Value-added services (post onboarding)
Functional end-user product support is available to you, subject to our Fair use policy. Our Fair use policy ensures all our customers get fair and equal access to this free service. We want to be sure that we continue offering the same high level support service you are used to, so we may need to update this Fair use policy, please check in regularly to review any changes. Fair use policy
- Free support is limited to ResRequest product functionality, subject to the exclusions detailed below.
- Support may not be used as a substitute for training.
- We ask that your account be in good standing to make use of our support service.
- Users requiring excessive functional support may be asked to attend training to qualify for ongoing free support.
- Support for users who have not attended ResRequest training will be billable.
- To manage costs and provide equal access to our training and support team we offer support via email and Skype, not telephone. We ask that telephonic support be limited to escalating urgent queries.
- Determination of whether support is billable is at the discretion of ResRequest management. All billable support or services will be identified before commencement.
- Support is available Monday to Friday, with standby support for weekend emergencies. Our support hours are from 09:00 to 16:00 South African time. Please note that we observe South African Public Holidays.
- Ongoing non-critical support carried out over weekends and Public Holidays may incur a standard billable support charge of USD40/ZAR550 per hour.
Free support exclusions Billable support includes, but is not limited to, the following:
- Consulting
- Training
- Data setup
- Technical setup
- Graphic edits
- Business analysis
- Setup of interfaces
- Hardware support
- LAN or ISP issues
- Services deemed as product consulting
- Software support other than ResRequest software
- Issue resulting from client-initiated hardware or software changes
- Data corruption (unless caused by the ResRequest software)
- Requests for recommendations related to a client’s business processes or data structure needs
Please consult our price list for pricing details on these services.
Fair use policy (during onboarding)
During the onboarding phase, we will assist in setting up your system, an onboarding fee applies. Please contact us for a quotation for this fee. To ensure a successful setup, we require you to provide all necessary information upfront, formatted according to our requirements. While we will guide you in understanding the required format, be prepared for significant work to source and clean your data from your legacy system.
If you are transferring data from another system, it is essential to extract all the data you wish to capture in ResRequest. You will work with our team to familiarize yourself with ResRequest’s fields to effectively map your legacy system data to ResRequest. This mapping will be done using import templates or through manual entry. While we’ll assist in reviewing your data, you are ultimately responsible for ensuring its accuracy as you know your data best.
We depend on you to provide your system information in the correct format for easy capture or import. While we’ll offer support, we cannot accept liability for the quality of your data or delays caused by releasing it to our team. Your project’s success depends on you taking responsibility for cleaning your data before it is imported into ResRequest.
To ensure the onboarding process runs smoothly, it is crucial for stakeholders from both teams to be accessible and responsive. We recommend using WhatsApp or phone for efficient communication.
We have found that testing a few sample data captures or imports is a common practice in all successful implementations. For this reason, we will conduct a few test imports of your legacy data and review it in the ResRequest format to confirm your satisfaction with the data mapping and interpretation.
Depending on our workload, the capture of historical data may not be completed within the onboarding period. If it becomes clear that your data volumes exceed what can be handled during the onboarding phase, we will communicate this transparently.
Large rate setup projects unrelated to legacy data transfer are not included in the onboarding process. Additionally, training sessions should be scheduled during or shortly after the onboarding period.
Weekly “coffee chats” are opportunities to connect with your implementation team after training and occur during the onboarding period. Following the onboarding phase, standard support charges apply. Functional support remains free for trained users, while value-added services are billed at our standard annual service rates.
TallOrder Fair Use Policy (post onboarding)
TallOrder end-user product support is available to you, subject to our Fair use policy. Our Fair use policy ensures all our Customers get fair and equal access to this free service.
We want to be sure that we continue offering the same high-level support service you are used to, so we may need to update this Fair use policy, please check in regularly to review any changes.
Fair use policy
Free support is limited to TallOrder product functionality, subject to the exclusions detailed below.
- Support may not be used as a substitute for training.
- We ask that your account is in good standing to make use of our support service.
- Call times and Customer Support tickets are monitored. Users requiring excessive support may be asked to attend training in order to qualify for ongoing free support.
- Support for users who have not attended training will be billable.
- To manage costs and provide equal access to our training and support team we offer support via email, Skype and WhatsApp, not telephone. We ask that telephonic support is limited to escalate urgent queries.
- Determination of whether support is billable is at the discretion of ResRequest management.
- Our support services are available Monday to Friday, 8am-5pm SAST.
Free support exclusions
Billable support includes, but is not limited to, the following:
- Services deemed as product consulting including business processes, documenting, product configuration, database merges or retructures, advice or assistance on best practices and other typical consulting services associated with TallOrder POS and the integration to ResRequest.
- Database amendments or deletion.
- Setup, checking or configuration of data on the TallOrder product.
- Production of reports, setup of new user accounts.
- Technical setup, including adding of new devices, troubleshooting problems on devices and re-installing devices.
- Hardware support on peripherals including (but not limited to): printers, tablets, computers, cash drawers and scanners.
- LAN or ISP issues causing connectivity or speed issues.
- Software support other than ResRequest software. This includes Antivirus, firewalls or any other external software affecting the users operational work on TallOrder.
- Issues resulting from client-initiated hardware or software changes.
- Out of hours support.
- Where a Customer query is identified as a training need, as opposed to an inclusive support services need, this is considered to be unfair usage and will be referred to the Training Team:
- A training need is defined as any query which requires explanation of how to use the software beyond what can reasonably be considered a clarification, suggestion or reminder; or
- Any query that will require phone or online support of over 15 minutes to explain, which is not a technical fault or forms part of a wider troubleshooting query which requires the Support Services Team’s technical help or guidance is also considered a training need.
- Any Customer request or query which requires support which requires an integration modification is considered a development service and may be chargeable at the development daily rate. Development work will be passed to the ResRequest or TallOrder development team to estimate the feasibility and time involved to complete the work. Chargeable work will be quoted upfront.
Updated on 1st of January 2024
Follow Us
