System Integration Services Scope of Work

This document outlines the System Integration Services in the Purchase Agreement and is based on experience implementing Digital Dining.  Our experience also tells us that the only way to ensure a smooth and successful system integration is through teamwork and communication. To facilitate this, MRS, LLC has assigned a Project Manager to your System Integration.  The Project Manager will be your main point of contact for all project coordination including project schedule, project resources, etc.  

To effectively deliver your system, our team requires adequate lead time to configure, integrate, and test your system.  To that end, this Scope of Work document defines the services that are included under the Training, Installation, & Database Programming line item of the Purchase Agreement as well as required lead times for all project phases.  It also outlines project adjustments (either time and/or fee based) in the event lead times are not met.  MRS, LLC will use best efforts to accommodate project schedule changes, but cannot guarantee available resources for schedule changes that are made inside of our required lead times.  Finally, the success of the system integration also depends heavily on operation specific information to be provided to your Project Manager in a timely fashion.  This document outlines those requirements as well.

Hardware & System Integration

MRSPOS, LLC will order all required Equipment & Software to ensure adequate time to integrate, stage, and test the system in our Columbia, MO office.  MRS, LLC will load all required software on the system to support the Digital Dining system.  MRS, LLC requires a two week lead time to provide adequate time to order, stage, integrate, and test your system.  

Database Development

MRS, LLC will configure the Digital Dining system specifically to your restaurant/bar operation based on menu items, pricing, and print routing supplied to us by you.  We will enter all menu items into the system, apply your pricing, and set up print routes based on your preferences.  MRS, LLC will also configure the system to comply with your operational procedures including order flow, server/cashier operation, cash management & reporting, and time of day or day of week pricing specials (i.e. happy hour, etc.) according to the information you provide to us.  Please note two very important aspects of this portion of the System Integration Services:

1. The information we enter into the system will only be as complete and/or accurate as the information you provide to us.  This means that all menu items, all pricing, and all print route information must be provided to us for the configuration to be complete.  Pay particular attention to menu item modifiers (i.e. add pickles, no sauce, etc.) and menu items you sell but might not formally appear on the menu such as kids meals, half portions, etc.  Finally, take time to consider substitutions that you allow but again may not be on the menu (i.e. mashed potatoes instead of French fries) and any up-charges associated with these substitutions.  This information is critical to the database programming process and will greatly ease the integration if it is complete, tested, and reviewed prior to Live Days.
   
2. MRS, LLC requires a two week lead time to effectively program & test your system configuration.  Additionally, it is most efficient for us to program the system all at the same time.  While we encourage you to send us information as you have it, we will not begin system configuration until we have all information from you.  We require a two week lead time to program, test, and review the Digital Dining configuration.  If we do not have all information two weeks prior to the scheduled go-live date, we will inform you of such and work with you to either reschedule the go-live date or we may apply a Configuration Expedite Fee to configure the system in a shorter time frame than our standard.  It will be at MRS, LLC discretion to maintain the existing schedule.  Our ability to maintain the existing schedule will be based on resource availability, complexity of the menu, extent of the information not received, etc.
   

Hardware Installation

Your System Integration Services include time to properly install the system.  System Installation includes placement of the equipment in its permanent location, connecting all electrical equipment to appropriate electrical outlets, networking all components together, and testing system functionality.  

MRS, LLC requires a two week lead time to properly align all resources for your System Installation.  We also require that certain project data and information is completed and submitted to MRS, LLC two weeks prior to the System Installation date.  At the outset of your System Integration, your Project Manager will work with you to determine a mutually agreeable System Installation date.  This date may be changed through mutual agreement without penalty provided that the change is made at least two weeks prior to the scheduled System Installation date.  Prior to two weeks before the scheduled System Installation date, your Project Manager will contact you to confirm the installation date.  Once a System Installation date has been confirmed at this time, it may not be changed.  MRS, LLC will plan to install the system on the agreed upon System Installation date and will coordinate all resources as such.  Please note that all preparation activities detailed in the Purchase Agreement (and listed on the New Site Info Sheet) must be completed prior to System Installation for a complete and successful System Installation.  To the extent that these things are not completed and MRS, LLC is unable to complete the System Installation in the day of on-site work included in your System Integration Services, additional visits to the site for System Installation will be billed at our Gold Plan rates. 

