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Service description and system requirements

Scope

Front Systems delivery of the services as defined herein (the "Services") is covered by a separate SaaS agreement (the "Agreement") with customer (the "Customer") and Front Systems terms of delivery, which you can find HERE under "Terms and Conditions".

Front Systems' API will become available to the Customer in cases where Front Systems does not already have a completed integration/plug-in. Complete integrations/plug-ins are included in the SaaS price.  

The SaaS business application and related Products and Services pursuant to the Agreement consisting of the following: 

  1. The SaaS business application, which includes the features described in Appendix A
  2. Training, which is described in Appendix B
  3. Support Services as described in Appendix C
  4. Hardware, which is described in Appendix D
  5. Installation in store, which is described in Appendix E
  6. SMS services, which are described in Appendix F 

System availability and uptime  

Front Systems provides for an uptime of 99.9% per month on the SaaS business application. Scheduled maintenance of the SaaS business application that is notified at least five days in advance is considered uptime. Front Systems aims to ensure minimal interruptions during maintenance. If maintenance is carried out during opening hours, the shops must still be able to sell products through the POS system. 

System requirements and infrastructure requirements

Infrastructure in store 

The Customer is responsible for the infrastructure in the store, both during the installation work and during operation for the term of the Agreement.  

It is the Customer's responsibility to ensure continuous fulfillment of the main requirements set out below, and generally to ensure that the operating system and hardware are capable of running the SaaS business application.  

Infrastructure preparation is not part of the installation and must be implemented and tested before the installation can take place. All costs linked to the infrastructure are borne by the Customer. 

 General network: 

  • Each store has a LAN, where communication between devices takes place locally without the need for contact with a central router or similar. 
  • IP address plan with static IP addresses defined for all Front Systems devices in the store. The MAC address of each POS and peripheral device must be set to a static IP address. 
  • A stable broadband line; preferably fiber, minimum 8Mbit/s download and 4Mbit/s upload speed. A 4G router with unlimited data can be used if no other stable internet connection is available at the store location.  
  • Streaming services such as Netflix, Youtube, Spotify and Sonos should not be installed or used on the same iPad as Front Systems POS.  
  • Outgoing ports 443 (HTTPS) and 5671/5672 (AMQP) must be opened in the firewall. 

POS: 

  • Min. 2 x RJ-45 socket available for receipt printer and bank terminal.  
  • Min. 2 x power outlets.  

Label printer: 

  • Min. 2 x RJ-45 sockets (standard ethernet/network socket)  
  • Min. 2 x power outlets.  

Logistics App (FrontZapp): 

  • WiFi router for network for Logistics app.  
  • Min. 1 x power outlet 

Appendix 

The appendixes below is part of the Agreement: 

Appendix A: Features of the SaaS Business Application  

Appendix B: Training 

Appendix C: Support Services 

Appendix D: Hardware 

Appendix E: Installation in store 

Appendix F: SMS Services  

Documentation and other information

See HERE under "Third party terms, system requirements, and service descriptions."

Appendix A: Features of the SaaS business application at the start of the Agreement

Front Systems' POS app for iPad: 

  • General sales and return transactions 
  • Gift card (Front Systems module) 
  • Credit vouchers 
  • Manual discounts 
  • Service order 
  • Card terminal integration 
  • Mobile payment (Vipps integration) 
  • Customer registration 
  • Product search 
  • Product search across stores 
  • Cash handling / cash statement / Z report 
  • SMS receipts 
  • Centrally managed discount rules/campaigns 
  • Support for omnichannel options such as 360-degree customer history, Klik&Hent, BORIS, Endless Aisles, etc. 

Back office portal: 

  • Product catalog 
  • Goods receipt/purchase order 
  • Retail reporting, including real-time dashboard 
  • Budget loading  
  • User administration, roles and access 
  • POS configuration (receipt text, activation of SMS receipts, etc.) 
  • Search sales transactions 
  • Customer administration 
  • File export of cash statement to accounting system 

 Logistics App / FrontZapp App for iOS: 

  • Item counting with barcode using camera 
  • Moving goods between stores 
  • Process deliveries/shipments 
  • Check stock across stores 

Appendix B: Training 

The training of the Customer is based on a "Train the Trainer program", where Front Systems offers online training of the Customer's regional managers and super users. Training in Lysaker can also be coordinated with the Customer at no extra cost during the implementation. 

