TABLE OF CONTENTS

• Standard Hours
  • The Nordics
  • United Kingdom
  • The Netherlands
  • Germany
• Extended Hours
  • The Nordics
  • United Kingdom
  • The Netherlands
  • Germany
• Holiday Period Exceptions
• Also See
  • How do I contact Support?
  • Standard Service Level Agreement (SLA) (must be logged into the customer portal to see this)
  • What are the differences between the Standard and Premium SLA?

Standard Hours

We have support teams based in different countries who operate different standard hours in line with the majority of customer's standard open hours in that region.

The Nordics

Monday to Friday 8:30am to 4:30pm

United Kingdom

Monday to Friday 9:00am to 5:30pm except the below products:

SmartVision, Omnis, Sigma, JobBOSS are supported Monday-Friday 9:00am to 5:00pm

The Netherlands

Monday to Friday 8:30am to 6:30pm

Germany

Monday to Friday 8:00am to 6:00pm

Public Holidays on week days in the above regions are excluded; Extended Hours option 3 below is required to respond to customers on Public Holidays.

Extended Hours

Extended Hours are for customers who have subscribed to the extra support times and are for Priority 1 Incidents only (i.e. something which is preventing you from trading).  Premium Service Level Agreement (SLA) customers can also contact Support for Priority 2 Incidents (e.g. something that is seriously restricting your ability to trade such as 1 POS not working, but 2 POS are working).

Extended Hours are not available for some products (as noted below).

You can register lower priority issues outside of our Standard Hours via the portal or email, but they will not be worked on during Extended Hours.

Three Extended Hours options are available for additional fees to provide support for Priority 1 Incidents only as follows (either one or multiple options may be purchased):

1. Weekday Evenings (excl. Public holidays)
2. Saturdays
3. Sundays and Public Holidays (excludes 25th December when we are closed, and some other exceptions)

Please contact your K3 Customer Success Manager if you would like to purchase any of these options, or check if you have them already.

The Nordics

1. Weekday Evenings: 4:30pm to 7:00pm
2. Saturdays: 10:00am to 6:00pm
3. Sundays: 10:00am to 5:00pm and Public Holidays: 10:00am to 2:00pm

United Kingdom

1. Weekday Evenings: 5:30pm to 8:00pm
2. Saturdays: 9:00am to 5:30pm
3. Sundays and Public Holidays: 9:00am to 5:30pm

No extended hours options for SmartVision, Omnis, Sigma, or JobBOSS.

The Netherlands

1. Thursday and Friday Evenings: 6:30pm to 9:30pm
2. Saturdays: 8:30am to 5:30pm
3. Sundays (no Public Holiday cover unless exceptionally agreed): 12:00pm to 5:30pm

Germany

No extended hours for Cowis.

Imagine and DdD/RIAB have extended hours options which match The Nordics open hours.

Holiday Period Exceptions

Support is available on Public Holidays in the relevant country using Sunday open hours. There are some exceptions around major holidays such as Christmas and Easter which will be listed below if relevant.

Christmas and New Year 2024/2025

The table below specifies the Support availability during this period (if the relevant Extended Hours option has been purchased).  Note that the highlighted periods show when the Standard or Extended Hours are different to the usual open hours for those days/times.

Non-standard due to Christmas/New Year/Public Holidays

* Support finishes at 15:00 for the following products:  SmartVision, Omnis, Sigma, JobBOSS

Also See

• How do I contact Support?

• Standard Service Level Agreement (SLA) (login to portal to see this)

• What are the differences between the Standard and Premium SLA? (login to portal to see this)