Support
FairScan Annual Support ChangesFairScan Annual Support
FairScan didn’t charge any Annual Support in 2021.
After an interrupted 2020 it was decided to wait and see how 2021 played out before charging for FairScan Annual Support. As we all know, 2021 wasn’t much better than 2020 so as a show of good faith, nothing was charged for Annual Support in 2021 for outside fair users.
Now in 2022, FairScan has been considering the best way to charge and supply support to FairScan users who use the system outside Trade Fairs.
A survey was conducted earlier in the year and discussions were had with many customers to help decide what level of support was needed, expected, and at what price was fair and reasonable.
Based on all of that, FairScan has decided to charge a flat rate of $500 for users who use FairScan outside Trade Fairs. Trade Fairs will then be charged separately, but at half the standard per fair rate. Server costs are also charged separately.
Summary
- Outside Fair users are now charging a flat annual rate of $500ex per year
- Trade Fair support will be charged separately at half the price of ‘fair only’ users
- More strict enforcing of support requests outside your businesses nominated ‘FairScan Administrator’
I believe that these changes are a positive for FairScan customers as in most cases businesses will pay less each year for support.
FairScan will continue to provide onsite support at all Reed/AGHA/Gift & Lifestyle Fairs, provide support throughout the year during business hours as well as providing regular software updates to the FairScan Software.
Even with the price decrease and the fact that only a handful of fairs have operated in the last 18 months, FairScan will continue to provide the same level of support that has been provided in previous years.
Why change?
The main reason for the change was to simply the annual invoicing process whilst ensuring the amount if fair for both you the customer and me the support provider.
Annual Support invoices help keep the lights on here at FairScan. They don’t cover the cost of running an office yearlong round, but they do help and provide a base where time and money can be spent updating and improving the software whilst support provided for 12 months of the year.
I believe that $500 per year is exceptional value for receiving personalised support and service as well as all software updates. I hope you do to.
FairScan Administrator
FairScan introduced the role of ‘FairScan Administrator’ over 10 years ago. This is where a business who uses FairScan outside the fair must nominate a ‘FairScan Administrator’ that will act as the conduit between the business and FairScan Support.
- Your nominated FairScan Administrator can request unlimited support requests from FairScan Support
- Any support requests outside your FairScan Administrator, including reps/agents, will be charged at $90 per hour
- FairScan Support is happy to continue to provide support for all users, but anyone who isn’t a FairScan Administrator will be charged as FairScan Minutes
In previous years, this hasn’t been enforced. This often resulted in reps or agents contacting FairScan Support directly asking questions that someone in the business they represent could resolve.
Therefore from June 2022, any direct contact made by anyone who isn’t a FairScan Administrator, will strictly be charged as ‘FairScan Minutes’. The total time spent will be added up every 3 months and invoiced at the rate of $90 per hour.
Please note that all support requests made by the FairScan Administrator are covered by the Annual Support plan and aren’t charged.
FairScan Administrators can ask as many questions as they want and they won’t be charged any extra. An exception to this is that if we feel that the FairScan Administrator doesn’t have enough knowledge on FairScan, then we will insist that a paid training session with them take place so they can improve their knowledge.
We highly encourage that any reps/agents contact your nominated FairScan Administrator first if they have problems or any questions as they may able to be easily resolved in house.
Please note that this is not introduced so FairScan Support can avoid support requests from reps/agents/non FairScan Administrators.
FairScan Support is happy to help anyone with their handheld or their system but any support outside fairs other than the FairScan Administrator, will be charged.
This is being enforced so that FairScan gets paid appropriately for providing support when requested.
Please note that other contact such as questions about accounts, money owing or ordering items will not be charged as FairScan Minutes.
To nominate or check who your FairScan Administrator is, please visit https://fairscan.com.au/login
Trade Fairs
Businesses that use FairScan outside Trade Fairs will receive half priced Fair Support at the ‘Fully Supported Fairs’ that FairScan provides support for.
Now that Trade Fair support is charged separately, those businesses that either don’t exhibit at fairs anymore, or who only exhibit at 1 or 2 fairs, will on average pay less each for FairScan Support.
Trade Fair invoices will be issued separately and before each fair.
Supported Fairs
FairScan will be providing full onsite support at the following fairs:
Melbourne Gift & Lifestyle – March 2022/February 2023+
Sydney Reed Gift Fair – April 2022/February 2023+
Brisbane Gift & Lifestyle – July 2022+
Melbourne Reed/Life inStyle/AGHA Gift Fair – August 2022/23+
Sydney Gift & Lifestyle – September 2022/23+
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.
Support Costs
Outside Fair users will receive half price fair support for each Supported Fair:
1 fair –
$200 per fair– $100 per fair for outside fair users
2 fairs –$175 per fair– $87.50 per fair for outside fair users
3 fairs –$150 per fair– $75 per fair for outside fair users
4 fairs –$125 per fair– $62.50 per fair for outside fair users
5 fairs –$110 per fair– $55 per fair for outside fair users
Invoice will be issued prior to each fair that you are exhibiting at.
Updates
FairScan will shortly apply the update to the latest FairScan software to your server that is used outside fairs.
If a laptop is used at Trade Fairs, then the software can be downloaded from our website (https://fairscan.com.au/login) or alternatively if you run FairScanQS on the laptop, we can login and apply the update.
We will also be updating our Trading Terms shortly so please keep an eye out on an email that will detail those changes.
