NextPOS Fair Usage Policy for Revel POS Support
Effective Date: 24/02/2025
1. Introduction
At NextPOS, we are committed to providing reliable, timely, and high-quality support services to all customers using Revel POS. This Fair Usage Policy (“Policy”) outlines how our support services should be used, the standards of behaviour we expect from customers, and how we manage support requests (“tickets”) to maintain service quality for everyone.This Policy exists to prevent misuse, ensure fairness, and protect the integrity of our support operations. By accessing or using NextPOS Support Services, customers agree to comply with the terms outlined below.
2. Scope of the Policy
This Policy applies to all customers who interact with the NextPOS Support Desk for any issues regarding:
Revel POS software and system behaviourHardware (printers, terminals, peripherals) associated with Revel deployments
Networking and infrastructure relating to Revel
Integrations maintained by NextPOS
Account management or configuration assistanceTraining and operational support requests
This Policy governs support requests submitted via:
The ticketing system
Email support channels
Live chat (if applicable)
Escalation channels provided by NextPOS
3. Guiding Principles of Fair Usage
NextPOS operates on the principle of shared support resources.
To ensure equitable access to assistance:
1. Customers must use the support service reasonably.
2. Support capacity must not be consumed disproportionately by any single individual or business.
3. Tickets must reflect genuine issues or valid requests for assistance.
4. The support desk is not intended to replace on-site management, staff training, or internal troubleshooting processes that should be handled by the customer’s own team.
4. Acceptable and Unacceptable Use:
4.1 Acceptable Use
Submitting support tickets is appropriate when:
A system component is not functioning as intended.
There is a configuration question or request requiring specialist input.
A hardware failure, integration issue, or unexpected behaviour occurs.
Guidance is needed on workflows or software capabilities.
Reporting information, logs, screenshots, or diagnostic outputs can be provided.
4.2 Unacceptable or Excessive Use
The following behaviours constitute misuse of the support service:
Submitting an excessive number of tickets within a short period.
Creating multiple tickets for the same issue instead of updating an existing ticket.
Repeatedly escalating low-priority or non-urgent matters.
Submitting operational requests that do not require technical support.
Using the support desk for training queries that should be managed internally.
Generating tickets due to lack of internal staff communication or processes.
Expecting immediate or queue-skipping responses for non-critical issues.
Excessive ticketing disrupts the support process for other clients and may result in limitation of service as outlined in Section 10.
5. Ticket Submission Guidelines:
To ensure efficient processing, customers should:
1. Provide a clear and concise description of the issue.
2. Include relevant screenshots, device numbers, error messages, or videos.
3. Indicate steps already taken to troubleshoot internally.
4. Submit only one ticket per issue.
5. Ensure staff are trained not to duplicate or reopen historical issues unnecessarily.
6. Assign a single point of contact (SPOC) when submitting complex or multi-location issues.
Incomplete or vague tickets can significantly delay resolution time.
6. Ticket Queue Management
6.1 How the Queue Works
All tickets enter a centralised queue and are processed in the order they are received, except where priority classification requires escalation.
6.2 Priority Levels
To ensure fairness, all tickets are assigned a priority level:
Priority 1 – Critical
Complete inability to trade
System-wide outages
Payment failures across all terminals
Network-wide failure preventing POS operation
Response is immediate and resources are reallocated as needed.
Priority 2 – High
Major feature malfunctions
Severe degradation affecting one or more terminals
Issues causing significant operational inefficiencies
Priority 3 – Medium
Problems affecting specific functions, devices, or screens
Printer or peripheral malfunctions not impacting full trade
Configuration errors
Priority 4 – Low
Non-urgent how-to questions
Minor inconveniences
Feature inquiries or training requests
Cosmetic or low-impact issues
NextPOS reserves the right to reclassify priorities if the information provided suggests a different impact level.
7. Ticket Processing and Communication Standards
Support agents will communicate through the designated ticket thread for transparency and auditing.
Customers must respond promptly if further details or evidence are required.
Failure to provide requested documentation may result in resolution delays or temporary ticket closure.
Tickets may be closed if a customer does not respond after reasonable follow-up attempts.
8. Ticket Consolidation
If the support team identifies multiple tickets referring to the same root cause, they may be:
Merged into a single master ticket
Closed with a reference to the master ticket
Reviewed collectively to ensure efficient diagnosis
This prevents duplicated work and speeds up resolution.
