VELOCITY GLOBAL SUPPORT SERVICES

We are here to support you worldwide

We understand that you need our Smart Lockers and Smart Vending solutions to work worldwide.
This is why we have designed a range of support services which meet the demanding needs of corporate IT, wherever you need them.

 

VELOCITY GLOBAL COVERAGE MAP

 

VELOCITY GLOBAL COVERAGE MAP
 
We are currently delivering Velocity Smart Locker and Smart Vending solutions to over 45 countries around the world.
And the list of countries is growing every week
VELOCITY GLOBAL SUPPORT PACKAGE

Our Support Model

We have created a comprehensive set of services to support our customer's range of Velocity applications and Smart devices.

We have designed our services to the highest specification to meet the needs of global enterprises. From a self-service help portal to global on-site support and refillment services, we have got you covered:

24hr support

 

24hr Support Portal

We provide a ServiceNow portal for you to log faults, requests, triage and diagnose issues, all available 24/7.

 

Service Desk

 

Service Desk

We have a skilled "swarm"  of service desk analysts skill in all aspects of hardware and application incident recovery.  No more "log and flog".

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Application Support

Our skilled DevOps team not only design and build Velocity Smart Collect™ they support it too.

 

GLOBAL ON-SITE SUPPORT

 

Global On-site Support

Velocity has a global network of trained on-site support engineers able to diagnose and repair all Velocity Smart devices.

 

Global Refillment

 

Global Refillment Service

Need someone to attend your office to restock Smart Lockers and Vending machines? We can provide our refillment service to all countries we support.

Dedicated Service Manager

 

Dedicated Service Manager

We provide dedicated Service Managers and rich data driven Service Reporting so you are always in control.

 

VELOCITY SERVICE TIERED SUPPORT MODEL

Our Support Model

We offer a range of support services to ensure the ongoing availability and performance of our customer's Velocity Smart devices and Applications.

Our support services are available in three Service Tiers – Bronze, Silver, and Gold, which provide support services tailored to the customer's service environment and budget.

Each Service Tier is designed to provide support to our customer's required level, allowing the criticality of the Smart Locker service to the customer to be balanced against required Service Components and Service Performance.

The key features of each Service Tier along with typical customer profiles are detailed below:

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Service Tier Features

The Service Tier feature specification in the table below shows the service components which are included within in each Service Tier:

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Included in Service Tier          Optional Service Add-On (at additional charge)

To find out more about Velocity's Global Support Services, just book our demo by clicking the link below.