Technical Support

Technical Support

We have a number of readily available tools to help you:

  • Free and unlimited web based training for life
  • Free detailed training videos.
  • Free in-depth user’s guide, included within Salon Iris
  • Extensive Knowledge base

When you purchase Salon Iris Software subscription you will receive:

  • Free updates to the latest version for the life of the subscription
  • Free and unlimited e-mail support
  • Free Online and phone Salon Iris Software technical support, training and online backup service subscription
  • Free hardware (supplied hardware only) support
  • Free transfer of your information from a competitor’s product, where possible.
  • Free detailed training videos and in-depth user’s guide
  • Free and unlimited access to our extensive knowledge base

With the Salon Iris for Windows Subscription plan, you will receive unlimited free technical support and one-on-one phone training for Salon Iris Software for as long as you have an active subscription.

When you purchase Salon Iris Software one-time purchase option you will receive:

  • Free and unlimited e-mail support for one year
  • Free Online and phone Salon Iris Software technical support, training and online backup service subscription for three months
  • Free hardware (supplied hardware only) setup during the first three months
  • Free downloadable same version maintenance releases
  • Free transfer of your information from a competitor’s product, where possible.
  • Free detailed training videos and in-depth user’s guide
  • Free and unlimited access to our extensive knowledge base

After the free support subscription ends you can continue receiving unlimited support, one to one phone training and online backup service for just £42 per month by signing up for our Unlimited Support Plan. You can sign up for a subscription at any time. Please note this plan is for a minimum of 12 months.

You may also choose to pay for support and training as you need it. Phone support can be purchased for £99 per incident, up to 1 hour and phone/Internet training can be purchased for £99.00per hour-long session. Please note: all training sessions are limited to 1-hour duration per session.

All prices are plus VAT at the current rate

Sales & Contact Support

How we handle Sales & Support Contact

E-mail

If you send a support request by e-mail, we will normally respond within 24 hours (apart from weekends and holidays), but our typical response time is much faster than this. Our average response time is 1 hour 10 minutes, and we respond to 2/3 of all e-mail requests within 5 hours.

Phone

We sometimes record these conversations for training and quality purposes.

Telephone support calls are answered by our support team members, however when busy these calls will be taken by our reception team. They will take your name, company information, and brief details of your question or problem. A support team member will get back to you as soon as possible. We aim to call you back within 1 hour, depending on the support desk workload.

Software

Software

Updates for One-Time purchases

One-time purchase users of Salon Iris salon software can upgrade to a newer version or a different package by contact our sales team on 0121 314 4402. To upgrade to a new version release, software updates can be purchased for 50% of the current selling price. Version 11 users and older are no longer eligible for this discount.

Package Upgrades

Both Subscription users and One-time purchase users always have the option to upgrade to a higher package of Salon Iris salon management software. All you have to do is pay the difference between the two packages. Contact our sales team for pricing and ordering on 0121 314 4402.

Second hand software support.

Software purchased from an existing license holder or from other any other source is regarded as second hand and gives no automatic right to training, technical or any other kind of support. Support can be purchased from Salon Iris at the current published rates and standards.

Privacy Policy

At Salon Iris ltd. we are committed to your privacy. See our full Privacy Policy.

Lost Passwords and Serial Numbers

Salon Iris Passwords

Recovery service available free as part of a Subscription or Support Plan. Otherwise we charge £99 for this service.

Serial Numbers

Recovery service available free as part of a Subscription or Support Plan. Otherwise we charge £99 for this service. Your serial number is located on both the original sales receipt and welcome letter.

Database Passwords

Recovery service available free as part of a Subscription or Support Plan. Otherwise we charge £99 for this service.

Other charges

Salon Iris Ltd does not charge monthly fees for using Direct Debit services however, we will charge late payment default fees if you fail to make your payments when due.

Late payment default fees will be charged as follows.

  • a) £20.00 for each failed Direct Debit collection on due date
  • b) £20.00 for each failed Credit / Debit Card collection on due date

Language and Regional Settings Support

We provide sales and support in English only. We warrant our software will work correctly in the “English (UK)” default regional setting only. Although we have tested our software in many other settings, we can only provide full support and warranty correct functionality in the “English (UK)” default regional setting.

Product and client data importing service

All data file importing is subject to the following terms: The data file attached to any e-mail may contain client, product, service, employee information as requested by the recipient. This data is compiled from either client provided media / data / files or derived from product manufacturer / distributor ordering data files. Where product ranges contain pricing information of any kind, the end user should satisfy themselves as to the accuracy of this information in relation to their charging structure and should amend such to their own requirements as necessary. This data is supplied on a ‘AS IS’ basis. As such Salon Iris Ltd does not accept any liability as to its accuracy. By importing this / these data file(s) into Salon Iris software the end user agrees to indemnify Salon Iris Ltd against claims for any indirect, special, incidental or consequential damages of any character including, without limitation damages for loss of goodwill, work stoppage, computer failure or malfunction, or all other commercial damages or losses.

Windows XP

Windows XP is no longer supported.

Windows Vista

Windows Vista is no longer supported.

Previous versions of Salon Iris

Salon Iris version 10 and older are now End Of Life products.

All prices are plus VAT at the current rate

Hardware

Hardware

Salon Iris ltd supports only hardware supplied directly by us. Click here to see our current hardware items & hardware pricing. Faulty hardware will only be accepted with an RMA number, to obtain this please refer to returns policy.

Any faulty / damaged goods must be notified in the first instance, by telephone within 24 hours of receipt. Faulty / damaged items must be returned within 28 days of purchase for a replacement. This does not affect your UK statutory rights. To receive replacement, all goods must be returned with a returns number. Under no circumstances will returns be accepted without an “RMA” ‘returns merchandise authorisation’ number. To receive an “RMA” number contact us via info@saloniris.co.uk or phone our help desk on 0121 314 4402

Following these steps will help ensure the products you’re returning to us arrive back correctly and in good condition. Failure to follow this procedure may result in your return being rejected upon receipt.

Before returning any item(s) to Salon Iris ltd or hardware supplier please ensure you have:

1. A valid RMA or ‘returns merchandise authorisation’ number from Salon Iris ltd.
2. Enclosed all accessories unless informed otherwise.
3. Use all packaging that was originally supplied, or packaging fit for the purpose.
4. Use a label for clear display of the RMA number
5. Ensure the full returns address is clearly displayed on the outside of the package, using a label.
6. Do NOT write directly on the box/packaging with pen/ink.
7. Securely seal the packaging using a similar method as per the original delivery.

Important: When returning any hardware for repair or replacement it is your responsibility to ensure that the goods are packed correctly in their original protective packaging, or packaging suitable / fit for this purpose. Any goods returned damaged due to poor or inadequate packaging will be charged for.

Please note, Hardware is not supplied on a trial basis. You should check hardware compatibility before ordering, if in doubt please contact our technical support department with your requirements.

Knowledge Base

Free access to our Knowledge base to all users of Salon Iris Free for life. Click here to view our knowledge Base.

Salon Iris Software