Fashione Help

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terms:swsupport [2021/05/11 11:03] – melterms:swsupport [2024/03/18 11:15] (current) – [Office Hours Software Support] mel
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 ====== Fashione Aftercare Software Support Subscription  ====== ====== Fashione Aftercare Software Support Subscription  ======
 +
 +**//The below is for NONE Software Service Customers only.//**
  
 ==== Office Hours Software Support ==== ==== Office Hours Software Support ====
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 Software support only covers the Fashione software and other processes that require our software to work, including additional services such as integrations with partner services.   Software support only covers the Fashione software and other processes that require our software to work, including additional services such as integrations with partner services.  
  
-Depending on the nature of the support required at the time of logging a request with a member of the support team.  An investigation will be required before any estimated resolution times can be provided.  Any times provided are purely an estimate, based on the severity of the request and the steps required to implement a solution.+Depending on the nature of the support required at the time of logging a request with a member of the support team. The support required will be logged as either Critical, High, Medium or Low. Critical support issues where a customer can not trade take priority, and lower ranked support tickets will be queued. 
 + 
 +An investigation will be required before any estimated resolution times can be provided.  Any times provided are purely an estimate, based on the severity of the request and the steps required to implement a solution.
  
 The support team members strive to keep you updated on any issues you have logged; however, it is the customers responsibility to follow up or provide any additional information if required.  The support team members strive to keep you updated on any issues you have logged; however, it is the customers responsibility to follow up or provide any additional information if required. 
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 Please do not use any of Fashione social media pages or the website contact form to log an support incident. These channels are used for sales and marketing only and are not checked by the support team. Please do not use any of Fashione social media pages or the website contact form to log an support incident. These channels are used for sales and marketing only and are not checked by the support team.
  
 +==== Operating Systems Not Support & End of Life Dates ====
 +Windows XP, Windows POS Ready 9 or Windows Vista are not supported. 
 +Windows 7, POS Ready 7 and Windows 8/8.1 end of support date is 31st October 2023.
 +
 +==== Temporary System Access ====
 +Temporary access to Fashione Office has a set up fee of  £25.00 plus Vat, with a maximum use of 28 days. 
 ==== Third Party Hardware ==== ==== Third Party Hardware ====
-Third Party hardware supplied by yourself is not covered under the software support subscription service. +Third Party hardware not supplied by Fashion Epos Solutions is not covered under the software support subscription service. We advise strongly against suppling you own equipment as our support desk may not have the knowledge to provide after care for unknown brands and models and therefor can refuse to support it. 
  
-Till Software Set Up From £150.00 plus Vat (includes Receipt Printer Drivers) 
  
-Receipt Printer Set Up From £60.00 plus Vat 
  
-Label Printer Set Up  From £60.00 plus Vat+Existing Customer Till Software Set Up  From £PAO plus VAT
  
-Tysso Stocktake Scanner Set Up From £60.00 plus Vat +Receipt Printer Set Up From £7500 plus Vat 
 + 
 +Label Printer Set Up From £75.00 plus Vat 
 + 
 +Tysso Stocktake Scanner Set Up From £75.00 plus Vat 
  
 Other Hardware Set Up PAO Other Hardware Set Up PAO
 +
 +Please Note: Set up fees do not include aftercare support for the equipment. 
  
  
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 Emergency on call is telephone support only, for emergencies. If the member of staff who answers the call, deems this case to be an emergency and the only way to fix this is to provide remote assistance, they will arrange a convenient time they can do this directly with the customer who has called.  Emergency on call is telephone support only, for emergencies. If the member of staff who answers the call, deems this case to be an emergency and the only way to fix this is to provide remote assistance, they will arrange a convenient time they can do this directly with the customer who has called. 
 +
 +Due to limited services over the weekend emergency support is limited. If your till fails, we will advise the caller to trade manually. 
  
 Please note we request that due to the weekend being emergency on call only, that no changes to your setup are made.  This includes changing routers or pc upgrades or moving equipment.  These events should be scheduled and carried out within our office hours. Please note we request that due to the weekend being emergency on call only, that no changes to your setup are made.  This includes changing routers or pc upgrades or moving equipment.  These events should be scheduled and carried out within our office hours.
    
 ==== Cancelling your Software Support Subscription ==== ==== Cancelling your Software Support Subscription ====
 +**//The below is for NONE Software Service Customers only.//**
 +
 Your software support subscription is not a contact.  We ask that a thirty-day notice period is given.  Your software support subscription is not a contact.  We ask that a thirty-day notice period is given. 
  
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 Fashione is an off the shelf software solution that is actively developed by the Fashion Epos Solutions Ltd development team.  We do take on board customer feedback and possible requests, however, the development of Fashione product is controlled by the company and who makes the final decisions . The software support subscription does not cover bespoke development.  Fashione is an off the shelf software solution that is actively developed by the Fashion Epos Solutions Ltd development team.  We do take on board customer feedback and possible requests, however, the development of Fashione product is controlled by the company and who makes the final decisions . The software support subscription does not cover bespoke development. 
  
-Lasted Revised: 1st February 2019 +Lasted Revised: 30th August 2022
  
Last modified: 2021/05/11 11:03
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