execution progress.
3.5. The request has been registered and its processing has started when the User has been provided with full information about the incident, clarified uncertainties and fulfilled the recommendations provided by the Service Department.
4. Request processing
4.1. The service department processes requests according to the Terms of Use and Servicef and SLA.
4.2. The service department provides a description of the solution and a description of the related problems for each User application. User representatives reporting an incident must be familiar with previous reports and their solutions.
4.3. In addition to the User, the service department provides written or verbal recommendations on the necessary actions and additional services that must be performed based on the service subject/object and/or a specific incident in order to prevent possible errors, interruptions in operation, inaccuracies in work and other adverse consequences.
4.4. The user or his responsible person can refuse additional services orally or in writing, thus taking responsibility for the consequences of inaction.
4.5. In certain cases, when it is not possible to repair damage to the Service item/object remotely, or at the place of its installation, the service department has the right to take the Service item/object or any of its elements to the Smarttek Office. The service department creates an appropriate act for taking the service subject/object or its elements. After the completion of the repair and restoration of the operation of the Service item/object, the Service Service delivers the Service item/object to the User at its installation location.
5. Request solution and recommendations
5.1. Upon receiving a solution from the Service, the User is obliged to check and understand the solution provided. In case the User does not agree to the provision of a solution, a repeated application must be made.
5.2. The responsible person of the user, who made the request, is obliged to inform the persons involved in the execution of the Agreement about the receipt of the solution.
5.3. The user has the right to provide feedback to the Service Manager of the Service Department about the quality, speed and compliance of the solution with the request.
5.4. The responsibility of the service manager is to create a feedback link between the Service department and the user, with the aim of improving the quality and speed of the service.
According to the concluded maintenance agreement between the user and the Smarttek and the valid Terms of Use and Service, the user and Smarttek have defined obligations and rights that are binding on both parties:
6. User Responsibilities
6.1. To be informed about the current Terms of Use and Service published at https://smarttek.lv and to make requests in accordance with the Terms of Use and Service.
6.2. Provide true information about the incident by independently evaluating the type of request, indicate all mandatory fields according to the type of application, follow up on the execution of the request in compliance with the SLA, and also provide Smarttek with additional information, if necessary;
7. User responsible person rights
7.1. Notify the person in charge of the Smarttek (service administration) about SLA violations: response time, solution time and solution quality non-compliance with these regulations.
7.2. To adjust the time of scheduled works (calls) in accordance with the user's existing conditions and regulate the level of importance of the incident, determining the possible consequences for the operation of the user's company, if it does not conflict with these rules.
7.3. Expect a solution to the request within the terms specified in the SLA and recommend corrections to the Terms of Use and Service to improve service quality and speed.
8. Smarttek responsibilities
8.1. Ensure compliance with the Terms of Use and Service and continuously monitor the updating of the Terms of Use and Service.
8.2. Improve service request processes by introducing additional tools to improve the general service operation.
8.3. Communicate with the user, informing about the planned improvements in the Terms of Use and Service, as well as follow the recommendations for improving the Terms of Use and Service provided by the user, if they do not conflict with the current Terms of Use and Service.
9. Smarttek rights
9.1. Independently plan the execution of service requests in accordance with the company's SLA, as well as coordinate the execution of user requests and the conditions if the SLA will not be respected, indicating objective reasons in each specific case.
9.2. Independently assess the completeness and truthfulness of the information provided in each user's request, the level of importance, respecting the information provided by the user.
The Terms of Use and Service are an integral part of the service contract published at https://smarttek.lv. By signing the service contract, the user automatically agrees to the Terms of Use and Service.
Revision of Terms of Use and Service
Smarttek will regularly review and update these Terms. The current version is published by Smarttek on the homepage www.smarttek.lv.
Terms used in the Terms of Use and Service:
Maintenance agreement – service contract concluded between the User of the cash register system, cash register, self-service terminal or taxi meter and the Smarttek Service Department. The service contract determines the subject/object of service, the types of service and the order in which service services are provided. According to MK no. 96, the user may not independently operate a computer system in use (cash register, cash register system).
