SimplyDelivery GmbH shall provide the Client, against payment, with a software platform with the scope of services described below. The software may be subject to changes in the course of time in the form of further developments, which will then also become part of these service specifications in the future. Any additional functions, updates and extensions will be documented by SimplyDelivery GmbH in this service description accordingly and will automatically become part of this contract without affecting the underlying contract. Special termination rights for the Customer shall only arise if updates by SimplyDelivery GmbH remove or rebuild essential functions of the software from the previous version. Other changes to this performance specification and any rights derived therefrom for the Customer are subject to the applicable statutory provisions.
1. the currently applicable system requirements at the customer's site (client-side) are those described in this section SimplyDelivery GmbH shall provide the system requirements on the server side at its own discretion. SimplyDelivery warrants that the software can be used with the system requirements described in this section and recommends that, for an optimum user experience, more powerful computer systems than those described in the minimum requirements be used.
- As computer system on site at the customer's premises, at least one commercially available office PC, the components of which are not older than approx. 2 years, will be provided by the customer. The minimum requirements specified by Microsoft for the current Windows are deemed to be the "customary PC". In addition, a commercial consumer monitor, Windows operating system, receipt printer from the compatibility list, a current chrome browser. All these requirements are documented in Appendix A. Changes to the list in Appendix A require a protection of the hardware or software used by the customer.
- Two PC systems are recommended for order management and as driver terminal.
- System software from SimplyDelivery for printer control "SOCP" must be installed on the customer's local PC and must also be permanently functional or active. The currently valid version must be installed, which can be found in the software's admin panel under "Help/Support".
- If the "SOTA" number recognition function is used, it must also be installed and functional or constantly active. The currently valid version must be installed, which can always be found in the admin panel of the software under "Help/Support".
- The client provides an Internet connection with sufficient bandwidth, comparable to at least DSL 1000. The customer's router must be configured so that updates for the operating system, browser, SOCP, SOTA can be installed automatically. The settings of the router must also be selected so that all incoming and outgoing connections are possible for the browser application itself as well as for SOCP and SOTA.
- We recommend a DSL 16,000 connection and a UMTS stick as a backup solution.
- The smartphone apps supplied by SimplyDelivery are always based on the latest version of the terminal operating system (Android, iOS) and at most the penultimate version.
- Only the most widely used devices from the reference list are regarded as supported smartphone types. Due to the unmanageable variety of smartphone types, a functional guarantee is only given for the reference types; no functional guarantee is given for end customer apps for all other devices and especially for very little used or niche products.
- SimplyDelivery is not responsible for hosting the Customer's domains or e-mails and their availability, etc. SimplyDelivery provides the option of CNAME forwarding from an external provider for the connection of domains. Otherwise, SimplyDelivery will make available on the hosting platform the working domain linked to this service for all services booked by the Customer. simplyadmin.de. No IP addresses are expressly made available.
2. duties to cooperate and system requirements, remote maintenance, definition of responsibilities for hardware and software
- The contractor is basically responsible for the maintenance and care of his local computer system. This includes in particular the system update as well as virus protection etc. The updating of all other software that is installed on the client side and which also includes the SOCP and SOTA programs is also expressly included. Restrictions in the use of the SimplyDelivery software due to problems with the local PC, such as virus infections, missing updates and incorrect versions, etc., are not the responsibility of SimplyDelivery.
- The Contractor is required to maintain a remote maintenance software "TeamViewer" in the free version on the local PC. Without such functioning remote maintenance software, SimplyDelivery shall not be obliged to provide any further assistance in solving the problem.
3. Software modules and scope
- SimplyDelivery provides a hosting platform that integrates the basic infrastructure for all web-based services. The precise configuration and packaging as well as the choice of resources and add-ons is the sole responsibility of SimplyDelivery; only the smooth usability, stability, security and accessibility of the services rented by the Customer is decisive for the performance of the contract. This hosting platform and all other services are rented from SimplyDelivery.
