Support is designed to keep your equipment operational, not to operate your business for you.
VMFS provides structured technical support for:
- Hardware functionality
- Payment system connectivity
- Cloud diagnostics
- Replacement parts coordination
- Warranty claim evaluation
Understanding how support is structured ensures faster resolution and minimal downtime.
What Support Covers
VMFS support assists with:
- Machine startup guidance
- Error code interpretation
- Connectivity troubleshooting
- Payment reader diagnostics
- Cooling system troubleshooting
- Mechanical component identification
- Replacement part coordination
- Warranty verification
- Basic configuration guidance
Support is focused on equipment functionality.
What Support Does Not Cover
Support does not include:
- Location acquisition assistance
- Revenue guarantees
- Product mix strategy execution
- Business consulting unless contracted separately
- On-site service unless agreed in writing
- Labor reimbursement
- Third-party payment disputes
- Local permit acquisition
You operate the business. VMFS supports the infrastructure.
Support Levels
Support structure may vary depending on:
- Warranty status
- Extended warranty coverage
- Enterprise agreements
- Custom deployment terms
Standard support includes remote assistance. Enterprise agreements may include expanded coordination.
Remote Support Structure
Most support is provided remotely via:
- Scheduled calls
- Diagnostic guidance
- Cloud system review
Because machines are modular, most issues can be diagnosed without on-site presence. Remote support is often faster than waiting for local technicians.
Response Time Expectations
Response time depends on:
- Issue severity
- Warranty status
- Business hours
- Technical complexity
Critical issues such as full machine failure are prioritized. Non-critical issues are addressed in order of request. Support is not 24/7 unless explicitly contracted.
Required Information When Requesting Support
To expedite resolution, provide:
- Machine model
- Serial number
- Order number
- Clear photos or video
- Error codes displayed
- Description of issue
- When issue began
Incomplete information delays diagnosis. Structured reporting speeds resolution.
Replacement Parts Support
When a component is identified as faulty:
- Support confirms part
- Warranty eligibility reviewed
- Replacement shipped if applicable
- Installation guidance provided
Labor is generally operator responsibility unless specified in writing.
Enterprise Support Considerations
For multi-unit or custom deployments, support may include:
- Coordinated rollout assistance
- API troubleshooting
- Advanced integration support
- Escalation channels
Enterprise support structure is defined in project agreements.
International Support
International clients receive:
- Remote technical support
- Replacement part shipment
- Diagnostic assistance
On-site service is not included unless contracted. International buyers should maintain access to a local technician for advanced repairs.
Support Boundaries
Support is intended to maintain machine functionality. Support is not intended to:
- Replace operational discipline
- Manage daily business tasks
- Serve as compliance oversight
- Guarantee profitability
Support ensures the system works. Operation determines success.
Preventative Mindset
The fastest support ticket is the one that never needs to be opened. Operators are encouraged to:
- Perform routine cleaning
- Monitor cloud alerts
- Avoid overloading trays
- Verify electrical stability
- Check connectivity regularly
Preventative care reduces downtime.
Final Thought
Support is a partnership. The most successful operators report issues early, provide clear documentation, follow installation guidelines, and maintain structured operation.
Clear communication leads to faster resolution. Structured operation reduces support needs.
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How to Contact Support