InVentry Support Level Agreement
Warranty Information
Support Portal
InVentry is committed to helping our customers get the best out of their system. To assist with this, we have developed an online portal where you can go to seek help and assistance. This can be found at https://inventry.zendesk.com/.
The InVentry support portal allows you to access the following information at any time:
- Video tutorials covering all the features of the InVentry system
- A range of InVentry documentation to support the use of your system
- The ability to raise new questions and support tickets
- Undertake live chat with the support team
- Track existing support tickets and securely upload files to InVentry
- Submit feature requests and ideas
To access the support portal, you will need a username and password. We have already set up an account under the email address that we have on file for you. You can however have multiple accounts, please let us know if you would like to have an additional account set up.
Remote Support & Maintenance
The remote support and maintenance agreement, purchased alongside your InVentry system, gives you access to the following:
- Unlimited telephone support
- Unlimited remote support
- Unlimited access to the support portal
- Remote software upgrades to new InVentry releases
- Site visits for hardware failures (assuming the unit is still within its warranty period).
Our remote support service relies on our engineers being able to connect to your InVentry system remotely. In some cases, this is not possible due to restrictions put in place by your internet or network provider. If our engineers are unable to gain access to your system remotely, then any corresponding site visits (that are not hardware related) may be chargeable.
Site visits made by our engineers that are the result of physical damage to the InVentry system and external issues not related to InVentry (such as network issues, computer problems or user error), may also be chargeable at the current InVentry site visit rate.
Response Times
You have 24hour access to support via the Support Portal and remote support within service hours.
When logging a request there is an immediate response, within an hour, with regular updates thereafter. For all requests, InVentry will ask for you to confirm Remote Access Times. This is to ensure that there is no delay in resolving your issue, should we need to connect to your system to troubleshoot or make a change. Remote access options include:
- Remote Connect Anytime
- Anytime excluding specified days/time specified by the customer
| Service Aspect | Time scale |
| First Time Response within | 1 hour |
| Urgent (Full System Down) Next Time response within | 4 hours |
| High (Partial Outage) Next Time Response within | 6 Hours |
| Normal (Minor Issue) Next Time Response within | 8 hours |
| Low (Training, Knowledge) Next Time Response within | 12 hours |
| Installation Task | Refer to Installation Task |
| Remote Support Service Hours | 07:00 – 17:00 (included with maintenance licence) |
| On-site Support | Same day/next working day (Dependent on issue identified) Some limitations may apply based on geographical location. |
| Fault Logging Self Help | Available 24/7/365 |
Hardware Warranty
InVentry’s support and maintenance contracts cover the support of our software and provide our customers with new releases and upgrades.
All InVentry hardware comes with a comprehensive three-year on-site warranty as standard, and this may be longer if you have purchased the additional warranty package. Some smaller/peripheral items may be shipped for replacement in order to support you as quickly as possible. These will only be items that can very easily be fitted.
On-site support for hardware only, next working day commencement from the confirmed diagnostic status of an InVentry support technician where manufacturers stock permits.
Note:
- The on-site warranty is purely related to hardware failure and does not cover any other software or external issue
- Please be aware that there may be instances where the Support Team will require your assistance with the removal of peripherals for troubleshooting purposes
Installation Task
There are several integrations and customisations that InVentry offers:
- MIS Installation
- MIS Move
- Data Move
- System Upgrade
- System Customisation
These fall outside of the service hours as completion time for each task will be dependent on varying factors. These factors include access, obtaining information required to complete the works, 3rd party dependency etc.
Contact details for Technical Support:
- Website https://inventry.zendesk.com/ for:
- Logging a ticket
- Online chat
- Support videos and other resources
- Email: support@inventry.co.uk
- Tel: 0113 322 9253 opt. 3