The annual hardware maintenance fee ($2,000 +GST) is payable by all owners of RIW enabled kiosks or tablet devices. It is charged on initial hardware procurement and then the anniversary of each device. The fee covers:

 

Software and product support

Kiosk software is updated regularly to meet industry needs to ensure it interfaces seamlessly with the RIW System. Kiosk software is managed by our third-party provider TIKS and requires a different development cycle to an RIW System upgrade.

 

Technical support maintenance services

If you have a problem with a hardware device, you can lodge a RIW Hardware Technical Support Service Request on the RIW website. If the matter is more urgent and out of hours, you can contact the RIW Service Desk direct on 1300 101 682. Our team will triage the issue and, if required, organise an out of hours maintenance call. 

 

Sites only need to pay a call-out fee where the issue or cause is found to be the site's fault, for example, physical damage to the hardware such as a broken screen. 

 

A call-out fee will not be charged if the fault is out of the site's control, such as a hardware malfunction still within the warranty period.  If the device needs to be returned to the manufacturer, this will be at the owner's cost, as per the return-to-base warranty.

 

Please refer to the RIW Knowledge Centre article How to submit a hardware maintenance or technical support request for further information about the maintenance priority levels and response times.

 

Site hardware moves 

If you need to move a kiosk or tablet device from one site to another, you can lodge a Relocation of Site Hardware Service Request on the RIW website. The RIW Service Desk will manage the software re-configuration, free under the annual hardware maintenance fee.  Please note that the physical movement of hardware is at the owner's expense and management.

---

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000286362

---