In addition, all users are offered free access to Front Systems' Help Center with eLearning material including support articles and videos: https://support.frontsystems.no/hc/no 

The training service covers all Front Systems' products, such as POS, Logistics app and Backoffice. 

Costs in connection with travel, board and lodging are invoiced to the Customer. 

Appendix C: Support Services 

Support is offered in Norwegian and English at 09:00-17:00 Monday to Friday and covers all Services related to SaaS business application from Front Systems such as POS, Back office and Logistics app. Furthermore, support is only provided for POS at 17.00 - 21.00 Monday to Friday and 09.00 - 19.00 on Saturdays 10-18 on Sundays, and in nationwide opening hours outside the mentioned general opening hours. 

A Service Delivery Manager is included in the SaaS service and the Customer will be assigned a dedicated Front Systems employee as contact person.  

Ongoing and simple support, including simple guidance and troubleshooting in connection with general problems that may arise, is at no cost to the Customer. Such support applies to our customer service center. 

Support does not include general training or investigations and correction of errors and defects that have arisen from incorrect use of the system. Assistance in such cases is invoiced according to time spent and according to our hourly rate for consulting services in force at all times. For the moment the price for extra training is Euro 110,- pr. Hour. 

Support does not include assistance with the use of third-party software that is integrated into our business system.  

We will, at the request of the Customer, troubleshoot integrations with third-party software. If necessary, Front Systems will contact the integration partner within a reasonable period of time and make its assistance available, but we are not responsible for errors and omissions by third parties.  

Front Systems can, upon request from the Customer, offer global support 24/7.  

Appendix D: Hardware   

Purchase of hardware 

The Customer can purchase hardware from Front Systems.  

The warranty period is 12 months, unless otherwise agreed in writing. The warranty period starts on the delivery date. 

This warranty does not cover conditions subject to the Customer's risk, for example, but not limited to, accidents, fire, lightning, overvoltage, static electricity, moisture, water damage, environmental/climate conditions or damage caused by remodeling, installation or construction work. Front Systems is not responsible for incorrect or unauthorized use or use contrary to the user manual. Front Systems is not responsible if the customer carries out changes, modifications, connection of other equipment, maintenance etc., which have not been approved in writing by Front Systems. 

This warranty does not cover: (a) consumable parts such as batteries, (b) cosmetic damage such as scratches, dents and broken plastic on ports, (c) damage caused by use with another product not supplied by Front Systems, (d) damage caused by accident, abuse, liquid contact, fire, smoke, earthquake, flood or other external cause, (e) damage caused by service (including upgrades and extensions) not performed by a representative of Front Systems or an authorized service provider of the product in question, (f) a product modified without the written permission of Front Systems , or (g) if the serial number is destroyed or removed from the Product. 

Any warranty claims in relation to hardware supplied by Front Systems must be notified to Front Systems in writing and immediately after the problem is discovered by the Customer and within the warranty period. Failure to notify in time will void the warranty. 

Front Systems covers the costs associated with the warranty, with the exception of freight and insurance in connection with the transport of the hardware from the Customer to the address specified by Front Systems for repair/repair. We do not offer loan equipment. 

Before shipping hardware, one or more hardware items may be unpacked from the original packaging, configured and repackaged. Therefore, the Customer accepts that one or more of the hardware items may be delivered without sealing. 

Prices for hardware and deliveries are always Ex Works (Incoterms, latest version). 

RMA Procedure  

Any damage or other challenges must be reported to Front Systems's support department to initiate an RMA process. The Customer must provide the documentation that may be necessary to facilitate the RMA process. Front Systems aims to solve hardware challenges quickly to minimize any downtime in the store.  

Pledged 

In any case, Front Systems has a lien on all hardware until full payment has been received on our account. 

Front Systems' hardware setup  

Hardware items and prices valid from February 2023 are described below. We reserve the right to change hardware items and prices from time to time.

Appendix E: Installation in store 
The customer completes the installation of the POS in the store. By agreement, Front Systems will be able to assist by telephone on the day of installation, if necessary. Front Systems can also arrange an external installer at the Customer's expense.

Appendix F: SMS Services  

Front Systems offers SMS services for the possibility of sending a receipt via SMS.  

For this Agreement, the price applicable at all times for SMS sending applies. 

If the Customer wishes to use a third-party SMS gateway for sending receipts for SMS rather than the included SMS service from Front Systems, this is possible by the Customer using Front Systems' API.  
The customer is responsible for carrying out the integration with Front Systems' API.