From onboarding to ongoing operations, we're here to make sure your venue runs smoothly.
Getting started shouldn't mean scheduling technicians or wrestling with configuration. We do the setup work before your terminal ever leaves our hands.
Pre-configured before it ships. Connect power and internet to go live.
We're always reachable for any questions during setup or once you're running.
We categorise issues by severity so critical problems get immediate attention. Our SLA defines the maximum time before we acknowledge your issue and begin working on it.
| Critical | High | Standard | |
|---|---|---|---|
| Description | System down, unable to scan | Issue affecting operations, scanning works | How-to questions, configuration help |
| Response time | < 1 hour | < 4 hours | 1 business day |
| Availability | 24/7 | 24/7 | Mon–Fri, 9am–5pm Sydney time |
Response times for Standard issues are measured during business hours (Mon–Fri, 9am–5pm Sydney time). Requests submitted outside business hours are treated as received at the start of the next business day.
Most software solutions ship with poor documentation leaving you to contact support for every minor change. We treat our documentation site as part of the product.
We have guides for door staff on using the terminal, and for venues to manage how it works.
If it's on screen, it's in the docs. No guessing how something works.
Docs are updated alongside every product release, so what you read matches what you see.
VenueScan is architected for high availability with automated monitoring, daily backups, and offline resilience.
Automated daily backups retained for 7 days, stored within AWS's Sydney region.
Terminals continue operating during internet outages. Records are stored locally and synced automatically when connectivity is restored. Learn more in our offline mode guide.
Real-time system monitoring publicly available at status.venuescan.com.au
We monitor your systems around the clock and resolve issues before they reach your front door.
Our team is happy to walk through our support and reliability commitments in detail.
Step-by-step guides for door staff and venue operators, covering every feature.
Browse the docs