Amicus POS Support Policy

Email Support

Neotechnology is pleased to offer free email support to direct customers for Amicus Point of Sale related issues during their subscription period#. To take advantage of this support please send emails to the NBS Support team at the following address: customersupport@neotechnology.com.au. Emails will be attended to during business hours*. This service is subject to the support incident fair-play policy outlined below. Email support will only be provided by customersupport@neotechnology.com.au, customers are asked not to contact individual support team members on their personal email addresses.

Neotechnology recommends that customers use Jing to articulate and communicate difficult support matters by email. Jing is a free tool used for recording screenshots and screen video which is very simple to use. Jing can be downloaded from www.jingproject.com.

Break-Fix Support

Neotechnology is pleased to offer clients complimentary break-fix phone and remote support during business hours* to our customers within 1 year of the original purchase invoice of Amicus Point of Sale System#. To access this free service, please call 1300 88 00 48 during business hours* and follow the prompts.

Break-fix support is strictly defined as: an issue arising which has resulted in a site wide inability to record sales in Amicus. Typically, the following kinds of incidents would be excluded:

• An issue affecting a small number of sales that does not prevent all on-going transactions.
• An issue which does not affect all tills on the site, i.e. some tills are functioning normally.
• An issue for which there is a workaround that should have been apparent to a skilled user.
• An issue affecting any non-critical business function, for example receiving stock, quotes, transfers, adjustments, price changes etc. Largely, the scope of break-fix support is restricted to sales.
• An issue regarding anything other than Amicus specifically, such as windows, hardware, PC-EFTPOS, other software etc.

If Neotechnology determines the issue to be a non-break fix related matter (such as determining that a work-around should have been apparent), Neotechnology will charge the client for the call. Clients are encouraged to go through the troubleshooting information in the Amicus manual before calling, the manual can be found online at http://documentation.neotechnology.com.au/amicus.

For break-fix support incidents that occur outside of business hours there will be a fee of $299 per incident, to attain this service please call 1300 88 00 48 and follow the prompts. This service is subject to the Support Incident Fair Play Policy outlined below.

For break-fix support outside the 90 days complimentary support, there will be a per-incident fee of $129 per incident during business hours*. This service is subject to the Support Incident Fair Play Policy outlined below.

Per-Incident Phone and Remote Support

Neotechnology is pleased to offer per-incident phone and remote support during business hours* to direct customers. The fee for this service is $129 per incident. This service is subject to the Support Incident Fair Play Policy outlined below. This service is not available outside business hours*.

Pre-Paid Phone and Remote Support

Pre-Paid Phone and Remote Support is available to customers of Neotechnology. To purchase pre-paid support please contact the Neotechnology sales team on 1300 88 00 48. Pre-paid support is largely treated as pre-paid credit, minimum purchase of pre-paid support is $550 inc GST. Support is then deducted at the appropriate rate. Rates range from $121-$330 per hour during business hours* depending on the service performed, any service outside business hours is deducted at twice the normal applicable rate. Service on public holidays is at three times the normal rate. Pre-Paid support is deducted in 30 minute blocks with a minimum of 1 block during business hours, 1 hour blocks with a minimum of 2 blocks outside of business hours. Pre-paid support can only be purchased in business hours, please allow 48 hours to process. Pre-paid support is pre-paid only, no support will be given until payment is cleared. Pre-paid support can only be used outside of business hours* for break-fix related matters (as defined above).

Support Incident Fair Play Policy

Neotechnology charges for phone and remote support on a per incident basis. This support is limited to phone, email and remote support. Support incidents are to be used for one issue only, fees are chargeable on a per issue basis. Neotechnology reserves the right to limit support time for incidents to 2 hours, any additional time will require the customer to pay for an additional support incident by credit card.

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#Amicus Lite Licences are not eligible for free email or break-fix support as they are a highly reduced-price product. We are happy to provide Amicus lite customers with pre-paid support or per-incident support.
*Normal Business Hours are Monday-Friday 9am-5pm Tasmanian Standard Time. Neotechnology observes Tasmanian public holidays.