Fulfillment Policy - CardOpz | Service Delivery Terms

Service Delivery

CardOpz is a cloud-based software platform delivered as a Software-as-a-Service (SaaS). Upon subscription activation, you receive immediate access to our platform with no physical delivery required.

Implementation Process

Our implementation process is designed to get your facility operational quickly and efficiently:

Day 1: Account Setup

Your dedicated account manager creates your facility profile and configures initial settings.

Days 2-3: Staff Training

Comprehensive training sessions for your management team and floor staff via video conference.

Days 4-5: System Configuration

Customize table layouts, game types, tournament structures, and promotional settings.

Day 6: Soft Launch

Test run with limited operations to ensure everything functions smoothly.

Day 7: Go Live

Full platform activation with 24/7 support monitoring.

Support Commitments

Response Times

Critical Issues: Within 15 minutes
High Priority: Within 1 hour
Normal Priority: Within 4 hours
Low Priority: Within 24 hours

Support Channels

24/7 Phone Support: (619) 416-5633
Email Support: help@cardopz.com
In-App Support: Direct messaging within the platform
Slack Channel: For enterprise clients

Platform Availability

We maintain a 99.7% uptime commitment, backed by enterprise-grade Microsoft Azure infrastructure:

Redundant servers across multiple data centers
Automatic failover systems
Real-time data backup
24/7 system monitoring

Updates and Maintenance

Platform updates are deployed automatically with zero downtime:

Feature Updates: Monthly release cycle
Security Patches: As needed, typically within 24 hours
Scheduled Maintenance: Quarterly, with 7-day advance notice
Emergency Maintenance: Rare, with immediate notification

Data Management

Data Backup

Real-time replication to secondary servers
Daily encrypted backups retained for 30 days
Monthly archives retained for 1 year
Annual archives retained for 7 years

Data Export

You can export your data at any time through the platform:

Player databases in CSV format
Financial reports in PDF/Excel
Transaction logs in standard formats
Complete data export available upon request

Service Level Agreement (SLA)

Our standard SLA includes:

99.7% uptime guarantee
Service credits for downtime exceeding SLA
Priority support queue access
Dedicated account management

Cancellation and Refunds

CardOpz operates on a month-to-month subscription basis:

Cancel anytime with 30-day notice
No cancellation fees
Pro-rated refunds for unused service
Full data export provided upon cancellation

Need Assistance?

Our implementation team is ready to help you succeed. Contact us for personalized support:

📧 Email: implementation@cardopz.com
📞 Phone: (619) 416-5633
📅 Schedule a Call: Book Implementation Review

Last Updated: January 29, 2025