- Accessibility of the platform is deemed to be 98% on an annual average. This applies to the primary usability of the software platform, so that the basic functions are still fulfilled. This does not include the failure of individual subordinate modules that restrict the usability of the software platform in productive operation but do not make it impossible. Subordinate modules are modules comparable to the e-mail module, the Google Maps module, the logging module or the image management module, which can fail without making the vital functions of the software for the customer's value-added chain such as order entry impossible.
- Excluded from this provision on availability are times during which the service cannot be reached due to technical or other problems that are beyond the control of SimplyDelivery (force majeure, natural disasters, etc.). SimplyDelivery may also restrict access to the services if the security of the network operation, the rights of third parties or conflicts of law arise in connection with the Client's user data. Otherwise the SimplyDelivery General Terms and Conditions shall apply.
- SimplyDelivery consists of the primary software modules described below. The basic availability and scope of functions for the Customer is primarily based on the tariff booked by the Customer and will be determined by SimplyDelivery for the Customer accordingly. In the following, "management" of elements means in each case the creation, deletion, editing and listing of elements within reasonable limits. The following modules are currently available:
i. Core Engine: This module provides the central data storage that is essential for the use of the SimplyDelivery software. This core engine itself does not have an interface for the customer, but is only used for data storage and the control of data streams.
ii.the modules and module parts described below with the corresponding user interfaces are available for use by the Contractor and its employees or end customers. The functions are each provided with write and read rights (if reasonable and technically possible), which can be assigned to individual user groups via the integrated rights management system.
3.1 Basic system / store management (multi-store customers):
Administration interface for master data maintenance by the contractor himself. The following functions are available:
- Administration of franchise partners
- Administration of the stores with the store master data, opening hours, store settings, holidays. Store groups with explicit administrators can be formed. Administration of delivery areas and payment methods.
- Administration of users for the system with the possibility of assigning user groups (and thus inherently user rights)
- Administration of printers and their settings for the SOCP
- Basic statistics with evaluations according to articles sold, merchandise groups, sales according to order entry and exit channel, area-specific evaluations, cumulative sales figures with comprehensive store selection for the administrator
- Outgoing invoice ledger and cash ledger with cash closings
- Daily closing report with a short overview of the KPIs of the day
- central article management with the possibilities of administration and allocation of: merchandise groups, recipes, article groups, menus, topping groups, price groups, allergens, nutritional values, ingredients, deposit types, validity, additional texts, stores
- Management of manual and automatic vouchers for use in the cash register, the web shop and the app.
- Management of customers with addresses and means of communication
- Management of orders, with the possibility of filtering by date, order receipt channel, search terms
- Dashboard with statistics and delivery time traffic light
- Printerproxy: Proxy for the automated printing of invoice receipts, kitchen receipts, note receipts and labels
- Delivery Portal Proxy: Interface for connecting delivery portals (www.pizza.de, www.lieferheld.de, www.lieferando.de). Authorization by the corresponding delivery portals is required for use. Orders are processed automatically as long as the data of the delivery portals are delivered in the required formats.
3.2 Basic system (single store customers):
Administration interface for master data maintenance by the contractor himself. The following functions are available:
- Administration of a store with the store master data, opening hours, store settings, public holidays. Store groups with explicit administrators can be formed. Management of delivery areas and payment types.
- Administration of printers and their settings for the SOCP
- Basic statistics with evaluations according to articles sold, product groups, sales according to order entry and exit channel, area-specific evaluations, cumulative sales figures
- Outgoing invoice ledger and cash ledger with cash closings
- Daily closing report with a short overview of the KPIs of the day
- Article management with the possibilities of administration and assignment of: merchandise groups, recipes, article groups, menus, topping groups, price groups, allergens, nutritional values, ingredients, deposit types, validity, additional texts
- Management of manual and automatic vouchers for use in the cash register, the web shop and the app.