Note: Your System Installation does not include cable runs that are necessary to connect the workstations and printers.  Cables must be run according to the Purchase Agreement in advance of System Installation to avoid additional charges.  Any time required by MRS, LLC resources to complete cable runs may proportionally reduce training and configuration time and will be billed on a per wiring run basis.  Additionally, your System Integration Services do not include broadband internet connectivity.  Connectivity and the connectivity equipment (as per the Purchase Agreement) must be in place prior to System Installation to avoid additional fees.  Time spent by MRS, LLC related to broadband connectivity will be billed at our Gold Plan rate and reduces valuable training and configuration time.

POS 101 & Server Training

Your System Integration Services allocates for training of management and staff on the Digital Dining System.  Additional training and reinforcement of essential functions will occur during the go-live period, but it is during the System Training when several key aspects of the operation of the Digital Dining system will be covered in detail.  It is critical that you make the appropriate resources available, on a dedicated basis, for these training sessions.  This will require your time, and/or the time of your management team.  Please note that Digital Dining is a very comprehensive system and it is therefore impossible to cover each and every function of the system during the System Training associated with your System Integration Services.  We’ve designed the System Integration Services to be inclusive of System Training that is appropriate for nearly all operations provided that we get dedicated time from you and your staff.  However, we understand that learning curves and desired level of system knowledge can change from operation to operation.  If additional training time is required after the go-live period due to lack of dedicated time and/or your desire to become versed in more advanced functions of the system, hourly, ½ day, and/or full day training sessions can be arranged through MRS, LLC’s Customer Relationship team.  Travel time, on-site, and/or phone support time associated with additional training sessions will be billed at our Gold Plan rates. These additional training sessions must be planned in advance to ensure the appropriate resources are available.  

Live Coverage

One of the most critical aspects of the System Integration Services is the Live Coverage.  During the Live Coverage, a MRS, LLC representative will be on-site to support your team through the initial use of the system in live operation.  During this time, the MRS, LLC representative will be available to help with the operation of the system and make system adjustments as necessary.  Your Live Coverage must be scheduled to coincide with the first day of system use in a live operation.  A MRS, LLC representative will be available during the Live Coverage as outlined in the Purchase Agreement.  Our representative will also be available during Live Coverage to review financial reconciliation, system reporting, and database programming to ensure maximum knowledge transfer.  As with System Training, the effectiveness of Live Coverage is directly dependent on, and proportional to, the dedication of appropriate staff and management within your team.  Additional days of Live Coverage are available on an hourly, ½ day or, full day basis.  Additional Live Coverage will be billed at our Gold Plan rates.  

Please note that the Live Coverage included in your System Integration Services is for Monday through Thursday only.  Friday, Saturday, and/or Sunday Live Coverage will carry additional fees.  Ongoing support for your system will begin at the end of Live Coverage based on your selected Support Plan.

Additional Training on Modules

We realize that implementing Digital Dining can be an overwhelming process.  While we pride ourselves on the quality of our System Integration Services, we realize that not there are limits to what can be learned during the initial training and Live Coverage.  Additional training may take place within a 30 day period after the completion of the Live Coverage to cover additional modules of the system.  

Fees

Additional fees, if any, will be documented by your Project Manager on the MRS, LLC Final Invoice.  They will be payable to your Project Manager through Customer company check or though credit card authorization at the end of the Live Coverage.

Acceptance

Through signature below, Customer & MRS, LLC acknowledge acceptance and understanding of the System Integration Services Scope of Work.  Both companies agree to work cooperatively together to ensure a smooth and successful system integration.

Restaurant Name:________________________

Customer Acceptance MRS, LLC Acceptance

Name: ___________________________ Name: _________________________

Signature: ___________________________ Signature: _________________________

Title: ___________________________ Title: _________________________

Date: ___________________________ Date: _________________________