Maintenance agreement types – a type of agreement form that describes the conditions, incl. response time, priorities, list of included services, service contract price, etc. parameters.
Maintenance agreement services – groups of services that are provided as part of the service and according to the terms of the contract.
Maintenance agreement SLA - request creation priorities, which are binding for all Smarttek products and described in the Maintenance Agreement;;
Price of the maintenance agreement - a flat fee for the period depending on the type of agreement chosen. The price specified in the contract applies to the types of services included in the agreement.
Service agreement extra paid services - The price of additional services not included in the agreement is calculated according to the company's price sheet.
Service request processing procedure – the procedure for receiving, processing and providing solutions for requests defined in the Terms of Use and Service.
IT system of the internal service department - the IT system used by Smarttek to register and process all applications;
Remote connection programs - standard programs that are included in Smarttek products and approved by SRS (AnyDesk). The user must provide an Internet connection so that Smarttek can provide service services remotely
Service group: HelpDesk (consulting and training part)
Consulting and training questions about the company's services, programs and equipment components.
Communication: e-mail support@smarttek.eu; mob. +371 20110505; Whatsapp +371 20110505 (photo, video)
Service group: Technical support
Review of blocking and standard requests for program and equipment, troubleshooting, configuration and administration of program modules.
Communication: e-mail support@smarttek.eu; mob. +371 20110525; Whatsapp +371 20110525 (photo, video)
Service group: Technical support 24/7
Reviewing and troubleshooting blocking requests for program and equipment.
Communication: mob. +371 20110525; Whatsapp +371 20110525 (photo, video)
Service group: Administrative part of the service
Provision of control functions of service, administrative services, development of new solutions and implementation control of existing solutions.
Communication: e-mail office@smarttek.eu; mob. +371 20110545;
1. Service provision process
1.1. The service provision process begins with an incident. An incident is an event with the subject/object of the Agreement, which can be identified as - a user's "demand", "recommendation at work", "need", "inconvenience", "discrepancy", "error in the work of the system", etc. The user evaluates each incident and creates an request to the service department for the provision of services in such cases:
- The user does not know the solution / description of the incident.
- Competence of the service department is required for execution.
2. Request preparation
2.1. The service department provides services only within the scope of the maintenance agreement based on the conditions stipulated in the agreement.
2.2. The Service Department must inform the User about all planned works related to the requested services and coordinate their delivery times (does not apply to the processing of blocking and critical requests, in these cases the service delivery time is immediately after receiving the request).
2.3. The user must provide remote access to the cash register and IIS system components in accordance with the actual Terms of Use and Service.
2.4. The user provides Smarttek with free and unhindered access to the service item/object or its elements for the provision of services at the place of installation of the service item.
2.5. The user describes the circumstances of the incident as accurately as possible, performs the preventive measures described in the Terms of Use and Service, chooses an appropriate communication channel for creating an request, and performs other necessary actions.
3. Request registration
3.1. Registration of the request takes place in accordance with the Terms of Use and Service. Only the person in charge of the User, or a person who has undergone training and received a certificate of training from the Service Department, is entitled to create an request. The service department has the right not to process requests from persons who have not undergone training and who are not familiar with the current Terms of Use and Service.
3.2. Upon receiving the request, the service department requests the User to provide information about the circumstances of the incident, as well as provides recommendations that would allow the request to be resolved as quickly as possible. The user, on the other hand, is informed that failure to comply with the recommendations can significantly increase the request processing time. In addition, the service department has the right to evaluate such requests, within the framework of which the given recommendations have not been fulfilled. On the other hand, for fake departures, apply an appropriate service fee.
3.3. Upon receiving the request, the service department independently evaluates the level of importance of the request, determines the instruments and method of solving it (first remotely, if it cannot be done when visiting the User).
