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.
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.
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.
Software Updates & Release Notes
Access the latest iVendNext release notes, product updates, and patch notifications via the support portal and knowledge base.
FAQs & Product Demonstrations
A curated library of frequently asked questions and pre-recorded product demonstrations covering key features and common scenarios.
Knowledge Base Access
Self-service access to a continuously updated library of how-to guides, configuration notes, release documentation, and known issue workarounds.
Incident & Problem Management
Structured handling of all service incidents — covering reactive resolution and proactive problem prevention through root cause analysis.
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.
Real-Time Resolution & Escalation
Live ticket status updates at every stage. Defined escalation paths elevate time-critical issues straight to L2/L3 CitiXsys engineers.
Global Dashboard
A real-time support dashboard showing open tickets, closed tickets, and on-hold items — at a glance, across every region.
Partner Engagements
For partner engagements, L1 support is delivered by your regional iVendNext partner — backed by CitiXsys L2/L3 expertise.
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.
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.
Major feature unavailable or severely degraded
Major feature or module unavailable or severely degraded. Significant business impact with no viable workaround.
Partial impairment or intermittent issue
Partial feature impairment or intermittent issue. Business operations continue with a workaround.
Minor issue, cosmetic defect, or general query
Minor issue, cosmetic defect, or general query with minimal business impact. Workaround available.
Note: Response times are measured from the moment a ticket is logged in the support portal.
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.
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.
Visit the Portal
Go to the iVendNext Support Portal at help.ivendnext.com.
Log In
Use your business partner or customer credentials. Contact your regional iVendNext partner if you need login assistance.
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.
Track in Real Time
Receive automated status updates at every stage — from acknowledgement through resolution and closure.
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.
