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Support

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Software and User Support

Here at i-Stocktake our expert and experienced team are dedicated to delivering support to an exceptional standard. Your success is our success and we have a flexible range of support products and services tailored to match your specific operational needs.

EMAIL SUPPORT

Fill in the contact form to the right to report a problem, ask for technical advice/assistance or to arrange a call back from one of our support team. We will log your support request and respond within 24 hour hours with a reply and a tracking code for you to progress your enquiry.

TELEPHONE SUPPORT

Telephone support with remote access directly to your scanning devices over the internet is available as an optional service. Standard support is provided by e-mail only.

We offer various levels of telephone support cover to meet specific operational needs such as out of hours support, weekend support and the response time you require. For details and prices for our standard, premium and platinum support packages please make an enquiry.

HOURS OF BUSINESS:
Monday – Friday: 9.30am – 5.30pm. Standard Hours of Business.
Saturday – Sunday: E-mail support only

OUR RESPONSE TIMES:
Telephone support requests are logged and scheduled for a response within 1 hour. Calls received after 4pm are scheduled for action the following day.

DEVELOPMENT

Our experienced, dedicated and enthusiastic development team are continually developing new and enhanced features for i-Stocktake. If you have a bespoke stocktaking requirement or would like us to consider a new feature then please submit an enquiry for our development team to consider.

Bespoke stocktaking requirements are considered on a project by project basis and will be progressed in line with standard project management principles to ensure a high quality solution that fits your exact needs, budget and timescales.

We value feedback from our customers about enhancements and improvements and these are taken into account in defining our forward development plans.

HARDWARE SUPPORT AND WARRANTY

Choose from a selection of hardware support options to extend your Hand Held Terminal support cover for up to 5 years.

  • STANDARD COVER

    All Hand Held Terminals provided as part of an i-Stocktake solution are covered by a 1 year manufacturer’s warranty. In the event of a problem or failure the the manufacturer is responsible for replacement or repair. Warranty claims are submitted by the customer and turn-round time is typically 5 business days.

  • EXTENDED WARRANTY & COVER

    All of the i-Stocktake HHT suppliers provide extended warranty and support packages which you can purchase as part of your i-Stocktake solution. Extension options include 3 and 5 year wear and tear or comprehensive cover with various turn-round times .

    For further details please contact our sales team on 01737 227 414 or email sales@www.i-stocktake.com.gridhosted.co.uk.

TRAINING AND PROFESSIONAL SERVICES

Here at i-Stocktake we offer a range of professional services and training packages to help you make the most of your i-Stocktake purchase or rental package. With many years of working with retailers under our belts our team can help you plan, implement and manage your stocktakes in the most effective way.

On-Line & On-Site Training

On-Line Training:
On-line training is delivered by one of our stocktaking experts and can be purchased in 1 hourly sessions from a range of modules. On-line training is ideally suited for one to one training and allows you to learn and become experts yourself at a pace that suits your learning needs.

On-Site Training:
On-site training delivered by one of our expert retail consultants is available for customers wishing to train groups of individuals. An on-site training session will cover all aspects of using i-Stocktake hardware, software, and stocktaking procedure. On-site training is most suited for groups of between 6-8 people.

Installation

Hand Held Terminals purchased or rented with your i-Stocktake solution are pre-configured and tested at our workshops prior to shipment. Our strict quality control procedures ensure that your chosen HHT arrives on-site ready and configured for immediate use. If you are using your own HHT devices, we will set-up, configure and prove our i-Stocktake software on one of your devices. Self set-up and configuration procedures are provided following this proving process.

Assisted and managed stocktakes

With an assisted stocktake service we will provide you with an expert on-site for the duration of the stocktake to help, manage and oversee proceedings and train your staff. In addition, with an assisted stocktake service the use of all necessary scanning hardware and software is provided.

Project Management

For larger implementations of i-Stocktake we offer a professional project manage service to assist you with specifying your requirements, implementing all aspects of your solution, and training your staff.

FREQUENTLY ASKED QUESTIONS

Licencing / Pricing / Payments / Renewals / Cancellations

  • What does my i-Stocktake Mobile Device Barcode Scanning Software License Cover

    Your licence includes unlimited use of the software and it’s stocktake scanning and data capture features at any of your locations. a separate license is required for each device and is not transferable.  

  • How does the barcode scanning software application license work

    Licences are issued for each Mobile Scanning Device you are using. The license is unique and tied into an encrypted code that is embedded on the device. You must have at least one  active scanning device licence to be able to use the i-Stocktake  Management and reporting software.Devices are initially licensed when shipped to the customer and are automatically renewed via our licensing server.

  • How long is the i-Stocktake licence period?

