Question 1

What kind of support can I expect?

Accepted Answer

Celery provides comprehensive support to ensure your operations run smoothly, including:

• 24/7 emergence support via email and phone,
 • Dedicated account management,
 • Weekly software updates with new features and enhancements,
 • Extensive training & handholding during & after onboarding.

Our commitment to your success is unwavering, with a support team ready to assist with any queries.

Question 2

Will I get future updates?

Accepted Answer

Yes.  Celery rolls out software updates proactively on a weekly basis to new & long-time clients alike.

• Updates are automatically ensuring that your system remains up-to-date without the need for manual intervention. 
 • Maintenance in off-peak hours to minimise impact on business operations.

New features, & improvements ensure every client benefits from the latest protections & valued feedback from thousands of users.

Question 3

Can I provide feedback to get exactly what I want?

Accepted Answer

Please do!  We obsess about learning our clients' current & future needs to solve problems & automate processes that make everyone's life easier.
As a client you will have access to:
 • Feedback Portals: for direct submission of your suggestions and improvements, ensuring they are logged and reviewed by our product team.
 • Email: Directly monitored by our product management team who will personally get in touch with you to explore your valued ideas.
 • Direct Contact with Your Account Manager: Your dedicated account manager is always ready to discuss any feedback or suggestions you have. They can directly relay your ideas to the product development team.
 • Feedback Sessions: Celery periodically invites customers to participate in surveys and feedback sessions. These are excellent opportunities to voice your thoughts on what enhancements and new features you would like to see.
 • Purchase Customisation: If you require something truly custom for your enterprise requirements, we are always ready to explore this possibility.

Question 4

Does Celery support Enterprise Brands?

Accepted Answer

Yes. Celery is first & foremost built for the scale of Franchises, & Chains.

No matter if all your outlets are corporate run or partially franchised, Celery can handle any number of FnB outlets in your group.

Businesses operating 5 or more outlets are eligible for our Enterprise services which include a dedicated Success Manager, & access to our Partner API.

Question 5

Do you guarantee Service Uptime or Support Response times?

Accepted Answer

Yes! As part of our continuously growing commitments to serious support for all our customers, we guarantee you will find the right person at the right time to help you with whatever you need.

Here's the gist:

• Service Uptime Guarantee:
    • Celery offers a robust 99% uptime guarantee for its cloud services, ensuring that your operations run smoothly with minimal interruptions. This commitment is supported by our resilient infrastructure and proactive monitoring systems designed to maintain continuous service availability.
 • Support Response Times:
    • 24/7 Emergency Support: For urgent issues, Celery provides around-the-clock emergency phone support, guaranteeing that help is available whenever you need it.
    • Standard Support Requests: For non-emergency support needs, Celery promises a response time within 48 hours, ensuring that any queries or concerns are resolved efficiently.

Our dedicated support team is committed to providing timely and effective solutions to keep your operations running smoothly.

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