- Management of orders, with the possibility of filtering by date, order receipt channel, search terms
- Management of customers with addresses and means of communication
- Dashboard with statistics and delivery time traffic light
- Printerproxy: Proxy for the automated printing of invoice receipts, kitchen receipts, note receipts and labels
3.3 POS system with ordering interface and driver monitor
- Store bound entry of customer data as well as entry of an order from the article master data with shopping cart and order completion
- Automated further processing with stock entry and customer information
- Printing of invoice receipt, kitchen receipt, note receipt
- Printing of adhesive labels in the specified format
- Management of orders, with the possibility of filtering by date, order receipt channel, search terms
- Dashboard with statistics and delivery time traffic light
- Driver terminal for assigning drivers and orders, calculating a route and a delivery time with external service (Google Maps)
- Employee monitor for employee time recording (start and end and breaks)
3.4. Webshop
- Graphically designed shop system, which provides an order interface for end customers from the master data, with which they can independently place orders. For availability, see Appendix A.
- The web shop has been developed for most current common and widespread browsers on classic end devices (PC) and mobile devices (pads).
3.5. iOS and Android Apps
- Graphically designed shop system in the form of an iOS and Android app, which provides an ordering interface for end customers from the master data, with which they can independently place orders. For availability see appendix A.
3.6. Callcenter
- Cross-store entry of customer data as well as entry of an order from the article master data with shopping cart and order completion for a store
- Automated further processing with stock entry and customer information
- Printing of invoice receipt, kitchen receipt, note receipt
- Printing of adhesive labels in the specified format
- Management of orders, with the possibility of filtering by date, order receipt channel, search terms
3.7. Merchandise management module
- Management of supplier master data, storage locations, stock bookings, goods orders, goods receipts, inventory templates, inventories
- Storage protocol
- Automatic stock entries for sales
3.8. Personnel and fleet management
- Administration of employee master data with basic employee roles; driver accounting and driver statistics, employee time recording
- Productivity statistics
- Management of vehicle master data
3.9. Drivers-App
- Driver registration
- Manage active tours
- Accounting of the driver
- Transfer of the tour information to a map service (apple or google maps)
- Display of shift data
3.10. Self Service Terminal
- Graphically designed shop system for pick-up orders in the store, which provides an order interface for end customers from the master data, with which they can independently place orders.
3.11. Kitchen manager
- Display of orders analogous to the kitchen receipt on screens in the kitchen for various workstations and work processes.
4. hosting software with reference to its terms and conditions and availability
An AMAZON web service solution is used as hosting platform. The hosting platform itself is a dynamic platform whose resources are always adapted to the current demand. Updating and maintenance is the responsibility of the mentioned service providers.
5. external services with reference to their terms and conditions and availability
SimplyDelivery uses a variety of external services. These are, for example
- NewRelic Monitoring
- AWS S3 for data management
- Cloudinary for the management of (product) images
- LogEntries for logging services
- Memcachier for caching services
The provider and scope of external services can be determined and changed by SimplyDelivery at any time.
6. Hotline
SimplyDelivery provides telephone support Monday to Friday from 09:00 to 18:30. A ticket system provided by SimplyDelivery online can be used at any time.
A hotline is available for emergencies outside the above-mentioned times until 23:30 every day. Call and response times are also part of the contract.
7. Setting up webshop, website & apps
a. technical setup of the system
Setting up a separate instance for franchise customers
For franchise companies with more than 5 locations, the contractor provides the client with his own instances of the above mentioned software modules. These have their own subdomains. Unless otherwise agreed, the one-time setup includes the setup of these instances, the setup of the corresponding administration accounts as well as the creation of the fundamentally required settings. Further data such as articles will be entered on request and in agreement with the customer. The client undertakes to provide the contractor with the required data as an Excel table in a format defined by the contractor. A fee according to the current price list will be charged for the one-time setup.
