6.2 - End User and onsite support responsibilities Merchant

Merchant is responsible for (i) providing all user support to the end users of the Payment Terminals (the in-store personnel), (ii) performing all on-site activities in the stores where the Payment Terminals are to be used and (iii) performing initial analysis and troubleshooting of issues arising in the use of a Payment Terminal prior to engaging Adyen to resolve such issue. If Merchant cannot resolve the issue itself, Adyen’s POS helpdesk is available to assist Merchant as set out in section 5 above.

This includes the followings responsibilities:

  • Being available to accept delivery of the Payment Terminal at the designated address on the confirmed day of delivery. The risk of loss, theft, damage or destruction of the Payment Terminal passes to the Merchant when the Payment Terminal is offered for delivery at the Merchant designated location as specified in the order form or the Terminal replacement request form. 
  • In the event of loss, theft, damage or destruction of a Payment Terminal, Merchant will inform Adyen immediately, and in no event later than 24 hours after discovery of the incident, by sending an email to possupport@adyen.com. The notification will provide a complete description of the details of the incident, summarize all efforts undertaken and planned to investigate the incident and secure the information and devices at issue, and identify appropriate contacts at Merchant who will be reasonably available to Adyen. 
  • Install and configure Payment Terminals on site in accordance with the applicable installation and configuration instructions provided for the Payment Terminal and (if relevant and desired by the Merchant) connect it to a POS Device.
  • For issues arising with respect to the Payment Terminal which cannot be resolved by Merchant as set out above, determine on the basis of the results of the troubleshooting whether the issue is a malfunction in the Payment Terminal Hardware or in the POS Software. Depending on the outcome:
    • For hardware issues in the Payment Terminal, if covered under Terminal Replacement Service coverage follow the procedure in section 4.3 and 4.4 above to submit the Payment Terminal for repair or if not covered section 4.5 shall apply; and
    • For POS Software issues, contact Adyen’s POS helpdesk as set out above.

For business continuity reasons Merchant is advised to have at least one spare Payment Terminal available on each sales location and a central spare stock per region.

Merchant must ensure a central contact point manned by trained representatives of Merchant is made available for all end users of Payment Terminals to assist in performing the above tasks which such end users cannot perform themselves without assistance. Only such designated trained key representatives of Merchant may contact Adyen to receive support with respect to the Payment Terminals and the Services of Adyen generally, not in-store personnel of Merchant. For requesting support with respect to Payment Terminals and POS Software such representative must use the current contact details to submit the support request by email or trouble ticketing tool, following the relevant procedures specified on the Customer Area for the type of support request concerned.

In order to enable Merchant to perform the above end user support tasks, Adyen will make relevant documentation and training video’s available to Merchant via the Customer Area, which the designated key representatives of Merchant must familiarizes themselves with. Adyen may furthermore from time to time (at no additional costs) offer online training sessions to Merchant on a train-the-trainer basis for the designated key representatives of Merchant’s end user support personnel.