PLS & Treez POS – Hardware Support Plan Eligibility

Version: 1.0
Effective date: September 19, 2025
Owner: Operations – Service Desk
Applies to: All PLS staff handling Treez POS hardware support inquiries

1) Purpose

Define exactly who PLS helps under the Hardware Support Plan (HSP) for Treez POS customers & regular customers, how eligibility is verified, and how to proceed when customers are ineligible or only partially covered.

2) Who We Help – Eligibility Rules

A customer is Eligible if any of the following are true and the device is Treez‑certified:

  1. Active Treez HSP (Renewed & Paid): Customer shows proof of a current Treez HSP that includes hardware support.
  2. PLS‑Sold Hardware (Within OEM Warranty): Device purchased from PLS and still under OEM warranty.
  3. PLS‑Sold Hardware (Out of OEM Warranty) + Active PLS Support Add‑On: Covered under a paid PLS extended plan or SOW.
  4. New Treez Customer (Onboarding): provided from Treez for setup
  5. New PLS customers that purchased Hardware within the year

3) If Not, What to do:

If the customer doesn’t qualify for support, please alert Gerson, David & Rey so we can assign an Account Manager to sell them the Service