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| terms:swsupport [2022/05/26 14:01] – [Cancelling your Software Support Subscription] mel | terms: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. | + | 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. | ||
| 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. | ||
| - | ==== Windows XP Notice | + | ==== Operating Systems Not Support & End of Life Dates ==== |
| - | In June 2021 we issued notice that from 1st September 2021 we can no longer offer support on Windows XP, Windows POS Ready 9 or Windows Vista tills. From the 1st September 2021, any Fashione software that is installed on Windows | + | Windows XP, Windows POS Ready 9 or Windows Vista are not supported. |
| + | Windows | ||
| + | ==== 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 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. | 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. | ||
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| ==== Cancelling your Software Support Subscription ==== | ==== Cancelling your Software Support Subscription ==== | ||
| **//The below is for NONE Software Service Customers only.//** | **//The below is for NONE Software Service Customers only.//** | ||
| - | |||
| - | Your software support subscription is not a contact. | ||
| - | |||
| - | The monthly subscription amount payable is taken though direct debit. Other methods of payment are only accepted on special circumstances. | ||
| - | |||
| - | Failure to make consistent monthly payment or in arrears will affect your software support subscription and can place your subscription on hold or on stop. | ||
| - | |||
| - | Fashione Epos Solutions Ltd have the right to withdraw the software support subscription services under the following conditons: | ||
| - | - Arrears/ | ||
| - | - Abusive or threatening behaviour. | ||
| - | - Can no longer support the environment where the solution is placed/ | ||
| - | |||
| - | |||
| - | ==== Cancelling your Software Service Subscription ==== | ||
| - | **//The below is for Software Service Customers only.//** | ||
| Your software support subscription is not a contact. | Your software support subscription is not a contact. | ||
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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: | + | Lasted Revised: |
Last modified: 2022/05/26 14:01
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