In this article, you will learn all about our support processes including how to contact support based on your subscription tier and region, as well as general support FAQs.
I have a support question. How do I get started?
Use the search bar at the top of this Help Center page to search for the topic that you are looking for.
If you need further assistance than what is in this Help Center, submit a support request.
Do I have access to Support?
Access to ROLLER Standard Support is included with all plans.
It covers access to this Help Center, ROLLER Academy and the support team ticketing system.
Access to other support entitlements are determined by your plan.
Which level of Support do I have?
Support entitlements are determined by your plan.
Refer to your Order Form for your subscription plan and the table below for support inclusions:
| Subscription | Lite | Pro | Premium | Enterprise |
| Help Center | ✔️ | ✔️ | ✔️ | ✔️ |
| ROLLER Academy | ✔️ | ✔️ | ✔️ | ✔️ |
| Email & Ticket Support | ✔️ | ✔️ | ✔️ | ✔️ |
| Call-back Critical Phone Support | ✔️ | ✔️ | ✔️ | |
| Direct Critical Phone Support | ✔️ | ✔️ | ||
| Priority support on all channels | ✔️ | |||
| Account Manager | ✔️ |
*Legacy Starter subscriptions have the same entitlements as Lite
*Legacy Growth/Accelerator subscriptions have the same entitlements as Pro
Support business hours & contacts
To contact Support, you can submit a request here (from this Help Center).
Methods of contact and support hours may vary based on your subscription.
|
Subscription |
Lite |
Pro |
Premium & Enterprise |
|
AMERICAS |
Assistance via Support Tickets is available 24/7 |
Assistance via Support Tickets is available 24/7 Los Angeles |
Assistance via Support Tickets is available 24/7 Los Angeles |
|
EMEA |
Assistance via Support Tickets is available 24/7 |
Assistance via Support Tickets is available 24/7 London |
Assistance via Support Tickets is available 24/7 London |
|
APAC
|
Assistance via Support Tickets is available 24/7 |
Assistance via Support Tickets is available 24/7 Melbourne |
Assistance via Support Tickets is available 24/7 Melbourne |
What items are included in Support?
- ROLLER Software configuration and basic 'how-to' questions
- Access to major and minor releases
- Bugs or defects in one of the ROLLER applications. Bugs or defects are defined as a verifiable and reproducible software problem that is not functioning as expected or as designed
- Issues with existing ROLLER integrated card terminals that have previously been set up by ROLLER
What items are excluded in Support?
- Issues or questions with third-party technologies (eg Google Analytics)
- Maintenance requests of third-party technologies (eg Microsoft Windows updates)
- Troubleshooting of hardware & software that is outside of ROLLER software (eg Installing and configuring receipt printer drivers on Microsoft Window devices)
- Installing of new hardware that outside of agreed onboarding services (eg Your venue has a new POS device to set up, card terminal or wristband/sticker printer)
- Custom solution development or integrations
- Advisory or consultant outside of ROLLER Software (eg API or data manipulation via Third-Party technologies like Microsoft Excel)
How do I log a support ticket?
- Go to our Support Request Form
- Complete your contact information
- Complete a detailed description of the support request
- Include videos and screenshots where possible
Upon submitting your support request you will receive an email confirmation with your topic/request with the Ticket No. #XXXXX in the subject line.
It notifies you that your request has been received and a case opened for you. It will also give you a link to view the status of your open case.
Once received, a support ticket is reviewed by a support team member and responded to. Depending on the nature of your query, it may also be escalated internally.
Some of these tickets may be assigned a technical tracking number (eg BB-0000). This is an internal tracking number that is assigned to your ticket.
How do I check the status of my support ticket?
After opening your Support ticket from your email (see above FAQ), you can find and track your ticket.
The current status of all cases is displayed within the summary landing page.
Click the case number to display all details of the case.
You can also access submitted tickets by creating an account in the Help Center:
- From the Help Center home page, click Log in at the top of the page.
- Follow the instructions to sign up to ROLLER Support.
Once signed up, select your account name next to the ROLLER logo at the top-right of the page and then select My activities from the drop-down menu.
Does our support offer Service Level Agreements (SLAs)?
No, ROLLER does not offer formal service level agreements (SLAs) on cases.
How to prioritize your case by severity
We endeavor to address all initial support requests as promptly as possible based on the current influx of support requests at that time. Once an issue has been internally escalated the response time is determined by the level of severity of the issue. The below matrix is an indicator of approximate response times based on severity.
| Scope / Entitlement | Lite | Pro | Premium & Enterprise |
| Break / Fix support | ✔️ | ✔️ | ✔️ |
| Advisory / How to support | ✔️ | ✔️ | ✔️ |
| Inbound phone support | ✔️ | ✔️ | |
| Response targets | |||
| Severity 1 | 2 hour | 1 hour | 1 hour |
| Severity 2 | 8 hour | 6 hour | 4 hour |
| Severity 3 | 1 business day | 1 business day | 1 business day |
| Severity 4 | 5 business days | 5 business days | 2 business days |
| Change request | Best efforts | Best efforts | Best efforts |
Severity 1 (S1) A production environment or the ROLLER services is completely inoperable or inaccessible to all users.
Severity 2 (S2) Issues with severe performance impact or features not operating as documented that impact a majority of the solution or users.
Severity 3 (S3) Issues with the performance or features not operating as documented that impact a minority of the solution or users.
Severity 4 (S4) Questions of how to use ROLLER or related to issues with performance. Inquiries may also relate to potential feature requests for the ROLLER platform, which will be recorded, and the cases will then be closed out.
Change request A paid change, feature, or maintenance task is requested
How do I escalate my support ticket to a manager?
If you feel like you are not receiving the support you require on a support ticket or you would like the input of one of our managers, submit an escalation request here. A ROLLER manager will review your ticket and be in touch.