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

Learn More

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

Access to Knowledge Base

Patches and hot fixes to product related issues

Software for new version releases

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

Initial diagnostic analysis to determine root cause of issue

Detailed reporting on issues reported with online tracking and email alerts

Option to raise the support matter to an escalation team

New Requirement Identification and Raising to Product Team

DB Optimisation Analysis

L1/L2 Queries

iVend Modules Installation

Inventory Correction between ERP and iVend Enterprise due to User Error

Disabling Inter Store Feature from iVend MC @ Head Office

iVend Mixed Mode Store Separation

ERP–> iVend initialisation implementation Assistance

ERP–> iVend Re-Intialisation implementation Assistance

iVend Enterprise Database Crash Recovery

iVend Store Database Crash Recovery Assistance

Database Crash Recovery Assistance for iVend Offline POS

iVend MC Report Customisation

iVend POS Receipt Customisation

iVend Database Maintenance including Health Check, DB Shrink Optimisation

iVend Enterprise database Purging

iVend Store Database Purging

iVend API Installation

iVend Standalone Loyalty Installation

iMatrix Installation Assistance

iCharge Installation Assistance

iVend Pass Installation Assistance

iVend POS Customisation

iVend Extensibility

iVend Optical Addon Installation Assistance

iVend Mobile POS Installation Assistance

iVend Handheld Andriod Installation Assistance

iVend Demo System Installation Assistance

ERP Integration Connector Installation Assistance

iVend Patches implementation

iVend Upgrade Activities

Hardware (Printer, Payment Processor, etc.) Installation Assistance

Third Party Integration with iVend API

Magento Implementation Assistance

iVend for Magento Integration Installation Assistance

iVend L1/L2 Level Training

Custom Code Analysis and Consulting (Extensibility)

Custom Implementations, such as customising replication/barcode resolution

Automation (Developing Utilities)

Are you ready to accelerate your Retail Success?

Contact us to learn more about our support offerings.