Service Level Agreement (SLA)

What is a Service Level Agreement and why do I need it?

A Service Level Agreement must be agreed with each other so that we can provide service to you. Without an SLA, no legal agreements regarding the service to be provided have been agreed. The SLA also includes the user license for our payment platform. Without a user license your terminal will not be able to facilitate payment acceptance, and therefore no transactions can be made.

What is included in your Service Level Agreement?

The SLA includes technical support from our helpdesk and includes the user license for our payment platform. Without your user license you can’t perform transactions with your terminal. With the CM.com SLA, you are entitled to a replacement terminal if our helpdesk cannot remotely solve the problem when your terminal malfunctions. Please note the swap will not be free of charge when it’s problem is not covered by the SLA terms or outside the guarantee period.