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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| Access to Knowledge Base |
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| 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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| Initial diagnostic analysis to determine root cause of issue |
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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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| New Requirement Identification and Raising to Product Team |
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| DB Optimisation Analysis |
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| L1/L2 Queries |
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| iVend Modules Installation |
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| Inventory Correction between ERP and iVend Enterprise due to User Error |
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| Disabling Inter Store Feature from iVend MC @ Head Office |
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| iVend Mixed Mode Store Separation |
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| ERP–> iVend initialisation implementation Assistance |
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| ERP–> iVend Re-Intialisation implementation Assistance |
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| iVend Enterprise Database Crash Recovery |
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| iVend Store Database Crash Recovery Assistance |
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| Database Crash Recovery Assistance for iVend Offline POS |
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| iVend MC Report Customisation |
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| iVend POS Receipt Customisation |
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| iVend Database Maintenance including Health Check, DB Shrink Optimisation |
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| iVend Enterprise database Purging |
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| iVend Store Database Purging |
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| iVend API Installation |
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| iVend Standalone Loyalty Installation |
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| iMatrix Installation Assistance |
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| iCharge Installation Assistance |
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| iVend Pass Installation Assistance |
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| iVend POS Customisation |
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| iVend Extensibility |
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| iVend Optical Addon Installation Assistance |
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| iVend Mobile POS Installation Assistance |
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| iVend Handheld Andriod Installation Assistance |
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| iVend Demo System Installation Assistance |
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| ERP Integration Connector Installation Assistance |
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| iVend Patches implementation |
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| iVend Upgrade Activities |
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| Hardware (Printer, Payment Processor, etc.) Installation Assistance |
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| Third Party Integration with iVend API |
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| Magento Implementation Assistance |
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| iVend for Magento Integration Installation Assistance |
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| iVend L1/L2 Level Training |
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| Custom Code Analysis and Consulting (Extensibility) |
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| Custom Implementations, such as customising replication/barcode resolution |
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| Automation (Developing Utilities) |
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