Updated: December, 2018
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This document describes the following standard services Adyen provides to the Merchant with respect to Payment Terminals provided by Adyen to Merchant:
The (first line) support responsibilities of Merchant are set out in section 5.3 below and the general responsibilities of Merchant regarding the handling of Payment Terminals are set out in section 6 below.
The sale price for Payment Terminals and accessories is as agreed in the Merchant Agreement or (for other models) as set out on the then current price list of Adyen, in each case unless other pricing is expressly separately agreed in writing per order between Adyen and Merchant. The current pricing of Payment Terminals and accessories is available on request.
The sales price for the Payment Terminal includes the following:
The sales price for the Payment Terminal excludes the following:
To order Payment Terminals, Merchant must use the online ordering tool made available to the Merchant. Merchant must provide all configuration and other details as requested.
Adyen strives to process smaller (up to 20) Payment Terminal orders and transfer the goods to the carrier within 1 Business Day of receipt of the order. The status of the order can be tracked in the Customer Area. Delivery lead times communicated by Adyen's carriers are an indication only and not guaranteed. In case of any carrier delay, Adyen and Merchant will cooperate to resolve such delay as soon as possible.
For larger order quantities (>20 Payment Terminals), longer order processing times (up to 12 weeks depending on order size) may apply. In case Merchant expects to order larger quantities and wishes to secure a shorter order processing time for such orders, Merchant should contact Adyen to separately agree an order forecasting process to enable Adyen to meet such requirement.
Orders for Payment Terminals are invoiced to Merchant on a monthly basis, based on the shipping date of the relevant Payment Terminal(s).
The Terminal Replacement Service entitles Merchant to the free replacement of defect Payment Terminals only in the following cases:
Terminal Replacement Service will be procured for all Payment Terminals provided to Merchant, unless otherwise agreed in the Merchant Agreement. For the Terminal Replacement Service, a monthly fee per Payment Terminal applies as agreed in the Merchant Agreement.
Terminal Replacement Service will continue for an indefinite term for Merchant's Payment Terminals, unless (i) terminated by Merchant as set out in section 3.3.1 below, or (ii) terminated by Adyen in accordance with section 3.3.2 below.
Merchant may terminate the Terminal Replacement Service per the end of any calendar month by giving at least one week prior notice to Adyen. If Merchant wants to terminate Terminal Replacement Service for a particular model only, Adyen will endeavour to find a suitable solution with Merchant. No fees paid for Terminal Replacement Service are rebated on termination of the Merchant Agreement or in case of loss or destruction of a Payment Terminal.
After termination of the Terminal Replacement Service, Merchant can no longer use Adyen's repair service and can only procure new Payment Terminals to replace defect Payment Terminals. Once terminated for a certain model, the Merchant cannot reactivate the Terminal Replacement Service.
Adyen may decide to no longer support Terminal Replacement Service for a specific Payment Terminal model by providing Merchant with at least 6 months' prior notice of termination of Terminal Replacement Service for the relevant Payment Terminal model ("TRS Termination Date"). Terminal Replacement Service will no longer be available for the relevant Payment Terminal model after the TRS Termination Date. No Terminal Replacement Service fee will be payable by Merchant after the TRS Termination Date.
The TRS Termination Date for a Payment Terminal model will not be earlier than 3 years from the date Merchant purchased such Payment Terminal, unless such earlier date is expressly indicated to Merchant before Merchant places the order for the Payment Terminal.
If the TRS Termination Date for a Payment Terminal model is nonetheless less than 3 years from the purchase date of an individual Payment Terminal (without express indication), Adyen agrees to compensate Merchant (within 1 month from the notice of the earlier EOL Date) by refunding an amount equal to 50% of the total Terminal Replacement Service fees paid for that individual Payment Terminal on the following invoice. After notification of the earlier TRS Termination Date, Merchant may (at its sole discretion) choose to (i) continue Terminal Replacement Service for the relevant model at the price agreed in the Merchant Agreement or (ii) terminate Terminal Replacement Service for the relevant model in accordance with section 3.3.1 above.
To request a replacement under the Terminal Replacement Service, Merchant must (prior to the expiry of the term of the Terminal Replacement Service) submit a Payment Terminal replacement request form (e.g. in the Customer Area). For replacement of more than 20 Payment Terminals at once, Merchant should first contact Adyen.
