Support
From onboarding to ongoing operations, we're here to make sure your venue runs smoothly.
Your terminal arrives pre-configured. Plug it into power, connect to the internet, and you're live. No technician visit required.
Pre-configured before it ships. Connect power and internet to go live.
Step-by-step guides written for door staff, so your team can self-onboard.
Any questions or issues after go-live, just reach out. We're available by email.
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. Full terms are outlined in our Service Agreement.
| 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. For full SLA terms, refer to our Service Agreement.
Most venue management software ships with poor documentation. We think that's a support problem in disguise. VenueScan's documentation covers everything, so your staff can find answers without needing to pick up the phone. Visit our documentation site.
Step-by-step guides written for door staff, not IT teams. Everything from signing in a visitor to managing bans.
Every feature in VenueScan is documented. No guessing how something works.
Documentation is updated alongside every product release. What you read reflects what you see on screen.
Terminal hardware is included in your subscription with no deposit required. We handle maintenance, replacements, and software updates so you can focus on running your venue. Hardware responsibilities are detailed in our Service Agreement.
Hardware is included in your monthly subscription. No upfront deposit or security bond required.
If a device fails or wears out through normal use, we replace it at no cost to you.
Updates are pushed automatically to your terminals. You always have the latest features and security patches.
If a device is accidentally damaged, we'll replace it promptly. A replacement fee applies.
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.
A dedicated sign-in kiosk that scans IDs in under 2 seconds, with offline mode and automatic sync.
Explore TerminalVisitor self-service sign-in via printed QR codes. No hardware needed. Just print and place.
Explore QR Code