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This Services Planning Guide describes the Hardware services offered to MICROS Major Account customers in
North America. Although this guide is intended to detail the Installation and Maintenance offerings MICROS makes
available to its’ Major Account customers, MICROS District Offices may offer many of the sameplans to their local
customers. Also, MICROS will consider adjusting a plan or creating a custom plan for larger Customer opportunities.
Along with standard items such as “Hours of Operation” and “What’s Covered”, this guide details the Pre-Installation,
Installation, Warranty and Post-Warranty Services available through MICROS. This manual provides details of each
plan and theexpectations a customer should have when determining which plan best suits their needs.

MICROS Systems, Inc.
7031 Columbia Gateway Drive
Columbia, MD 21046-2289
443-285-6000

MICROS Systems, Inc.

Hardware Service Planning

1

HOURS OF OPERATION ................................................................................................................... 4
BUSINESS HOURS....................................................................................................................... 4
Normal Business Hours .............................................................................................................. 4
After-Hours ................................................................................................................................ 4Holidays .................................................................................................................................... 4
WHAT’S COVERED ....................................................................................................................... 4
PRODUCTS SERVICED.................................................................................................................... 5
STANDARD PRODUCTS ............................................................................................................... 5
OEM PRODUCTS & PERIPHERALS ............................................................................................... 5
THIRD PARTY PRODUCTS............................................................................................................ 5
SPARE PARTS & PRODUCTS ........................................................................................................ 5
WARRANTY & INSTALLATION SERVICES ........................................................................................ 6
WARRANTY AND INSTALLATION PRICING(W&I)........................................................................... 6
WARRANTY PROGRAMS .............................................................................................................. 6
SCOPE OF WARRANTY SERVICES ............................................................................................... 9
INSTALLATION SERVICES ............................................................................................................9
SCOPE OF INSTALLATION SERVICES .......................................................................................... 9
CUSTOM INSTALLATION REQUIREMENTS ................................................................................. 13
MAINTENANCE SERVICES ............................................................................................................. 14
MAINTENANCESERVICES AGREEMENTS (“MSA”) ..................................................................... 14
MSA PRICING ............................................................................................................................. 14
MSA CONTRACT PROCESS ........................................................................................................ 14
CENTRAL DISPATCH...