Support
FairScan Annual Support ExplainedFairScan Annual Support
FairScan Annual Support is charged based on the number of ‘fully supported’ fairs that you attend that year.
For businesses that only use FairScan at Trade Fairs, the cost of Annual Support is based on the number of fully supported fairs that they exhibit at during that year.
The cost/rate per fair is based on the number of fairs that you do in a year. The more fairs you do, the cheaper the ‘per fair’ fee is.
View below to see the list of fairs that are considered ‘fully supported’ and also view the table below to see the table below to view the price per fair is based on the number of fairs exhibited at each year.
You are not charged for fairs that aren’t fully supported unless otherwise agreed to.
FairScan Annual Support has traditionally been charged at the start of the year to cover that upcoming year. After interrupted years in 2020 and 2021, Annual Support is now charged in July and covers the fairs in that year.
i.e. An invoice for Annual Support will be issued in July and will include the February/ July/Aug/Sept from that year.
New Name Badge Scanning
Reed and AGHA have new name badges at their Fairs. In order to be able to scan these name badges you must be on a FairScan Annual Support plan, be paid in full (no overdue invoices), have Internet access and be running the latest version of the FairScan software.
For more details visit New Name Badges
Inclusions
FairScan Annual Support covers any questions or assistance you require in relation to the fully supported fair that you are exhibiting at and that you have been charged support for.
Support includes remote pre support (remote access, phone support, and email support), onsite fair support (from setup day until end of fair) and post fair support (remote access, phone support, and email support).
FairScan Software Updates are included in Annual Support. Updates can be downloaded from the FairScan Customer Portal on our website.
Exclusions
FairScan Annual Support doesn’t cover us performing tasks that you are expected to do yourself such as printing barcodes, loading handhelds, testing handhelds, training new staff or importing/exporting to Accounting Systems.
FairScan can perform these jobs for you on request, but these are considered FairScan Extras and are charged outside the Annual Support plan.
Click here for more information on FairScan Extras including the options and costs on the additional services that we provide.
Payment Due
Please ensure that payment for Support invoices is paid before the fair to ensure that you receive support at the fair.
If you require longer to pay then please contact us and we will do our best to accommodate your request.
FairScan reserves the right to restrict access to features or to refuse service if businesses have overdue invoices.
Fully Supported Fairs
FairScan will be providing full onsite support at the following fairs:
Melbourne Gift & Lifestyle – February
Sydney Reed Gift Fair – February
Brisbane Gift & Lifestyle – July*
Melbourne Reed/Life inStyle/AGHA Gift Fair – August
Sydney Gift & Lifestyle – September*
FairScan will be onsite during setup and for the duration of all of these fairs. For exact times and dates please keep an eye out for the Fair Newsletters or check the FairScan website in the days leading up to the event.
* Onsite support will be provided if/when these fairs are on
Support Costs
The per fair cost is determined based on the number of ‘fully supported’ fairs that you are exhibiting at in a year.
1 fair – $200 per fair
2 fairs – $175 per fair
3 fairs – $150 per fair
4 fairs – $125 per fair
5 fairs – $110 per fair
FAQ
Below is a list of Frequently Asked Questions in relation to FairScan Annual Support.
Click on the question in the light grey box to view the answer.
If you have any further questions please email mail@fairscan.com.au
What does FairScan Annual Support cover?
FairScan Annual Support covers any questions or assistance you require in relation to the fully supported fair that you are exhibiting at and that you have been charged support for.
Support includes remote pre support (remote access, phone support, and email support), onsite fair support (from setup day until end of fair) and post fair support (remote access, phone support, and email support).
All support related to the fair is included as FairScan Annual Support. Any questions or queries for issues not related to the fair aren’t included, but we will always do our best to answer/help you with any such questions.
Each FairScan business has been trained on how to use FairScan from functions to do before the fair, to things done after the fair. If you would like FairScan to do any of these on your behalf, then they are considered a ‘FairScan Extra’. See below for more details.
Does Annual Support cover FairScan performing tasks on our behalf?
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.
Why is my per fair rate is different to previous years?
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.
Why have the rates changed since 2020?
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
Why is FairScan Annual Support important to FairScan?
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.
Why is FairScan Annual Support important to you?
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.
What happens if I have an overdue invoice and I require support at the fair?
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.
Can I still receive a discount for support?
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.
I received a credit from 2020/21/22. Do I still have to pay for Annual Support?
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.
Is the support rate the same for Reed and AGHA fairs?
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).
What is a fully supported fair?
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.
What is a partially supported fair?
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.
Which Trade Fairs are fully supported by FairScan?
View the list towards the top of the page to see which fairs are fully supported by FairScan
Which Trade Fairs are partially 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
I am doing a fair not listed on either list, will I receive support?
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.
I am not doing any fairs this year; do I still need to pay for support?
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.
Is FairScan Annual Support compulsory?
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.
Can I pay as I go for FairScan Support?
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.
Will I receive support at the fairs if I haven’t paid my invoice?
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.
Can I get invoiced prior to each fair instead of the start of the year?
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).
What if I commit to a fair, pay for support and then are unable to exhibit at that fair?
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.
I don’t exhibit at any fully supported fairs. Do I still need to pay for support?
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.