Upon receipt of the Payment Terminal replacement request with all required details, Adyen will within one Business Day process and transfer to the carrier a replacement Payment Terminal (same or equivalent model offering at least same level of functionality). The shipment with the replacement will contain return instructions (for return at Adyen's expense) for the defective Payment Terminal. Merchant must return the defective Payment Terminal in accordance with the return instructions within two weeks after receipt of the replacement Payment Terminal (or by immediately handing over the defective Payment Terminal to the courier if this option is made available by Adyen). If the Payment Terminal is not returned within this period, Merchant will be charged the costs of the replacement Payment Terminal.
Adyen will examine the defect Payment Terminal to establish the cause of the reported defect.
If the defect is covered by the Payment Terminal Replacement Service (in-scope), no additional fees will be charged to Merchant.
If no defect is found in the Payment Terminal, the Merchant will be charged the costs of investigation (not to exceed 50% of the Payment Terminal's then current standard list price).
If the issue that triggered the defect in the Payment Terminal is caused by an out-of-scope cause listed below, then the Merchant will be charged the out-of-scope repair costs (not to exceed the Payment Terminal's then current standard list price). Out-of-scope causes are:
If Merchant has terminated or not procured Terminal Replacement Service, a basic 4-month warranty period will apply for Payment Terminals and accessories purchased by Merchant, starting from the shipment date of the relevant hardware. To claim under this basic hardware warranty, Merchant should complete a warranty claim form and return the defective hardware to Adyen in accordance with Adyen’s instructions. Adyen will investigate and repair or replace the Payment Terminal or accessory if the defect is covered by the basic hardware warranty. Warranty claims made after the expiry of the 4-month period and defects caused by the out-of-scope causes listed in section 3.5 above are excluded from this basic hardware warranty.
Adyen provides and supports the following two types of software (together "POS Software") for its Payment Terminals:
Adyen will make Patches and Releases available from time to time for the POS Software for all supported Payment Terminals as set out in section 4.2 below. Adyen will furthermore as part of the Services, at no additional charge, support the use of the POS Software by providing implementation support as specified in section 5.1 below.
Adyen will provide notice and communication on updates via the Customer Area (via the technical contacts registered), highlighting the new features and functionalities. For POS Integration Software Updates the Merchant will be informed on what to do to implement or allow the implementation of the Update.
The Payment Terminal Software Updates will be remotely loaded to the Payment Terminals by Adyen from the Adyen platform automatically, unless otherwise agreed. To enable update installations, Merchant should leave the device powered on overnight (or allow sufficient time for installation of any Payment Terminal Software Updates before store opening), or at least periodically connect the Payment Terminal to the internet.
The Payment Terminal Software updates will be pushed in regular fashion to the Merchant's Terminal Fleet. In case of any update released by Adyen to implement an urgent issue in the POS Software ("Emergency Patch"), Adyen reserves the right to update the Payment Terminal Software more often. Examples of reasons for Adyen to issue Emergency Patches include software updates required to urgently attend to potential security concerns, PCI responsibilities, updated Schemes Owner requirements or to address material Service stability issues.
The POS Integration Software Updates will be made available for download via the Customer Area. Implementation of the Update of a POS Integration Software is the responsibility of the Merchant and can be timed as desired by the Merchant, provided that older Releases are no longer supported 6 months after a new Release is made available to the Merchant and that for Emergency Patches shorter time windows may be applied as needed to address the relevant issue fixed with the Emergency Patch.
Not installing Updates may lead to Scheme Rule breaches by Merchant and in exceptional cases force Adyen to suspend submission of Transactions for non-updated POS Software. Not installing Updates and any consequential breaches / suspensions are therefore fully at Merchant's own risk and liability. This would be the case if not installing the POS Software Update would cause the Payment Terminals to violate applicable Scheme Rules or legal requirements, or would cause a material and immediate threat to the security of data or systems. Adyen will work with Merchant to avoid such a suspension of Transactions from occurring.
Adyen commits to use all commercially reasonable efforts to support the POS Software for each Payment Terminal sold by Adyen to Merchant for at least 3 years subsequent to the delivery of the Payment Terminal to the Merchant. If Adyen discontinues support of a certain type of Payment Terminal, it will where reasonably possible announce this at least 6 months in advance to the Merchant.
