Support....

At Salon Iris ltd the sole distributors of Orchid Medical Spa software, we believe
in providing more than just solutions. Our technical support team is committed to customer
service excellence. Software technical support is available in any of the following formats:

User's Guide
Orchid Medical Spa Software comes with a complete User's Guide which can be accessed
in any of the following ways: In Salon Iris from the Help pull-down menu.

Free Training Videos
Orchid Medical Spa Software comes with training videos. Each video is about 2 to 3 minutes each and shows how to use the basic features in Orchid Medical Spa Software . These videos can be viewed by selecting the training tutorials option on the supplied Orchid Medical Spa Software CD.

Free Same Version Software Updates for life
All same version software updates are free for the life of that version. Current users of version 8 Orchid Medical Spa Software can upgrade to the newest version or a different package by visiting our Updates page.

E-mail Support
All e-mail support is free for the first two years after purchase. Send all e-mail support questions to support@medsspa.co.uk .

Phone Support
All phone support is free for the first 90 days up to two hours of total time by calling our technical support line. If you have internet access, we can also connect live to your computer and provide support so you can visually see what our technical support person is instructing. Support is available Monday - Friday 9:00 AM to 5:00 PM.

Software Technical Support: +44 (0)121 314 4402

After First 90 Days
After the first 90 days, additional phone support can be purchased by the hour or month.

Additional Phone Support by the Hour
After the first 90 days, additional hours of technical support can be purchased at £39 per hour or part thereof. This can include remote access support / training. Please note that your salon PC will require a high speed internet connection for this facility.

Additional Phone Support by the Month
After the first 90 days, additional months of technical support can be purchased at £249. This provides up to 8 hours of support. Hours are not transferable from month to month. This can include remote access support / training. Please note that your salon PC will require a high speed internet connection for this facility.

How we handle Support Calls

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

Telephone support calls are answered by our support team members, however when busy these calls will be taken by our receptionists. 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 an hour, depending on the support desk workload.

Other Policies
For all other issues, including returns, lost serial numbers and passwords, please visit our Policies page.