Get Premium Support

Access the technical expertise of dedicated iVend Retail experts and operate more confidently with 24/7 proactive monitoring and support services that ensure smooth operations for your business and speedy resolutions.

Support365 for iVend Retail

Maximize your investment

Support Services

Infrastructure Management 

LEVEL 1 SUPPORT 

Our first level of support begins with acknowledgment of a request and provision of a ticket number to enable tracking on the progress of the request. Level 1 support includes basic resolutions for customer related issues, such as solving known issues or issues that do not require significant technical skill or interference. If Level 1 technicians are unable to resolve the issue, it is escalated to a Level 2 support request. 

LEVEL 2 SUPPORT

Our second level support provides more in-depth technical support with a system expert to ensure that errors are resolved quickly, and downtimes of your business-critical systems remain as low as possible. This includes basic tasks which can be carried out without intervention at the code level, such as functional guidance on deployment or issues with integration of data at the database level.

Our third level support is utilised when an issue cannot be resolved within the first two levels of service. The third-level support covers correction of Product Defect(s) in the Software, intervention at the code level, and resolution through an update/upgrade/ hot fix. The highly skilled engineers and developers who work in this area have in-depth knowledge of the iVend Retail solution portfolio, operating systems, databases and third-party solutions used. 

LEVEL 3 SUPPORT 

Copyright © iVend Retail, 2020

 Support365 Plans & Benefits

Delivered via SaaS model, iVend Retail includes a full spectrum of escalated service with Support365 to fill in resource gaps and empower retailers to operate with complete peace of mind.

Support Service

Support365 Standard

Support365 Premium

iVend Cloud

Included

Additional

Software Assurance

Upgrade Entitlement

Release Notes

Access to iVend Service Portal

Searchable iVend Service Portal

Community Self-Help Discussion Forum

Web-Based Issue Tracking

Resolution to Level 1, 2, 3 Support

Monthly Support SLA Dashboard

Configuration Queries on Production System - 1 Hr. Call

 

Monthly

Maintainance Plan Implementation - DB Optimisation

Maintenance of High Availability Environment (System Monitoring)

Post Facto Report Only

POS Crash / Server Crash Recovery

Paid Seperately

Included

Customer Account Manager (CAM)

 

Review Call

Monthly

Monthly

Support Hours

24 X 7 X 365

24 X 7 X 365

Priority Response / SLA

Response Time

Response Time

Severity 1 – Critical / Emergency

60 Mins

30 Mins

Severity 2 – Serious

120 Mins

30 Mins

Severity 3 – Moderate

4 hours

2 hours

Severity 4 – Low

4 hours

2 hours

Learn More

Software Assurance remains a critical component of iVend Retail installations On Premise, however it is included when licensing iVend Cloud as part of comprehensive support, application, and infrastructure management services based on the Support365 Standard. 

iVend Cloud

Support365 Standard is included in the license subscription of iVend Cloud and encompasses Software Assurance and Level 1, Level 2 and Level 3 Support. Support services are available 24/7 via the iVend Service Portal for easy administration and tracking of support incidences.

Infrastructure Management (IM) is included in the license subscription of iVend Cloud to ensure that as a retail business, the focus is on the business while iVend Retail administers and maintains the technology system for an organisation including the network, hardware, Software, data storage, and data disaster recovery.

Infrastructure Management includes:

Proactive monitoring of the IT infrastructure and system parameters like memory, computer and disk usage

Assessment and corrective action to resolve possible infrastructure performance bottlenecks

Daily backups and a rolling seven (7) day backup kept on file at all times

Delivery of a secure application and database protection against viruses and malwares to keep out possible cyber data threats

Secure SSL communications across all services and encrypted data transfers

Continuous database monitoring for performance enhancements and system performance optimisation

Application Management 

Application Management (AM) is included in the license subscription of iVend Cloud to ensure the efficient deployment of iVend Retail with particular reference to its optimal performance, operation and efficiency.

Application Management includes:

Assessment and performance testing to ensure optimum economies of scale

Deployment of patches and hotfixes on a regular basis 

Formal notification provided to the customer on timing of new version upgrades 

Security hardening of the on Cloud environment 

24/7 Level 1, Level 2 and Level 3 Support via the iVend Service Portal

Monthly report of support incidents 

Ensuring a reliable environment with a 99% uptime

Advanced notification of scheduled maintenance 

Regular monitoring to ensure data integrity and issue management

LET’S GET YOU STARTED

 For managed support services from iVend Retail, please contact us today. You can also send us your project specifications at sales@citixsys.com