Built on enterprise IT service delivery. Not bolted on top of lockers.
Most smart locker companies are hardware manufacturers who learned to do service. Velocity is the other way round. Our pedigree is enterprise IT service management — we built lockers, vending and kiosks as the way to deliver it. That changes what support feels like: ITIL-aligned from day one, ServiceNow-native, with tickets that flow into your service desk automatically and reports that show up on the dashboards you already run.
+ ISO 9001
Five things you get with us that you won't find with locker manufacturers.
When your support contract is with a hardware company, the support model bolts on top: their tickets, their portal, their reports — and an integration to your ITSM that someone has to maintain. With Velocity, the support model lives inside the systems your IT team already operates. Same portal. Same workflows. Same reports.
Every live device sends a heartbeat to Velocity Smart Cloud every 30 minutes. Stock thresholds, device health, locker-cell status, application availability — all monitored continuously. When a problem is detected, an incident is raised automatically in the Service Portal and your nominated contacts are notified. We've sometimes told customers their site network was down before they knew themselves — because we saw the heartbeat drop.
The Velocity Service Portal is available 24×7 for your nominated support contacts to raise incidents, request changes, or check ticket status. It's not a separate platform you have to train people on — it follows the ITIL service desk patterns your team is already trained on, with tickets, priorities, status updates and notifications working the way you'd expect.
Velocity tickets flow automatically into your customer ServiceNow instance via service connectors — same incident records, same fields, same routing rules your service desk team already operates. Your IT operations team doesn't see Smart Collect® as a separate vendor to manage. They see it as a workstream that already lives inside the platform they work in every day.
Smart Collect® ships with standard service reports — SLA performance, incident trends, asset throughput, transaction volume by site — that run inside your ServiceNow instance. They feed your existing performance dashboards. They're not a PDF emailed to you once a month; they're live data in the platform your IT leadership already reviews.
On Gold and Silver tiers, a dedicated Velocity Service Manager runs Service Management Meetings — monthly for Gold, quarterly for Silver — that walk through SLA performance, incident trends, Root Cause Analysis on Priority 1 incidents, and agreed service improvement actions. The cadence and the format are calibrated to enterprise IT operations leadership, because that's the audience the meeting was designed for.
Gold, Silver and Bronze — pick the tier that matches the criticality.
Devices in a 24/7 critical-infrastructure environment don't need the same support tier as devices in a back-office support function. The three-tier model lets you align support investment with operational criticality — and if your estate is mixed, mix the tiers.
Business-critical devices where uptime, response speed and accountability matter most. Extended Service Hours, 24-hour Incident Alert Service, monthly Service Reviews, financial Service Credits when targets are missed.
Important devices in routine operations. Dedicated Service Manager, quarterly Service Reviews, Priority Incident Escalation, Root Cause Analysis reporting on Priority 1 incidents.
The foundation tier. Service Portal, Smart Cloud Monitoring, service desk response on Business Hours, Smart Cloud and Application support, Parts Shipment.
Tier-by-tier comparison.
A summary of the key components across the three tiers. Every tier shares a common foundation — Service Portal, monitoring, service desk and platform support. The tiers differ on response performance, the service management overlay, warranty cover, and whether financial credits apply when targets are missed.
| Service component | Gold | Silver | Bronze |
|---|---|---|---|
| Service Portal & 30-minute monitoring heartbeat | Included | Included | Included |
| Smart Cloud & Application Support | Included | Included | Included |
| Native ServiceNow ticket flow & reports | Included | Included | Included |
| Parts Shipment | Included | Included | Included |
| Parts Installation & Extended Warranty | Included | Optional | Optional |
| Dedicated Service Manager & Service Reviews | Monthly | Quarterly | — |
| Extended Service Hours (08:00–20:00 UK) | Included | Optional | Optional |
| 24-Hour Incident Alert Service | Included | — | — |
| Service Credits when targets missed | Included | — | — |
| Target SLA (aggregate compliance) | 98% | 95% | 92% |
Four priorities. Defined targets per tier.
Smart Collect® incidents are assigned a priority based on the impact on the service. The priority determines the response and resolution targets that apply, calibrated to your tier. Targets are measured from the moment the incident is raised in the Service Portal.
Smart Cloud or an Application is inoperable, or a core function is unavailable.
A core function is significantly impaired, or the sole device at a service location is offline.
A core function is impaired but the service remains operable with minor workarounds.
Any impairment not falling within Priorities 1-3, or a cosmetic issue.
Response, restoration, parts shipment and parts installation targets are defined per priority within each tier — measured from the moment the incident is raised in the Service Portal, and tracked monthly against the aggregate SLA target for the tier (98% Gold, 95% Silver, 92% Bronze). The full target matrix is shared as part of every Velocity proposal and forms part of the Support Services Schedule on contract.
Lift specific capabilities without moving up a whole tier.
Extends cover for the length of the service contract. Parts & Labour includes Parts Installation; Parts Only doesn't. Available on Silver and Bronze.
Upgrades service hours from 09:00–17:00 to 08:00–20:00 UK time on Business Days. Included on Gold; optional on Silver and Bronze.
10 developer days per year for Smart Collect® configuration guidance, additional service location rollout, and one ServiceNow platform upgrade per year. 30% discount on additional days.
Velocity manages restocking of your Smart Vending machines, so your stock-out events trend toward zero. Scoped to your consumables catalogue and reorder cadence. Available across all tiers.
Documented commitments. Eight years without ever needing them.
The Gold tier carries a financial Service Credit regime: where Velocity fails to meet a Service Level target in any service period, the customer is entitled to a credit calculated against the affected fees, with full terms documented in the Support Services Schedule. The operational record matters more than the mechanism: since we started Velocity in 2018, we have never had a Major Incident outage. We have never paid a Service Credit. That's not a guarantee about the future — it's a statement of the operational discipline we've run for the last eight years.
Either party can invoke a documented three-level escalation procedure for any Priority 1 or Priority 2 incident — operational lead → relationship owner → Velocity Director — with pre-approved authorities at each level to commit additional resource, third-party assistance, or commercial concessions where needed to restore service. Documented, rehearsed, and so far never needed in anger.
Implementation, leasing, architecture.
From discovery to live solution in weeks — Velocity's eight-stage delivery methodology, refined over more than three years of customer deployments.
See ImplementationWrap hardware, support tier and refresh into a single monthly OpEx line. Procurement-friendly path for distributed deployments.
See LeasingWhy support is structurally simpler with Velocity — Smart Collect® is a ServiceNow application, so security patches inherit from your platform automatically.
Read the architectureBook a support tier workshop.
60 minutes with Velocity Customer Success and a ServiceNow architect. We walk through your device locations, operational criticality mix, and SLA expectations — then recommend the support tier (or mixed-tier deployment) that gives you the right balance of cover and cost.