Enhanced Support

Identivue Limited Enhanced Support

All times are UK local time

MYPOS Helpdesk & Systems Support includes:​

• Helpdesk and systems support, 24/7 (global).
• MYPOS IBM Cloud monitoring, 24/7 (global).
• Systems management for day to day use of MYPOS (data and configuration for employees, products and promotions).
• Helpdesk assistance with user problems that occur during normal MYPOS operations.
• Helpdesk assistance with problems that occur with MYPOS integrations.
• Helpdesk guidance with procedural and MYPOS system capability questions.
• Resolution or explanation of MYPOS generated error messages.
• MYPOS version enhancements and updates.
• Basic report modifications such as sort ordering and filters.
• Basic systems development such as yes / no questions and checks.
• Operating system security patches, fixes and configuration-specific updates.
• Simple systems maintenance (annual on-site).
• System security audits and assessments.

MYPOS Helpdesk & Systems Support does not include the following which can be quoted as required:

• Changes to the portal myposconnect.com
• Complex re-configuration of MYPOS.
• Complex report modifications.
• Complex systems development.
• Installation of new / additional modules, systems and functionality.
• MYPOS systems training.
• Hardware repairs.
• On site call outs.
• Operating system upgrades.
• Complex systems maintenance.
• Network support.
• Changes to Third Party API calls

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MYPOS Helpdesk & Systems Support (DY5N)

7th December 2018, v.2019.1

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