Support

Despite this documentation, you may still have questions about RetailVista ERP. Our support desk is here to assist you further. This page is about our support services.

Standard support

Once you have submitted a question to us, it will be registered, and we will call you back. You can reach us in various ways.

1. Via the chat option in RetailVista. This is a new icon visible at the bottom right from the RetailVista 2024 update.
2. Via the WhatsApp support group. Our phone number for that is +31(0)6-2025 2769.
3. By sending an email to support@nedfox.nl or support@nedfox.co.uk 

You can also reach us by phone. The support desk phone number is +31(0)527-249900. For our customers from the United Kingdom, we can be reached at 00 44 - (0)20 369 50 219.

If you send us an email, please provide as much information as possible with your question. For example, an article number, a customer number, or even a screenshot, etc. Once we receive an email, a support ticket will automatically be created, and a confirmation will be sent back. This confirmation will include the number of the created support ticket, and you can respond to that email with additions to the support ticket. This information will be automatically added to the support ticket.

Each support ticket is assigned a priority based on the urgency of your question and the impact your question has on the rest of your company or organization. We use the explanation below to discuss the impact and urgency with you as customer:

The combination of urgency and impact lead to the following priority:

We use this priority to determine how quickly we need to respond, taking into account the SLA agreements we have made with you. An SLA stands for 'Service Level Agreement' and is an agreement we have concluded with every RetailVista user. It includes agreements on how quickly we need to respond to incidents per priority. This way, we know which customers need to be helped first, allowing us to keep our service efficient and affordable. We refer to those as "response times," meaning we must respond within that time frame. We aim to resolve your query within that time, but these are not "resolution times." As a standard practice, we agree upon the following response times with each client:

In our standard SLA (Service Level Agreement), we have mutually agreed that priority 'Critical' is only assigned to POS (point of sale) related inquiries. For all other inquiries, the highest priority is 'High', and you will be called back accordingly. In case of "critical" priority, we strive to connect you directly with a representative immediately. However, in exceptional circumstances where no one is available (due to multiple critical tickets), we guarantee a callback and action within 4 hours at the latest.

We strive to respond promptly at all times. However, if there is ever a delay, you have the option to escalate a support ticket. This can also be done if you disagree with the priority assigned to a support ticket. You are welcome to call us or send an email to escalatie@nedfox.nl or escalation@nedfox.co.uk. These emails will be directed to our support desk team leader. In the unlikely event that there is no response or an unsatisfactory response from them, the next escalation level is to the Technical Director of NedFox. In such cases, we kindly ask you to contact us by phone.

Our office hours on normal business days are from 08:30 to 12:30 and from 13:00 to 17:00 GMT+1.
Please note that chat and whatsapp support will only be responded to during office hours.
You can leave a message anytime though, and we will act on it on the next business day.

Weekends and holidays

On Saturdays, Sundays, and public holidays, our office is closed. The public holidays include New Year's Day (January 1st), Easter Sunday and Easter Monday, King's Day (April 27th), Ascension Day (May 9th), Pentecost Sunday and Pentecost Monday. Additionally, once every 5 years, May 5th is also an official holiday. For users with a SupportPlus contract, we are available on some of these days, as indicated below.

Support Outside Office Hours (SupportPlus)

We are also (exclusively by phone) available outside office hours for urgent questions that cannot wait until our normal opening hours. For this, you can conclude an additional agreement with us called 'Support Plus.' With the SupportPlus contract, we are reachable by phone on all Saturdays, Easter Monday, King's Day, May 5th, and Whit Monday. Additionally, we are available on the last 2 Sundays of March for 8 consecutive Sundays and the last 4 Sundays leading up to the Christmas period.

If you have a question outside office hours, you can use the same support desk phone number 0527-249900, or for our customers from England 00 44 - (0)20 369 50 219. Since our employee providing support outside office hours cannot handle multiple calls simultaneously, we ask you to leave a message. We will then call you back as soon as possible. Therefore, pay close attention to the instructions you will hear. It is very important that you end the message with a # and wait for confirmation. If you do not do this, the message will not be saved, and we will not know that you called.

Support outside office hours is only for customers who have concluded an additional agreement for this. Our telephone exchange recognizes you as a customer by your phone number and knows whether you have a support plus agreement. If you are not recognized via the phone number, you can still choose to continue. In that case, you are still entering into an agreement with us, and our secretariat will contact you during normal opening hours to finalize this agreement.

Gold SLA

With the assigned priority to a support ticket, we try to respond to your question as well and as quickly as possible. We have four priorities, namely low, medium, high, and critical. This last priority (critical) means that we will connect you directly to an employee. In our standard SLA, we have agreed together that this priority is only assigned to POS (cash register) related questions. For all other questions, the highest possible priority is 'High,' and we will call you back. If you would like the possibility for questions not related to the cash register to also be assigned the 'critical' priority (and be connected directly in that case), there is a 'Gold SLA' agreement for this. For example, think of webshop orders that are no longer coming in and need to be addressed immediately because your team of order pickers has nothing to do.

Please contact us if you would like to conclude a Gold SLA agreement?

Platinum SLA

We prioritize all questions that come to us, and therefore, you may have to wait a little longer for an answer because there are other customers with more urgent problems. Nevertheless, you can rest assured that we will adhere to the agreements made within the SLA with a response time as agreed with you. If you believe that the response time should be faster in all cases, there is the possibility to conclude a Platinum SLA agreement. We shorten the response time per priority to half. So, where with a high priority ticket, you would normally have to wait a maximum of one day for a response, it will be shortened to half a day.

Please contact us if you would like to conclude a Platinum SLA agreement?

Support time

There are sometimes questions that do not fall under the RetailVista SLA. This will mainly concern hardware-related questions. Think, for example, of a printer that is not functioning properly (hardware), a handheld scanner that is misconfigured, etc. Of course, we are also happy to assist you with these issues, but during the registration of the support request, we will inform you that the question does not fall under the standard SLA. You are free to still have us handle the question, or you may prefer to choose a local supplier to resolve the issue.

If you choose to have us handle your question, we will do so based on support time. You purchase a certain number of hours from us in advance, which we then use to handle these types of questions. We always inform you afterwards about the time taken to address a problem and subtract it from the support time balance. It is important to know that no SLA response time applies to these types of questions. We truly do our utmost to handle these questions as quickly as possible, but contractual SLA agreements take precedence. Additionally, we may not always be able to resolve these types of questions, but we will still bill the time involved.

We understand that this form of support provision is not always the most customer-friendly approach, but hardware problems often arise unexpectedly, can sometimes be very complex, may take a lot of time to diagnose, and sometimes simply cannot be resolved. This also means that we do not know in advance how much time will be involved in addressing a problem and when a malfunction will be resolved. If you are dissatisfied with the handling of a support time ticket, we ask you to contact your company's account manager. Together, we will see if we can still arrive at a satisfactory solution.