3.4. Requests received in accordance with the Terms of Use and Service are entered into the internal IT system, at the same time informing the user about the request number, request name, execution deadlines and planned execution progress.
3.5. The request has been registered and its processing has started when the User has been provided with full information about the incident, clarified uncertainties and fulfilled the recommendations provided by the Service Department.
4. Request processing
4.1. The service department processes requests according to the Terms of Use and Servicef and SLA.
4.2. The service department provides a description of the solution and a description of the related problems for each User application. User representatives reporting an incident must be familiar with previous reports and their solutions.
4.3. In addition to the User, the service department provides written or verbal recommendations on the necessary actions and additional services that must be performed based on the service subject/object and/or a specific incident in order to prevent possible errors, interruptions in operation, inaccuracies in work and other adverse consequences.
4.4. The user or his responsible person can refuse additional services orally or in writing, thus taking responsibility for the consequences of inaction.
4.5. In certain cases, when it is not possible to repair damage to the Service item/object remotely, or at the place of its installation, the service department has the right to take the Service item/object or any of its elements to the Smarttek Office. The service department creates an appropriate act for taking the service subject/object or its elements. After the completion of the repair and restoration of the operation of the Service item/object, the Service Service delivers the Service item/object to the User at its installation location.
5. Request solution and recommendations
5.1. Upon receiving a solution from the Service, the User is obliged to check and understand the solution provided. In case the User does not agree to the provision of a solution, a repeated application must be made.
5.2. The responsible person of the user, who made the request, is obliged to inform the persons involved in the execution of the Agreement about the receipt of the solution.
5.3. The user has the right to provide feedback to the Service Manager of the Service Department about the quality, speed and compliance of the solution with the request.
5.4. The responsibility of the service manager is to create a feedback link between the Service department and the user, with the aim of improving the quality and speed of the service.
According to the concluded maintenance agreement between the user and the Smarttek and the valid Terms of Use and Service, the user and Smarttek have defined obligations and rights that are binding on both parties:
6. User Responsibilities
6.1. To be informed about the current Terms of Use and Service published at https://smarttek.lv and to make requests in accordance with the Terms of Use and Service.
6.2. Provide true information about the incident by independently evaluating the type of request, indicate all mandatory fields according to the type of application, follow up on the execution of the request in compliance with the SLA, and also provide Smarttek with additional information, if necessary;
7. User responsible person rights
7.1. Notify the person in charge of the Smarttek (service administration) about SLA violations: response time, solution time and solution quality non-compliance with these regulations.
7.2. To adjust the time of scheduled works (calls) in accordance with the user's existing conditions and regulate the level of importance of the incident, determining the possible consequences for the operation of the user's company, if it does not conflict with these rules.
7.3. Expect a solution to the request within the terms specified in the SLA and recommend corrections to the Terms of Use and Service to improve service quality and speed.
8. Smarttek responsibilities
8.1. Ensure compliance with the Terms of Use and Service and continuously monitor the updating of the Terms of Use and Service.
8.2. Improve service request processes by introducing additional tools to improve the general service operation.
8.3. Communicate with the user, informing about the planned improvements in the Terms of Use and Service, as well as follow the recommendations for improving the Terms of Use and Service provided by the user, if they do not conflict with the current Terms of Use and Service.
9. Smarttek rights
9.1. Independently plan the execution of service requests in accordance with the company's SLA, as well as coordinate the execution of user requests and the conditions if the SLA will not be respected, indicating objective reasons in each specific case.
9.2. Independently assess the completeness and truthfulness of the information provided in each user's request, the level of importance, respecting the information provided by the user.
The Terms of Use and Service are an integral part of the service contract published at https://smarttek.lv. By signing the service contract, the user automatically agrees to the Terms of Use and Service.
Revision of Terms of Use and Service
Smarttek will regularly review and update these Terms. The current version is published by Smarttek on the homepage www.smarttek.lv.
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