    The Mobile Device barcode scanning software  licence is for a period of 12 months commencing on the date of purchase. Licences are renewable on a 12 month rolling basis. At the end of your first years licence you can opt to pay for your licence on a monthly basis by direct debit. For further detail contact sales on 01737 227 414 or e-mail us at sales@i-stocktake.com

  • How will I know when my licence is going to expire?

    60 days prior to your licence expiry date you will receive an e-mail notification from i-Stocktake informing you of the pending renewal date and an invoice for the renewal fee due. Your licence will expire if you have not paid the invoice in full on or before the notified renewal date. If you are paying by direct debit, your licence will expire if your direct debit payment fails. You will receive notification on your scanning device 3 weeks prior to your licence expiring as an extra level of notification

  • How do I pay for my i-Stocktake Licence?

    Your initial 12 months licence fee will be covered when you purchase your i-Stocktake solution. Renewal fees can be paid by Credit Card, BACS transfer or cheque. Renewal fees must be paid in full on or before the notified renewal date.

  • How can I cancel my i-Stocktake Licence?

    Your i-Stocktake licence will remain active for the 12 months licence period after which it will become inactive unless the renewal fee is paid on or before the renewal date. If you are paying by direct debit your licence will become inactive if your scheduled payment is not paid.

  • How will I know if my i-Stocktake licence has expired?

    If your licence has expired you will no longer be able to use the barcode scanning software application on the Mobile Device in question. A message will appear on your scanning device 30 days in advance of the expiry date to alert you that you need to renew your license

  • If my i-Stocktake licence has expired how can I reactivate it?

    You will need to contact the i-Stocktake sales team, pay your licence renewal fee and you will be sent a new licence key which you will need to enter into the licensing part of the scanning application software

  • Can I use an i-Stocktake licence on more than one Scanning device?

    No, your i-Stocktake Licence is tied to a specific scanning device.

  • Can I transfer an i-Stocktake licence from one scanning device to another?

    Yes, you can transfer an i-Stocktake licence from one device to another. To do this you will need to raise a support ticket with our help desk. The support team will deactivate the active licence on the existing device and register the licence on the alternative device. Contact support@i-stocktake.com for further details.

  • Can I still use the i-Stocktake manager software if I have no active i-Stocktake licences?

    You will be able to use the i-Stocktake Management and reporting software at any time if you have purchased it outright and your cloud hosting service costs are paid up to date or if you are on an active pay monthly contract for it’s use. 

  • How can I reactivate an expired i-Stocktake licence?

    Contact the i-Stocktake sales team and arrange to make payment for the renewal. You will be issued then with a new licence key to apply on the scanning device. Your renewed licence with commence on the date that the full renewal payment has been made and be active for 12 months thereafter. For further detail contact sales on 01737 227 414 or e-mail us at sales@i-stocktake.com

  • Can I use an i-Stocktake licence on scanning devices that have not been supplied as part of an i-Stocktake solution?

    Yes, the Mobile Device barcode scanning software application can be used on most compatible scanning devices. Contact our technical team will need to test and prove that the software operates correctly and reliably on the scanning device you wish to use. 

  • How does the i-Stocktake licensing work if I rent an i-Stocktake solution?

    The use of appropriate i-Stocktake software is included in the rental fee. Your I-stocktake licences will be active during the period of rental after which time they will expire. 

  • Does an i-Stocktake licence include technical support cover?

    An i-Stocktake licence provides you with e-mail technical support as standard. You may enhance your support cover to include telephone help desk and development support. Please contact our sales team at sales@www.i-stocktake.com.gridhosted.co.uk for further details about support options.

  • Does an i-Stocktake licence include software upgrades?

    Yes, the i-Stocktake licence fee includes upgrades to cover enhancements, improvements and bug fixes to all elements of the software.

Reporting and tracking software problems

  • How do I report an i-Stocktake software problem?

    If you are covered by standard e-mail support, please log into your customer account portal and raise a support request ticket via e-mail. Our support team will respond to your e-mail within 24 hours.

    If you have telephone help desk level support, call our support line on 01737 227 414 which is manned Mondays-Fridays between 9.30am and 5.30pm. Your support request will be logged and you will be given a support reference number. Your support call will be progressed through our call tracking system to completion. To report a problem out of hours or at weekend, please send an e-mail to support@i-stocktake.com outlining the nature of your support request. Our telephone support team will call you the next working day to progress your request.

  • I am unhappy with the level of support I am receiving. How do I raise a complaint or escalate my support issue?

    Call the support desk on 01737 227 414 and ask to speak to the support manager who will investigate and resolve your complaint for you. Remember to back-up your complaint by sending an e-mail to support@i-stocktake.com for the attention of the support manager describing in detail the nature of your complaint.

