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.


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.

Support Service

Support365 Standard

Support365 Premium

Release Notes

Access to iVend Support Portal

Access to Knowledge Base

Community Self-Help Discussion Forum

Resolution to Level 1, 2, 3 Support

Monthly Support SLA Dashboard

Configuration Queries on Production System – 1 Hr. Call



Maintenance Plan Implementation – DB Optimisation

Maintenance of High Availability Environment (System Monitoring)

Post Facto Report Only

POS Crash / Server Crash Recovery

Paid Separately


Customer Account Manager (CAM)


Review Call



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

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.

Support Activity

Activities under Software Assurance

Fixes for Product Issues

Software for patches and hot fixes to product related issues

Software for new version releases

24/7 access to support portal via the iVend business partner

Detailed reporting on issues reported with online tracking and email alerts

Option to raise the support matter to an escalation team

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.

Are you ready to accelerate your Retail Success?

Contact us to learn more about our support offerings.