9. Customer Responsibilities
To ensure effective support, customers agree to:
Maintain functioning internet and network infrastructure.
Train staff on correct POS usage and internal procedures.
Implement basic troubleshooting steps before submitting tickets.
Avoid reopening resolved tickets unless the same issue recurs clearly.
Respect support staff and maintain professional communication.
Use the support system in a manner that does not negatively impact service availability for others.
10. Managing Excessive or Misuse of Tickets:
Where NextPOS identifies patterns of excessive or inappropriate ticket usage, actions may include:
Issuing a warning and guidance on improved usage.
Limiting the number of open tickets permitted at one time.
Requiring a single point of contact for all future communications.
Deprioritising or closing tickets deemed duplicates or unnecessary.
Charging additional fees for repeated operational or training-related inquiries.
Suspending support access pending a review in extreme cases.
These steps ensure continuity and quality of service for all clients.
11. Support Hours and Response Times
Support is provided according to agreed hours per contract/SLA.
While response targets are published, they are not guaranteed and may vary based on:
Ticket volume
Severity of active incidents
Availability of engineering or vendor resources
Public holidays or major trading events
NextPOS always aims to deliver timely responses but cannot guarantee immediate action for non-critical issues.
12. Escalation Process
If a customer believes an issue requires escalation:1. They should request escalation within the ticket.
2. A supervisor or senior engineer will review the request.
3. Escalation will be granted only where justified based on impact and diagnosis.
4. Escalation does not override fairness principles and may be declined.
13. Amendments to This Policy
NextPOS may update or modify this Policy at any time. Updated versions will be posted on the website, and continued use of support services confirms acceptance of the changes.
Changes to this Fair Usage:
We may update this Fair Usage Policy from time to time.
The "Effective Date" at the top of the policy indicates when the latest changes were made. We encourage you to review the Fair Usage Policy periodically.
Contact Us:
If you have questions or concerns about this Fair Usage Policy, your personal information, or our practices, you can contact us at:
Email: hello@nextpos.ie
Phone: +353 1 444 1753
By using our services or visiting our website, you acknowledge that you have read and understood this Fair Usage Policy.
Effective Date: 24/02/2025
1. Introduction
At NextPOS, we are committed to providing reliable, timely, and high-quality support services to all customers using Revel POS. This Fair Usage Policy (“Policy”) outlines how our support services should be used, the standards of behaviour we expect from customers, and how we manage support requests (“tickets”) to maintain service quality for everyone.This Policy exists to prevent misuse, ensure fairness, and protect the integrity of our support operations. By accessing or using NextPOS Support Services, customers agree to comply with the terms outlined below.
2. Scope of the Policy
This Policy applies to all customers who interact with the NextPOS Support Desk for any issues regarding:
Revel POS software and system behaviourHardware (printers, terminals, peripherals) associated with Revel deployments
Networking and infrastructure relating to Revel
Integrations maintained by NextPOS
Account management or configuration assistanceTraining and operational support requests
This Policy governs support requests submitted via:
The ticketing system
Email support channels
Live chat (if applicable)
Escalation channels provided by NextPOS
3. Guiding Principles of Fair Usage
NextPOS operates on the principle of shared support resources.
To ensure equitable access to assistance:
1. Customers must use the support service reasonably.
2. Support capacity must not be consumed disproportionately by any single individual or business.
3. Tickets must reflect genuine issues or valid requests for assistance.
4. The support desk is not intended to replace on-site management, staff training, or internal troubleshooting processes that should be handled by the customer’s own team.
4. Acceptable and Unacceptable Use:
4.1 Acceptable Use
Submitting support tickets is appropriate when:
A system component is not functioning as intended.
There is a configuration question or request requiring specialist input.
A hardware failure, integration issue, or unexpected behaviour occurs.
Guidance is needed on workflows or software capabilities.
Reporting information, logs, screenshots, or diagnostic outputs can be provided.
4.2 Unacceptable or Excessive Use
The following behaviours constitute misuse of the support service:
Submitting an excessive number of tickets within a short period.
Creating multiple tickets for the same issue instead of updating an existing ticket.
Repeatedly escalating low-priority or non-urgent matters.
Submitting operational requests that do not require technical support.
Using the support desk for training queries that should be managed internally.
