Support & Service Level Policy

Standard support hours are Monday through Friday, 8:00 AM–5:00 PM Central Time. Central Time observes daylight saving time.

Holidays are excluded.

Support outside standard hours may be available through separately purchased services or by prior arrangement.

Active Harvest Table POS licenses include reasonable assistance with:

• Harvest Table POS application issues
• Account and license questions
• Contractual device-allowance questions
• Supported hardware configuration
• Supported printer troubleshooting
• Square integration troubleshooting
• Software updates
• Configuration questions
• Supported reporting questions
• Reasonable operational assistance

Eligible new locations receive Harvest Table POS White Glove Launch Service.

Launch support may include:

• Pre-launch consultation
• Account/location setup
• Initial product/item setup assistance within the Order Form scope
• Configuration of up to three licensed tablets
• Printer setup
• Square integration assistance
• Employee/admin configuration
• Workflow testing
• Pre-launch review
• Two scheduled launch days of up to eight service hours each, for up to sixteen total service hours

By mutual scheduling agreement, each launch day may be split between morning/opening and evening/closing sessions so longer shop hours can be accommodated. For example, a day may include four opening hours and four closing hours. Breaks and unscheduled gaps are not service hours, and split scheduling does not mean continuous all-day coverage.

Agreed launch sessions may occur outside standard support hours. Additional launch hours or days are separately quoted and require prior approval. Dates, remote or on-site delivery, any included on-site area, and travel or shipping charges must be stated in the Order Form before payment.

The Order Form defines the initial item-setup scope and input format. Extensive data cleanup and ongoing catalog work are outside the included scope unless expressly listed. Schedule changes are made by mutual written agreement; additional costs require prior agreement.

Angel Software may classify support requests according to operational impact.

During standard support hours, Angel Software will make commercially reasonable efforts to review and respond to support requests according to severity, operational impact, available information, and staffing.

Angel Software does not promise a numeric initial-response time or guaranteed resolution time unless expressly stated in a separate signed agreement.

Resolution depends on issue complexity, customer responsiveness, third-party providers, hardware availability, networking conditions, and other circumstances.

Angel Software will prioritize confirmed critical incidents affecting core Harvest Table POS functionality.

A third-party outage does not become a Harvest Table POS-controlled incident merely because it affects the POS.

Angel Software will nevertheless provide reasonable assistance identifying the source of the problem and available workarounds.

Angel Software supports the Harvest Table POS portion of supported Square integrations.

Issues involving Square merchant approval, processing rates, deposits, chargebacks, account holds, Square service availability, or Square-controlled hardware/services may require assistance directly from Square.

Angel Software will reasonably assist Customer in identifying whether an issue appears to originate from Angel Software or Square.

Harvest Table POS standard support does not include full administration of Customer's internet, firewall, router, wireless network, ISP, or unrelated IT environment unless separately contracted.

Angel Software may assist in identifying network-related symptoms.

Angel Software provides reasonable troubleshooting assistance for approved hardware.

Physical repair, accidental damage, replacement, manufacturer warranty service, theft, loss, and unsupported equipment are not included in standard software support unless expressly covered by another agreement.

Supported Harvest Table POS software, security, maintenance, and compatibility updates are generally included during an active license term.

Angel Software may require Customers to install or accept updates necessary for security, compatibility, Square integration, or continued support.

Angel Software may perform scheduled or emergency maintenance.

When practical, maintenance that could materially affect normal operations will be scheduled to minimize business disruption and communicated in advance.

Emergency security or reliability maintenance may occur without advance notice when necessary.

Angel Software relies on third-party services including cloud infrastructure, networking providers, operating-system vendors, and payment-processing platforms.

Angel Software does not guarantee availability of independent third-party services.

Backup and recovery capabilities depend on the hosting configuration for the location. Unless expressly documented in an Order Form, no specific backup frequency, retention period, recovery time or recovery point is promised. Available report exports are not a complete backup of the location database or uploaded files. Customers should retain copies of records they must keep.

Standard support generally does not cover problems caused by:

• Unsupported hardware
• Unsupported operating systems
• Rooted or modified devices
• Customer internet outages
• Local network failures
• Third-party outages
• Physical damage
• Unauthorized software modification
• Customer-developed code
• Malware introduced through Customer systems
• Failure to install required updates
• Customer configuration contrary to Harvest Table POS guidance

Angel Software may offer paid professional services for issues outside standard support.

Effective troubleshooting may require Customer to provide:

• Screenshots
• Error messages
• Device information
• Application version
• Printer/payment-device information
• Relevant timestamps
• Diagnostic logs
• Steps to reproduce the problem
• Reasonable access to affected systems or personnel

Failure to provide necessary information may delay resolution.

Feature requests are welcomed but are not support incidents.

Submission of a feature request does not guarantee development or delivery.

Customer-specific development may require a separate Statement of Work.

Unless expressly provided in a separate signed agreement, Angel Software does not currently provide a guaranteed percentage uptime SLA or financial service credits.

Severity prioritization and commercially reasonable response efforts do not create a guaranteed response or resolution time.

Customers may request escalation when a support issue remains unresolved or materially affects business operations.

Angel Software will review escalated issues and assign appropriate priority based on impact and available information.

Angel Software may update this policy as support capabilities, technology, integrations, and service offerings evolve.

Material changes affecting an active paid service will be handled consistently with the License & Service Agreement.

This policy should be read together with:

• Harvest Table POS License & Service Agreement
• Harvest Table POS Privacy Policy
• Harvest Table POS Supported Hardware & System Requirements
• Applicable Customer Order Form

Customers may contact support at info@montyohana.net or use another support channel identified in their Order Form or launch materials.

Customers may also use the Harvest Table POS support portal at harvesttable.net/support. A support portal account is separate from a point-of-sale login and is created by the customer. Tickets, replies, status and priority changes, and their history are stored in a support database maintained separately from location point-of-sale data.

Open the Harvest Table POS support portal

Email notifications for ticket activity are not enabled at this time, so customers should check the portal for replies. Email to info@montyohana.net remains available as a support channel. Use of the portal does not change support hours, priorities, or response expectations described in this policy, and no uptime or resolution guarantee is created.

Support tickets should be text-only. Do not send passwords, PINs, full payment card numbers, or card security codes through a support ticket or email.