Support Services

Expert support to keep your retail operations running

Maximise your investment in iVendNext with expert support, proactive
incident management, and a dedicated partner ecosystem built to keep your
cloud retail operations moving every day.

Our Support Philosophy

Always-on support with clear ownership

iVendNext is a cloud-native retail management platform, and our support
model is built around the same principles. Whether you encounter a
critical incident or a configuration query, our tiered support structure
ensures the right expertise is brought to bear at the right time.

All support interactions are managed through our dedicated portal at
help.ivendnext.com
— providing full visibility, traceability, and accountability across every ticket.

Full Ticket Visibility

Every support request is logged, tracked, updated, and closed through the portal, so teams always know where things stand.

Tiered Expert Support

Issues move from L1 triage to L2/L3 CitiXsys engineers when deeper product or technical expertise is required.

Consistent Global Process

Support follows the same structure, escalation path, and response framework across regions.

What’s Included in Your Support

Support that covers the full incident lifecycle

iVendNext support covers the complete incident and problem management lifecycle — from first report through investigation, root cause analysis, and resolution.

The following services are included as standard for iVendNext customers.

Included

Software Updates & Release Notes

Access the latest iVendNext release notes, product updates, and patch notifications via the support portal and knowledge base.

Included

FAQs & Product Demonstrations

A curated library of frequently asked questions and pre-recorded product demonstrations covering key features and common scenarios.

Included

Knowledge Base Access

Self-service access to a continuously updated library of how-to guides, configuration notes, release documentation, and known issue workarounds.

Included

Incident & Problem Management

Structured handling of all service incidents — covering reactive resolution and proactive problem prevention through root cause analysis.

Included

Web-Based Ticketing Portal

Raise, track and manage every support request via the iVendNext Help Portal — with secure logins for business partners and end customers.

Included

Real-Time Resolution & Escalation

Live ticket status updates at every stage. Defined escalation paths elevate time-critical issues straight to L2/L3 CitiXsys engineers.

Included

Global Dashboard

A real-time support dashboard showing open tickets, closed tickets, and on-hold items — at a glance, across every region.

Partner-led

Partner Engagements

For partner engagements, L1 support is delivered by your regional iVendNext partner — backed by CitiXsys L2/L3 expertise.

Service Level Agreements

Response targets you can plan around

iVendNext support operates on a 24 × 7 × 365 basis. Every ticket is classified by severity at the time it is logged in the support portal.

Response times are measured from the moment the ticket is submitted.

24

Hours / day

7

Days / week

365

Days / year

P1 · Critical

System down or core functionality lost

System down or complete loss of core retail functionality. POS, payments, or inventory is completely non-operational, with direct revenue impact.

Initial Response  1 Hour

P2 · High

Major feature unavailable or severely degraded

Major feature or module unavailable or severely degraded. Significant business impact with no viable workaround.

Initial Response  2 Hours

P3 · Medium

Partial impairment or intermittent issue

Partial feature impairment or intermittent issue. Business operations continue with a workaround.

Initial Response  4 Business Hrs

P4 · Low

Minor issue, cosmetic defect, or general query

Minor issue, cosmetic defect, or general query with minimal business impact. Workaround available.

Initial Response  1 Business Day

Note: Response times are measured from the moment a ticket is logged in the support portal.

Self-Service Resources

Resolve routine queries in minutes — not hours

The iVendNext support portal gives you instant access to a rich library
of self-service resources designed to shorten resolution times for the
questions you face most often.

Knowledge Base

A continuously updated repository of how-to guides, product documentation, configuration references, and release notes — searchable 24/7.

FAQs

Answers to the most frequently raised questions across every iVendNext module, curated by product area and refreshed continuously.

Product Demonstrations

Web-based video walkthroughs of key iVendNext features — available on demand for both new users and experienced operators.

Community Forum

A public space where iVendNext users, partners, and CitiXsys team members exchange best practices, tips, and proven workarounds.

Release Notes

Detailed change logs and feature announcements for every iVendNext update — published at the time of each release.

One unified search

Find articles, demos, release notes, and forum threads — from a single search bar in the support portal.

How to Access Support

Four steps to a tracked support request

Support for iVendNext is available through the web-based Support Portal. There is no email or phone queue. Every interaction is ticket-based, which keeps the process traceable and helps route requests faster.

01

Step One

Visit the Portal

Go to the iVendNext Support Portal at help.ivendnext.com.

02

Step Two

Log In

Use your business partner or customer credentials. Contact your regional iVendNext partner if you need login assistance.

03

Step Three

Raise a Ticket

Select the relevant product area, describe your issue clearly, and assign a severity level. The system auto-routes to the right team.

04

Step Four

Track in Real Time

Receive automated status updates at every stage — from acknowledgement through resolution and closure.

Ready when you are

Log a ticket, browse support resources, or contact your regional partner

Get the most out of your iVendNext subscription with expert support, built around the way modern retail actually runs.