  • I would like to request some enhancements to my i-Stocktake software. How do I go about this?

    We have an ongoing software development program to enhance and improve the capabilities of i-Stocktake for all of our customers. We welcome any suggestion about enhancements or new features you may have. Please e-mail us at support@i-stocktake.com with you request in the first instance. We will then advise you if your suggestion has been accepted and when it will be scheduled for release. If you have a bespoke requirement this will be considered for development subject to agreeing a specification and price for the work.

  • I have an emergency support requirement. How can I raise the priority level of my support ticket?

    Call the telephone help desk support number on 01737 227 414 and ask for your problem to be set at priority 1 level. Our team will check your support status first and if you are covered for telephone support, every effort will be made to escalate your support request as an emergency. If you only have e-mail level support, you may still call the telephone help desk and ask for your request to be given higher priority but this will incur a standard emergency call status fee.

  • How can I track and monitor progress on my support request?

    You can call the telephone support help desk and ask for an update. You will need to have your support ticket number at hand for reference.

    You may also send us an e-mail at support@i-stocktake.com ask request a progress update. Please remember to quote your support ticket reference.

  • How can I upgrade the level of support I am receiving?

    The standard support service is via e-mail. You may upgrade this to a telephone support desk and or development support level service. Please call our sales team on 01737 227 414 for details of our support packages and prices.

  • I need to train new staff or arrange refresher training for existing staff. What options do I have?

    You may purchase on-line one-one training sessions for the individual concerned. On-line training sessions are 1 hour in duration, delivered by one of our support team and require pre-booking. Please contact our sales team on 01737 227 414 for more details and prices.

Scanning Device Hardware Warranty / Repair / Reporting

  • My scanning device has failed or does not work correctly. How can I get this resolved?

    In the first instance, find the warranty documents that were supplied when you bought the device. If you have purchased an extended warranty, please locate these also. Check to see if your device is still in warranty and what the terms of warranty are.

    If your device is still covered under warranty, you will need to arrange to send the device back to the manufacturer for replacement or repair. Details of where to send the device and returns forms are normally supplied with the device. Please call the i-Stocktake help desk on 01737 227 414 if you need assistance or advice with this.

  • I have received my Device back from repair. How do I get my i-Stocktake software re-installed?

    Please call the i-Stocktake telephone support help desk on 01737 227 414 and raise a support ticket to have your software re-installed. This service is covered under your standard i-Stocktake license and applies to customers on all levels of support including e-mail only.

  • I am not happy with the scanning device warranty service. I want to make a complaint?

    Please e-mail support@i-stocktake.com outlining the nature of your complaint and any background you may have on your warranty claim to date. Our support manager will follow up the complaint on your behalf to assist with an acceptable resolution.

Technical Questions and Answers

  • I am considering renting the i-Stocktake solution. How much advance notice do you require?

    It is advisable to book your rental at least 4-6 weeks in advance of your planned stocktake to ensure we can schedule in your requirement.We can accommodate a limited number of short-notice stock take rental requirements but it is best to book well in advance

  • What happens if the scanning equipment fails during the rental period?

    Please call the rentals support desk on 01737 227 414 and report the problem. Arrangements will be made to send you an urgent replacement and pick up the failed item.

  • What happens if a scanning device gets lost, misplaced or broken during my rental period?

    Please call the rentals support desk on 01737 227 414 and report your problem.

    You will be charged the  full value of your scanning device (at current list price) if your device is lost or damaged beyond repair while in your possession.

  • When does my rental period commence?

    Your rental period starts on the day that you sign to confirm the delivery with the courier service.

  • When does my rental period end?

    The rental period ends and your rental licence will expire at mid night on that last day of your rental period.

  • Can I extend the rental period while it rental is in progress?

    Yes, you may extend your rental period at any time but you must request a rental period extension at least 24 hours in advance of the existing rental period expiry date. Each additional rental day will be charged at the daily rate current at the time. Please call the rental support team on 01737 227 414 or e-mail sales@i-stocktake.com  to notify us that you wish to arrange an extension.

  • What is the minimum rental period?

    Our minimum rental period is for 3 days.

  • What is the maximum rental period?

    Our maximum rental period is 30 days. You may increase your rental period from the minimum of 3 days in increments of 1 day up to a total of 30 days.

  • Is there a limit on the number of scanning devices I can rent?

    No, subject to availability we do not set a limit. If you require a large number of scanning devices for a stocktake, it is advisable that you book your rental well in advance of the stocktake.

  • Can I use my own scanning devices and rent the i-Stocktake software for my stocktake?

    Yes, subject to your Mobile Scanning Devices meeting the minimum specifications required to run our Mobile Device barcode scanning software application.