Generating tickets due to lack of internal staff communication or processes.
Expecting immediate or queue-skipping responses for non-critical issues.
Excessive ticketing disrupts the support process for other clients and may result in limitation of service as outlined in Section 10.
5. Ticket Submission Guidelines:
To ensure efficient processing, customers should:
1. Provide a clear and concise description of the issue.
2. Include relevant screenshots, device numbers, error messages, or videos.
3. Indicate steps already taken to troubleshoot internally.
4. Submit only one ticket per issue.
5. Ensure staff are trained not to duplicate or reopen historical issues unnecessarily.
6. Assign a single point of contact (SPOC) when submitting complex or multi-location issues.
Incomplete or vague tickets can significantly delay resolution time.
6. Ticket Queue Management
6.1 How the Queue Works
All tickets enter a centralised queue and are processed in the order they are received, except where priority classification requires escalation.
6.2 Priority Levels
To ensure fairness, all tickets are assigned a priority level:
Priority 1 – Critical
Complete inability to trade
System-wide outages
Payment failures across all terminals
Network-wide failure preventing POS operation
Response is immediate and resources are reallocated as needed.
Priority 2 – High
Major feature malfunctions
Severe degradation affecting one or more terminals
Issues causing significant operational inefficiencies
Priority 3 – Medium
Problems affecting specific functions, devices, or screens
Printer or peripheral malfunctions not impacting full trade
Configuration errors
Priority 4 – Low
Non-urgent how-to questions
Minor inconveniences
Feature inquiries or training requests
Cosmetic or low-impact issues
NextPOS reserves the right to reclassify priorities if the information provided suggests a different impact level.
7. Ticket Processing and Communication Standards
Support agents will communicate through the designated ticket thread for transparency and auditing.
Customers must respond promptly if further details or evidence are required.
Failure to provide requested documentation may result in resolution delays or temporary ticket closure.
Tickets may be closed if a customer does not respond after reasonable follow-up attempts.
8. Ticket Consolidation
If the support team identifies multiple tickets referring to the same root cause, they may be:
Merged into a single master ticket
Closed with a reference to the master ticket
Reviewed collectively to ensure efficient diagnosis
This prevents duplicated work and speeds up resolution.
9. Customer Responsibilities
To ensure effective support, customers agree to:
Maintain functioning internet and network infrastructure.
Train staff on correct POS usage and internal procedures.
Implement basic troubleshooting steps before submitting tickets.
Avoid reopening resolved tickets unless the same issue recurs clearly.
Respect support staff and maintain professional communication.
Use the support system in a manner that does not negatively impact service availability for others.
10. Managing Excessive or Misuse of Tickets:
Where NextPOS identifies patterns of excessive or inappropriate ticket usage, actions may include:
Issuing a warning and guidance on improved usage.
Limiting the number of open tickets permitted at one time.
Requiring a single point of contact for all future communications.
Deprioritising or closing tickets deemed duplicates or unnecessary.
Charging additional fees for repeated operational or training-related inquiries.
Suspending support access pending a review in extreme cases.
These steps ensure continuity and quality of service for all clients.
11. Support Hours and Response Times
Support is provided according to agreed hours per contract/SLA.
While response targets are published, they are not guaranteed and may vary based on:
Ticket volume
Severity of active incidents
Availability of engineering or vendor resources
Public holidays or major trading events
NextPOS always aims to deliver timely responses but cannot guarantee immediate action for non-critical issues.
12. Escalation Process
If a customer believes an issue requires escalation:1. They should request escalation within the ticket.
2. A supervisor or senior engineer will review the request.
3. Escalation will be granted only where justified based on impact and diagnosis.
4. Escalation does not override fairness principles and may be declined.
13. Amendments to This Policy
NextPOS may update or modify this Policy at any time. Updated versions will be posted on the website, and continued use of support services confirms acceptance of the changes.
Changes to this Fair Usage:
We may update this Fair Usage Policy from time to time.
The "Effective Date" at the top of the policy indicates when the latest changes were made. We encourage you to review the Fair Usage Policy periodically.
Contact Us:
If you have questions or concerns about this Fair Usage Policy, your personal information, or our practices, you can contact us at:
Email: hello@nextpos.ie
Phone: +353 1 444 1753
By using our services or visiting our website, you acknowledge that you have read and understood this Fair Usage Policy.