If Adyen due to special circumstances decides to end POS Software support for a Payment Terminal sold to the Merchant prior to the end of the 3 years period (e.g. because of discontinued support by the hardware vendor, security compromise which cannot be fixed on such Payment Terminal by a POS Software update or new Scheme Owner requirements which cannot be fulfilled with such Payment Terminal), then Adyen will compensate Merchant by crediting a proportional part of the sales price of such Payment Terminal to Merchant on buying a replacement Payment Terminal from Adyen (e.g. if the Payment Terminal is no longer supported 2 years after it was made available to the Merchant, Merchant will receive a credit of 1/3 of the sales price paid against the purchase of a replacement Payment Terminal).
Adyen will support Merchant and its third-party suppliers in connecting third-party POS Devices as follows:
Optionally the following additional services can be ordered in support of integration efforts:
Adyen only provides POS First Line Support if specifically agreed in the Merchant Agreement. For this service, a monthly fee per Payment Terminal applies as agreed in the Merchant Agreement.
If Adyen does not provide POS First Line Support, Merchant itself is responsible for all first line support activities to the end users of the Payment Terminals (e.g. store staff) including all onsite activities with respect to the Payment Terminals.
POS First Line Support consists of:
This service will be available under the conditions below in English. Support in French, German, Dutch and other additional languages may also be made available in the relevant business hours.
The access numbers will be provided to Merchant separately.
Merchant is responsible for:
If Merchant cannot resolve the issue itself, Adyen's Second Line Support is available to assist Merchant as set out in section 5.4 below.
Merchant's responsibilities include:
For business continuity reasons, Merchant is advised to have a central spare stock per region.
Merchant must ensure that a central point of contact is available for its end users (e.g. in-store personnel) in case of questions/issues. Such central point of contact should be sufficiently trained to deal with such end user questions.
To enable Merchant's central point of contact to perform the above end user support tasks, Adyen will make material and training available to Merchant on a 'train-the-trainer' basis.
If Adyen's POS First Line Support has not been procured by Merchant, these Merchant central points of contact will be Adyen's contact persons for any requests to Adyen support (and accordingly Merchant's in-store personnel should not contact Adyen Second Line Support directly).
Second Line Support is available to all Merchants without additional charge. Merchant can contact Adyen's Second Line Support helpdesk in case of an issue occurring in the POS Software which cannot be resolved by Merchant by means of the documentation and tools provided by Adyen to Merchant. For example, Merchant should ensure it has implemented/allowed Updates to the POS Software that are made available by Adyen to Merchant as set out above in section 4.3. The current contact details are listed on the Customer Area. Adyen's Second Line Support helpdesk is available in the English language, other languages may also be available.
For POS support, the following service levels apply:
|
Service window |
Response Time* |
|
|---|---|---|
|
POS First Line Support |
24 x 7 x 365 availability |
90% within 45 seconds |
|
POS Second Line Support |
9:00-18:00 hours CET, PST and SGT on local business days |
8 local business hours |
|
Emergency Support** (for priority 1 and 2 issues) |
24 x 7 x 365 (outside local business hours via email to dedicated emergency email address) |
30 minutes |
* Response time: The time between:
Emergency Support: Support for issues in Payment Terminal Software which block the submission of Transactions via a particular model of Payment Terminal generically, so excluding issues affecting one individual Payment Terminal.
|
POS Software Issue Priority |
Resolution time target* |
|---|---|
|
Priority 1: Issue blocking acceptance of payments for all Payment Methods via all (properly updated) Payment Terminals of a particular model |
4 hours after ticket is logged with Adyen |
|
Priority 2: Issue blocking use of an individual Payment Method via all (properly updated) Payment Terminals of a particular model (payment via other Payment Methods still possible) |
1 Business Day |
|
Priority 3: All other issues in POS Software materially hindering the acceptance of payments. |
Reasonable efforts to resolve in next Update |
* The resolution target regards Adyen making an Update available for the POS Software (or a recommended change in the setting of the same) that resolves the issue or provides a work-around for the same. This resolution target only applies to issues originating in the POS Software and caused by a previous Update issued by Adyen for such POS Software. Excluded from the resolution target are issues caused or originating in: software embedded by the hardware manufacturer of the Payment Terminal, systems or software of Scheme Owners, third-party POS Devices, user error, not installing Updates or not following installation and usage instructions as provided by Adyen.
To access and use the Services of Adyen, Merchant must in operating and using the Payment Terminal: