Contacting support FAQs

Submit a support request

To contact support, submit a support request here. Our support team are always happy to help and generally able to respond within the hour.

What 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:

*Legacy Starter subscriptions have the same entitlements as Lite.

*Legacy Growth/Accelerator subscriptions have the same entitlements as Pro.

Support business hours & contacts

WIth all subscription plans, you can get help via our support ticketing system. Submit a support request here. Other methods of contact and support hours may vary based on your subscription. 

How do I submit a support request?

To submit a support request, follow the steps below.

1. Go to our support request form.
2. Include your contact information.
3. Include a detailed description of the support request.
4. Include videos and screenshots where possible.

For more information, read the guide Submit a support ticket.

What happens after I submit a support request?

After 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 they will respond. 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 request?

After opening your support ticket from your email, you can find and track your ticket. The current status of all cases is displayed within a summary landing page. Select the case number to display all details of the case.

How do I create a ROLLER support account?

You can also access submitted tickets by creating a ROLLER support account in the Help Center. Follow the instructions below.

1. From any page in this Help Center, select Log in at the top right of the page. 
2. Follow the instructions to sign up to a ROLLER support account. 

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 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).

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.

Severity 1 (S1) A production environment or the ROLLER services is completely inoperable or inaccessible to all users.