Support Services
Support Services
Maximise your investment in iVend Retail with the technical expertise of our experts and operate more confidently with 24/7 proactive monitoring and support to ensure smooth operations for your business and speedy resolutions.
Support365
iVend Retail customers must have an active Software Assurance contract to benefit from this enhanced support offering. Standard and Premium Support 365 Plans are an extension to Software Assurance and are offered to cover resource gaps. The premium support package is also available to iVend Cloud customers for an small additional monthly subscription fee.
As a part of iVend Cloud subscription, Support 365 Standard includes comprehensive support, application and infrastructure management services.
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Support Service |
Support365 Standard |
Support365 Premium |
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Release Notes |
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Access to iVend Support Portal |
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Access to Knowledge Base |
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Community Self-Help Discussion Forum |
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Resolution to Level 1, 2, 3 Support |
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Monthly Support SLA Dashboard |
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Configuration Queries on Production System – 1 Hr. Call |
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Monthly |
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Maintenance Plan Implementation – DB Optimisation |
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Maintenance of High Availability Environment (System Monitoring) |
Post Facto Report Only |
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POS Crash / Server Crash Recovery |
Paid Separately |
Included |
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Customer Account Manager (CAM) |
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Review Call |
Monthly |
Monthly |
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Support Hours |
24 X 7 X 365 |
24 X 7 X 365 |
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Priority Response / SLA |
Response Time |
Response Time |
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Severity 1 – Critical / Emergency |
60 Mins |
30 Mins |
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Severity 2 – Serious |
120 Mins |
30 Mins |
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Severity 3 – Moderate |
4 hours |
2 hours |
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Severity 4 – Low |
4 hours |
2 hours |
Software Assurance
Software Assurance provides valuable protection for your software investment and remains a critical component of iVend Retail installations On Premise, however it is now included when licensing iVend Cloud as part of comprehensive support, application, and infrastructure management services based on the Support365 Standard.
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Support Activity |
Activities under Software Assurance |
| Fixes for Product Issues |
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| Software for patches and hot fixes to product related issues |
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| Software for new version releases |
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| 24/7 access to support portal via the iVend business partner |
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| Detailed reporting on issues reported with online tracking and email alerts |
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| Option to raise the support matter to an escalation team |
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Please note that the installation and deployment of new releases of software, patches and or hot fixes are not included with Software Assurance and is a chargeable exercise subject to our current hourly consulting rates.
