This article outlines how our Customer Services team operate within Intelligent Retail ensuring all customer enquiries, questions and technical issues are handled effectively.
Our friendly Customer Services team has many years of experience and a wealth of technical knowledge enabling us to support our range of software and hardware products.
Our goal is to delight our customers by being as helpful as we can, we understand the important role our systems play within your business and it’s vital that we are available to support you when you need our help.
Our team are available on the Helpdesk from 9am to 5pm Monday to Friday (excluding bank holidays) and also available on Saturdays for those customers opting for Saturday support cover.
You can either call us on Tel: 0845 68 00 127 (local call rate) or Log a Case via this Support Site. If you are short for time you can always simply email us Helpdesk@intelligentretail.co.uk
Expected Response Times:
These expected response times allow you and your staff to know when we will aim to respond to a request. This is the guide we work towards. They are not guaranteed, although even in peak times we aim to be in response times for Priority 1 calls.
| Priority | 1 | 2 | 3 | 4 |
| Level | Severe | High | Standard | Scheduled |
| Example | Till down | Time critical support | Normal | Scheduled work |
| Target Response Time | 1 hour | 8 hours | 16 hours | As per plan |
Although the Customer Services team are trained to resolve the majority of technical issues that may arise on some helpdesk cases in-depth analysis is required from our Products Solutions Group (PSG), who are a specialist technical team.
If this is the case you will be notified by the Customer Service agent. It may take some time for the Products Solutions Group to complete their analysis therefore we appreciate your patience whilst we carried out this work.
If an issue has been identified that requires Testing or Development work then either the Customer Services team or Products Solutions Group will raise a Development request and you will be notified.
Our Development team is made up of a range of specialist skilled and highly qualified staff. As with any highly valued limited resource, time is allocated on a fair queue basis and balanced between escalated reactive support cases such as this and pro-active new developments. These new feature and technology developments help drive our customer community forward. This balance of reactive and proactive is a challenge faced across the COTS (commercial off-the-shelf software) industry however we do strive to work through all cases as quickly and fairly as possible.
All open development requests are reviewed and prioritised by senior manager’s to determine what goes into each Development Sprint. The Development team generally work within a 4 week cycle, whereby work is prioritised and locked down at the beginning of the sprint with the aim to complete that work by the end of the sprint and a new release of the software available with any new features and fixes. If you will benefit from the new release a Customer Services team member will be in touch to upgrade your system.
If you would like to request a new feature or submit a new improvement idea you can do this from the New Feature tab on this Support Site. It’s great to get your feedback because this allows us to shape our products and services going forward.
We can’t promise to develop every new feature or improvement and we’re unable to provide a time line, however all submissions will be reviewed.