SLA

Service Level Agreement

Barcode Reading and Reject Station SLA

Service Level Agreement for Barcode Reading sensor and Reject Station conveyor series

1Introduction

This Service Level Agreement (SLA) outlines the support and maintenance services provided by Sizelabs for the Barcode Reading sensor and the Reject Station conveyor series. The purpose of this agreement is to define the level of support and expectations for service.

2Scope of Services

Support Coverage

Support will be provided upon request.

Service Hours

8:30 AM - 5:00 PM EST.

Preventative Maintenance

Available upon request.

Response Times

Critical issues1 hour

Non-critical issues4 hours

The support service includes troubleshooting, emergency repairs, software updates, and parts replacement, as needed.

3Support Channels

support@sizelabs.com

Phone

575-921-1075

4Service Maintenance and Emergency Repairs

Maintenance Schedules: Available upon request.

a. Emergency Repairs:

• Emergency repairs are provided by third-party service providers, not directly by Sizelabs.
• However, Sizelabs will train the chosen service provider to ensure proper servicing protocols.
• The third-party service provider will bill the Client directly for emergency repairs.

b. Preliminary Replacement Parts List:

Sizelabs will share a recommended list of replacement parts so that the Client can maintain critical components in stock to minimize downtime.

c. Replacement Part Stock:

Sizelabs will keep a replacement part in stock for every component of the system. If a Client facility requires a replacement, Sizelabs will ship the necessary part immediately to any location that needs it through Next Business Day Shipping.

d. Maintenance & Instructional Materials:

• Sizelabs will prepare detailed videos and instructions on routine maintenance and part replacement procedures.
• These materials will be accessible to the Client to ensure proper handling and servicing of the conveyor system.

5Exclusions

This agreement does not cover damage caused by misuse, negligence, or unauthorized modifications of the conveyor system.

6Responsibilities of the Customer

Access to Site

The Client is responsible for providing access to the system and ensuring availability for maintenance.

Operational Conditions

The Client must keep the system in operating condition to avoid avoidable breakdowns.

7Pricing and Payment Terms

Service Fees

Parts, components, travel, and lodging will be billed at prevailing professional services rates, unless otherwise covered under warranty.

Payment Schedule

Cash In Advance (CIA).

This Service Level Agreement is effective as of the date of service commencement and remains in effect for the duration of the service relationship.

For questions about this SLA, please contact our support team using the channels listed above.