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 is in good standing to make use of our support service.
• Users requiring excessive functional support may be asked to attend training in order 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 is limited to escalate urgent queries.
• Determination of whether support is billable is at the discretion of ResRequest management. All billable support or services will be identified prior to commencement.
• Ongoing non-critical support that is carried out over weekends and Public Holidays may incur a standard billable support charge of USD40/ZAR490 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)

Our onboarding fair use policy applies to the 3 months following the activation of your system. During this time our team are at the ready to help you as you extract your data from your legacy and prepare to add it to ResRequest. We will make every effort to get as much of your data into your system. To ensure we can offer this level of service to all our new clients, we do ask that you review our fair use policy below.

• During your first 3 months we will assist in setting up your system FREE of charge; however, for us to achieve this we need you to send all the necessary information upfront, in the format that we need it. We will work with you to help you understand the format but be ready for a lot of work ahead of you to source and clean the information from your legacy system.
• If you are transferring data from another system, we need you to extract all the data that you wish to capture in ResRequest. You will need to work with our team to familiarise yourself with ResRequest’s fields, so that you understand how best to map data in your legacy system to ResRequest. This mapping will be done using import templates or manually captured in ResRequest. We’ll help you check your data but because you know your data best so you are ultimately responsible for checking that all is in order.
• We are dependent on you to get the information for your system, in the right formats for easy capture or import. We will make every effort to help but you know your data best so we cannot accept the liability for the quality of the data or the time taken to release the data to our team. It’s vital to your project success that you are responsible for clean up of your data before we import it into ResRequest.
• For your onboarding to work, it’s essential that stakeholders are accessible and responsive from both teams. We recommend communicating on Skype, WhatsApp, phone to ensure quick responses,
• We have learned that checking, and double-checking a few sample data captures or imports is a common approach on all our successful implementations. For this reason, we will run a few test imports of your legacy data and then review the data in the ResRequest format to check you are absolutely happy with the mapping and data interpretation into ResRequest.
• Depending on our workload, historical data capture may not to be completed during the offered onboarding period. We will be transparent with you and let you know if we can see that your volumes will not be catered for by your FREE onboarding period.
• Large rates setup projects unrelated to the shifting of data from your legacy system, is not considered as part of your implementation process.
• Your FREE training days should be scheduled during or shortly after the onboarding period.
• Coffee chats are weekly opportunities to connect with your implementation following training and are held within the 3 month implementation period. After the 3 month implementation window, normal support charges apply, this means functional support is FREE for trained users and billable value added services will be charged for at our standard annual service rates.

Our Onboarding Fair use policy is a new initiative in January 2020. We will update these terms as we work more with the policy.

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 2023