Setup of an instance for individual customers - basic setup
For sole proprietorships, the contractor provides the client with a separate account on a collective instance. Unless otherwise agreed, the one-time setup includes the setup of the account, the setup of the corresponding administration accounts and the simple creation of the store. Furthermore, the products are created for the customer without merchandise management. The customer is obliged to provide the contractor with the required data as an excel sheet in a format defined by the contractor. A fee according to the current price list will be charged for the one-time setup.
b. Adaptation of the web interfaces for the web shop
If not agreed otherwise, the client adapts the standard template of the webshop to the corporate (design logo, colours, fonts, images) of the contractor. For this purpose, a one-time flat rate according to the current price list will be charged. Should there be any deviating wishes from the client, the contractor will prepare a corresponding offer. Furthermore, the technical setup of the web shop is carried out on the contractor's server. A fee according to the current price list will be charged for the one-time setup.
c. Setup and publishing App
If not agreed otherwise, the client adapts the standard template of the app and the mobile website to the corporate (design logo, colors, fonts, images) of the contractor. Subsequently, the contractor places the apps in his own collective account with iTunes and GooglePlay under the correspondingly agreed name. Furthermore, a separate instance is created for the mobile website.
A fee according to the current price list will be charged for the one-time setup.
d. Creation of a website
The contractor creates a website for the client based on the layout templates defined by the contractor. The client may choose a variant of the layout templates, which the contractor then adapts to the corporate design (logo, colors, fonts, images) and implements as a website accessible on the Internet. In addition to the start page, the client may define four further navigation points with pure text and image content as well as a page with standard form content (simple contact form with name, first name, e-mail, telephone, subject and text). The contractor creates these after the client has delivered the images and texts and fills them with the contents. The contractor will submit a corresponding offer for adjustments that go beyond these services. Hosting of the website is usually on the client's server, unless otherwise agreed. For this purpose, a web hosting package suitable for the installation is to be provided by the client and the corresponding access data (database, PHPmyAdmin, FTP) is to be handed over to the contractor. After completion of the setup of the website, the contractor will install the website on the client's web server. For the one-time installation a fee according to the current price list will be charged.
e. Installation of products and delivery areas
The client is basically able to create his products and delivery areas in the administration panel of his account. For the import of delivery areas, products including the merchandise management a one-time fee is charged. The client is obliged to provide the contractor with the required data as an Excel table in a format defined by the contractor.
8. Monthly care
Search engine optimization
The contractor takes over the optimizing measures for the client to increase the visibility in the search engines. For this purpose he will define a keywordset together with the client and optimize the website for these keywords. In addition, a monthly performance review, reporting and appropriate measures for further optimization will take place. Usually a minimum number of hours per month of 3h and a minimum duration of 3 months is agreed upon.
Search engine & Facebook marketing
The contractor takes over the advertising of the website and the webshop in the search engines and on Facebook for the client. For this purpose, he will define appropriate advertising campaigns together with the client. In addition, a monthly performance review, reporting and appropriate measures for further optimization will take place. As a rule, a minimum number of hours per month of 3 hours and a minimum duration of 3 months is agreed upon. The costs for placing the advertisements are not included in the price and must be agreed separately with the client.
Technical and content support of the website
The support of the website by the contractor includes the following services. The billing is on an hourly basis. The hourly rate can be found in the price list.
Technical support:
- the import of relevant product updates
- the detection and elimination of display errors (browser-specific)
- the optimization of existing scripts and database programs
- Data backup of the online databases
- Optimisation of the website with regard to speed and usability
- Further development of existing website modules and development of additional modules, e.g. gallery
- If necessary, support with the maintenance of the online server
Other care:
- Creation of graphics and images required for the further development of the website, e.g. action graphics, product images.
- Further development of the website and modules according to the client's specifications
- Entry of contents according to the client's specifications
Further services are generally also provided under the contract if the hourly quota is not used up
Controlling & Consulting:
- simple monthly as well as differentiated quarterly evaluation of access statistics
- Consulting for the optimization of the website
Newsletter marketing
When commissioning the newsletter marketing, the contractor conceives, designs and sends newsletters for the client. For this purpose, he coordinates the topics, the layout and the clientele with the client. The client provides the contractor with the corresponding contact addresses. He assures upon delivery that the e-mail addresses have been collected in a legal and data protection compliant manner. The Client feeds the addresses into a program intended for this purpose, e.g. Cleverreach, and sends the newsletters on behalf of the Client at the agreed time. Subsequently, the Client receives an evaluation of the success of the campaign. A fee according to the current price list is charged for the newsletter marketing.