01. The challenge
Ubiway Retail not only distributes magazines, newspapers and related products through independent newspaper vendors and its own Press Shop network, but also offers independent newspaper vendors the possibility to lease high-quality POS hardware (cash register, printer, etc.) through Ubiway Retail.
The POS hardware at these independent newspaper vendors and in their own Press Shop network has to work continuously, otherwise the operators will lose considerable income.
02. Our response
Eutronix offered Ubiway Retail a watertight SLA (Service Level Agreement). It not only describes how our helpdesk will uninstall old POS hardware and install the new hardware, but also that users can count on the support of our intervention team 6 days a week and that interventions take place within 4 hours.
On site, our technicians immediately replace the defective appliance with a working version, so that the operator can get back to work immediately.
03. The proposed solution
The SLA is a complete program that includes various services such as material preparation, development and maintenance as part of the partnership with Ubiway Retail.
04. The result
Ubiway Retail concluded its first Service Level Agreement with Eutronix in 2004 for all independent newspaper merchants renting POS hardware through Ubiway Retail. We are now already on the fourth four-year contract.
Moreover, Ubiway Retail was so satisfied with the service provided that it decided in 2012 to also conclude a six-year SLA for its own Press Shop network. That contract was also recently renewed.