Support

No.  If you would like FairScan to load or check your system, print barcodes, import orders after the fair or provide additional training to new staff, then that is considered a FairScan Extra and can be ordered separated to Annual Support.

Any businesses that struggle or dislike doing any of these tasks should consider paying FairScan to do it for you as a FairScan Extra.

Your per fair fee is calculated based on the number of fairs that you exhibit at in a year.  You most likely exhibited at more fairs previously than what you did/will now so therefore the cost per fair will be more moving forward.

If you go back to doing more fairs in the future, then the per fair fee will be reduced accordingly.  See the table above for what the price per fair is based on the number of fairs exhibited at.

It is no secret that costs are increasing across the board and unfortunately we have to follow suit with our support chargers due to increased costs that we incur.

Price changes since 2020 have been moderate with 1 fair a year customers paying the same amount, 2/3/4 fairs per year paying an extra $25 per fair, and 5 fairs per year paying an extra $10 per fair.

We believe these price changes are fair for everyone

FairScan Annual Support is important as it allows us to continue to develop our software to suit your needs and to also provide onsite support for the entire duration of supported fairs, and remote support outside the fairs.

We run an office yearlong round to provide support for businesses so buy paying for FairScan Support you are allowing us to continue to provide that support throughout the year.

FairScan Support should be considered like insurance; you hope you never need to use it, but it is extremely important if you need to use it.

In busy, stressful situations like Trade Fairs, we believe onsite support is important so that we can visit and answer your question and fix your problem.

Any delays in taking orders could cost you thousands of dollars in lost sales, so having FairScan Support available and onsite allows us to help you ensure order taking runs smoothly and there are no missed sales.

FairScan will advise you that you have an outstanding invoice and ask you politely for you to confirm when you will be paying the invoice.  Support will then be provided if payment has been agreed to.

Businesses that continue to miss payments, not pay when they say they will, may have FairScan service refused.

Users that have outstanding invoice may lose some functionality including the ability to scan new customer name badges.

FairScan will do our best to provide more reminders of overdue invoices to try and avoid the situation at a fair where support cannot be provided.

Unfortunately no discounts will be offered for support at the moment.  This may change in the future, but for the current year there will be no discounts given.

The main reason for this is the work that has been required to adapt our software to scan the new name badges.  We have spent considerable amount of time and money developing a process with Reed and AGHA that allow name badges to be scanned at fairs.

Along with having basically no fair support revenue for 2 years, it was decided that no discounts would be given.  Hopefully in the future fairs will return to a set, reliable schedule and we can look to offer discounts again.

All credits have been automatically applied to Support Invoices.  If you have a credit then please pay the amount on the Statement provided.  If you believe there is a mistake, then please let us know and we will be happy to resolve.

Providing credits over the last 3 years has been a big job and we have tried to be as through as possible, but if there as has been a mistake then we apologise and will try to fix that as soon as you let us know.

Yes.  The rate per fair is the same for Reed and AGHA.

In 2022, AGHA exhibitors were charged an optional additional fee per fair to be able to scan name badges at the AGHA fairs.  

This fee is currently in review and may or may not be charged for future AGHA Fairs (TBC).

A fully supported fair is a Trade Fair that FairScan is onsite for from the setup days to the very end of the fair. FairScan provides onsite support for the entire duration of the fair and is available to visit your stand to answer questions or fix any issues you experience in relation to FairScan.

The number of fully supported fairs that you exhibit at in a year determines how much you pay for FairScan Annual Support.

Partially supported fairs are Trade Fairs that FairScan has multiple customers exhibiting at, but doesn’t require full onsite support. FairScan may be onsite on occasion at some of these fairs, but support will usually be provided via phone, email or remote access.

At such fairs it is a good idea to have Internet access so that FairScan can remote access your laptop when you have any questions or problems.

Partially supported fairs aren’t used to calculate your FairScan Annual Support cost.

View the list towards the top of the page to see which fairs are fully supported by FairScan

The following fairs are partially supported fairs. These fairs do not count towards your FairScan Annual Support cost.
New Zealand Toy Fair Design and Decoration
Auckland March Melbourne March Melbourne July
Auckland August

FairScan will do our best to help you at any fair that you exhibit at including fairs that aren’t on the lists above. It is recommended that you let us know well in advance that you are exhibiting at a non-supported fair so we are aware of it. FairScan will provide some initial support for such fairs free of charge, but if support requirements increase, then FairScan may provide a quote for ongoing support for that fair.

No. If you aren’t exhibiting at any fairs in 2021 then you don’t have to pay for support but if you are still using the FairScan system outside fairs, then a support plan will need to be quoted for.

We can’t make you pay for support, but if you don’t have any FairScan Support then you won’t receive any support from FairScan, any software updates and you won’t be able to scan name badges at Reed or AGHA fairs.

Annual Support plans allow FairScan to provide onsite support at fairs, support throughout the year and helps cover the costs of updating the software.

FairScan Annual Support should be treated like insurance; something you hope not to use but extremely handy when you need it.

No. We have trialed this in the past and it didn’t work and wasn’t fair on other customers that are paying for Annual Support.

In previous years FairScan wouldn’t refuse support for businesses with outstanding invoices. From 2021 FairScan will be stricter on this and may refuse or delay a support request if a business has outstanding invoices.

FairScan trialled this option recently for the March 2021 Melbourne Fair and our customers provided us with clear feedback that it was inconvenient to them to make multiple payments throughout a year and they would rather pay once at the start of the year.

FairScan agrees that it is more efficient for everyone to invoice customers at the start of the year (in a normal year).

In 2021 FairScan will provide a money back guarantee for any fairs that are paid for but not attended by any of our customers. In such instances we will refund the money paid for that fair back into your account.

If you are using FairScan throughout the year and aren’t exhibiting at any of the fully supported fairs, then a custom support package will be quoted for your needs.