Vision ScanBarcode Intelligence
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Enterprise support, SLA & onboarding

Vision Scan backs pharmacy receiving teams with plan-driven support, integration assistance, and a structured enterprise onboarding path. Specific response-hour and SLA numbers are published only after staffing and legal approval.

Support tracks

Trial & evaluation supportTrial

Guidance for teams evaluating Vision Scan, including integration assistance and sample workflows.

  • Integration assistance for connecting your scanner SDK and enterprise systems
  • Guidance on the receive-and-validate, scan-and-count, find-and-pick, and focused-rescue workflows
  • Access to documentation and community support channels

Production supportProduction

Ongoing support for live pharmacy receiving operations using Vision Scan.

  • Support for production receiving operations and device fleets
  • Device validation and firmware guidance
  • Escalation paths for operational incidents

Support tiers

Standard

Core support for production receiving operations.

  • Business-hours response for standard requests
  • Access to status and known-issue communications
  • Configuration and workflow guidance

Enterprise

Enhanced support and onboarding for larger deployments.

  • Named onboarding and integration assistance
  • Prioritized escalation for operational incidents
  • Coordinated device qualification and rollout planning

Response targets

Response targets are plan-driven and described by capability. Specific hours and percentages are published only after staffing and legal approval.

Customer responsibilities & supported versions

  • Maintain supported device firmware and OS versions
  • Provide a designated technical contact for production incidents
  • Follow documented onboarding and change-window guidance

Supported versions

  • Vision Scan mobile scanning client (current and one prior minor version)
  • Supported scanner SDK versions documented in the integration guide
  • API integration via the published versioned OpenAPI contract

A signed BAA / DPA is required for the production support track.

Enterprise onboarding

  1. Scope review: confirm receiving workflow, device fleet, and integration points
  2. Integration assistance: connect scanner SDK and enterprise systems via the published OpenAPI contract
  3. Device qualification: validate supported devices and firmware
  4. Pilot rollout: run a focused rescue and receive-and-validate pilot
  5. Production handover: enable production support and escalation paths

Contact & escalation