Improving our support processes and enhancing product capability is a constant process. It is our endeavor to provide exceptional service to our partners and customers. iVend 6.6 and iVend Support365 (Standard and Premium) is one such step in this direction. Periodic enablement sessions, online self-paced learning curriculum and product certifications have ensured a matured partner network and committed customers. These initiatives have significantly improved product knowledge and overall support capabilities of our partners.
We have, however, observed that our Global Support Team spends considerable time and effort in resolving issues which are mostly configuration issues and many times issues due to incorrect usage of the application. We have also observed that in most cases it is simply a lack of knowledge and understanding of how the system has been designed to work. These and such incidents not only lead to negative views of the application, but also consumes numerous hours of the support consultants.
Introducing iVend Support Packages
Considering today’s changing and challenging environment, we realise a need for more dedicated support options and are pleased to introduce iVend Support Packages. These are packages of pre-paid consulting and support hours that you may need for an experienced iVend specialist to look at your system or help you configure iVend or help resolve third-party integrations.
Upon the purchase of a Support Package the number of hours utilised in that package will be deducted from the total amount available. Additional Support Packages can be purchased at any time to top up your available support hours whenever necessary.
We hope you will agree that this new offering will significantly improve overall support capabilities for our partners, as iVend Support Packages are an easy way for all of us to keep costs under control.