Support Policy
Last Update – Mar 3, 2025
By using the Floranext.com website or signing up or using any of the services of Terra Forma Inc. (“Floranext”), the Floranext user (“you”) is agreeing to be bound by the following Customer Support Policy (“Terms”).
Upon joining Floranext and being put on recurring billing, you are eligible to receive the following services via phone, email, help desk, chat, and, where applicable, remote support.
You can contact support at our help desk, which is located at https://support.floranext.com or by email at [email protected] or by phone at 415-906-2850. Please see our help desk for customer support hours, holiday and/or extended hours.
1.1 Floranext Point of Sale (POS)
What Floranext Covers:
Support – assisting customers with questions on the use and functionality of the Floranext Point of Sale software.
Troubleshooting – system issues or functionality that is related to the Floranext POS software.
What Floranext Does Not Cover:
Desktop/Laptop Hardware – Floranext customer support does not cover the setup, connecting, installation, updating, support, troubleshooting, or configuration of hardware. A third-party service would need to be hired. If Floranext is requested to support hardware, an hourly fee will be applied. See the printer section for more information.
External hardware – Floranext customer support does not cover the setup, connecting, installation, updating, troubleshooting, support, or configuration of any external hardware such as credit card swipers, keyboards, external hard drives, etc. A third-party service or manufacturer would need to be hired or contacted. If Floranext is requested to support hardware, a monthly fee will be applied.
Browser – Floranext customer support does not support updating, clearing cache/cookies/history, etc.
Internet connection – Floranext customer support does not support the setup, connecting installation, updating, support, troubleshooting, or configuration of your internet connection. A third-party service would need to be hired. If Floranext is requested to support, a fee will be applied.
Router / Networking – Floranext customer support does not support the setup, connecting, installation, updating, support, troubleshooting, or configuration of your router/network. A third-party service would need to be hired. If Floranext is requested to support, a fee will be applied.
Image Editing and Design – Floranext support does not cover the image editing or design of photos, including product images, blog images, banners, etc. Pre-made banners will be designed by Floranext and uploaded to the customer’s Floranext dashboard.
Formatting of Transactional Emails – Floranext support does not cover the editing of any transactional emails that are sent from the Floranext system. This is the default throughout all of the Floranext instances. A request can be made to support a feature request for formatting or changes to transactional emails.
1.2 Floranext Website
What Floranext Covers:
Support – assisting customers with questions on the use and functionality of the Floranext website software.
Troubleshooting – any system issues related to the Floranext website software.
Floranext PCI Compliance – Floranext is PCI compliant and can provide shops with Self-Assessment Questionnaire D and Attestation of Compliance information upon request.
Customer PCI Compliance – Customers are responsible for completing PCI compliance requirements from their merchants. Floranext can help assist in questions regarding questions based on Floranext, all other questions need to be answered by the customer or the customer’s merchant services.
What Floranext Does Not Cover:
Desktop/Laptop Hardware – Floranext customer support does not cover the setup, connecting, installation, updating, support, troubleshooting, or configuration of hardware. A third-party service would need to be hired. If Floranext is requested to support hardware, an hourly fee will be applied. See the printer section for more information.
Browser – Floranext customer support does not support updating, clearing cache/cookies/history, etc.
Internet connection – Floranext customer support does not support the setup, connecting installation, updating, support, troubleshooting, or configuration of your internet connection. A third-party service would need to be hired. If Floranext is requested to support, a fee will be applied.
Router / Networking – Floranext customer support does not support the setup, connecting, installation, updating, support, troubleshooting, or configuration of your router/network. A third-party service would need to be hired. If Floranext is requested to support, a fee will be applied.
Image Editing and Design – Floranext support does not cover the image editing or design of photos, including product images, blog images, banners, etc. Pre-made banners will be designed by Floranext and uploaded to the customer’s Floranext dashboard.
Customization – Floranext Support is not responsible for the setup of the customer’s website (adding products, adjusting theme, HTML creation, creating pages, etc.
Customization of Transactional emails – Floranext does not cover the editing of transactional emails. All transactional emails are set by Floranext and should not be edited to refrain from the breaking of said emails.
1.3 Floranext Wedding/Event Proposals
What Floranext Covers:
Support – assisting customers with questions on the use and functionality of the Floranext wedding/event proposal software.
Troubleshooting – any system issues that are related to the Floranext wedding/event software.
What Floranext Does Not Cover:
Desktop/Laptop Hardware – Floranext customer support does not cover the setup, connecting, installation, updating, support, troubleshooting, or configuration of hardware. A third-party service would need to be hired. If Floranext is requested to support hardware, an hourly fee will be applied. See the printer section for more information.
Browser – Floranext customer support does not support updating, clearing cache/cookies/history, etc.
Internet connection – Floranext customer support does not support the setup, connecting installation, updating, support, troubleshooting, or configuration of your internet connection. A third-party service would need to be hired. If Floranext is requested to support, a fee will be applied.
Router / Networking – Floranext customer support does not support the setup, connecting, installation, updating, support, troubleshooting, or configuration of your router/network. A third-party service would need to be hired. If Floranext is requested to support, a fee will be applied.
Image Editing and Design – Floranext support does not cover the image editing or design of photos, including product images, blog images, banners, etc. Pre-made banners will be designed by Floranext and uploaded to the customer’s Floranext dashboard.
1.4 Credit Card Services
What Floranext Covers:
USAePay
Setting up/switching Merchant profiles – These inquiries will be directed to the merchant services department at Floranext.
Fraud Modules – Floranext will help assist with setting up Fraud Modules.
Troubleshooting – Floranext will help assist in support and troubleshooting of charges and refunds via Floranext & USAePay.
Stripe
Setting up/switching Merchant profiles – These inquiries will be directed to the merchant services department at Floranext.
Troubleshooting – Floranext will help assist in the support and troubleshooting of charges and refunds via Floranext & Stripe.
What Floranext Does Not Cover:
Fees related to customer-merchant services – This support should be directed to the gateway or merchant services.
Fees related to PCI compliance – Should be directed to the gateway or merchant services.
Deposit times/dates – These are to be referenced to customer-merchant services.
1.5 New Station Setup
With signing up with Floranext, two stations are included in your package price unless agreed upon with the Sales Department. See the Cost List for the cost of each additional station charge.
What Floranext Covers:
Installation – Floranext agents will schedule a time when the installation will occur. Installation includes the adding and bookmarking of URLs, login and permission access, and configuration of ticket and receipt printers.
What Floranext Does Not Cover:
Desktop / Laptop Hardware – Floranext customer support does not cover the setup, connecting, installation, updating, or configuration of hardware. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.) See the Printer Section here, for more information.
Browser – Floranext customer support does not support updating, clearing cache/cookies/history/etc.
Internet connection – Floranext customer support does not support the setup, connecting, installation, updating, or configuration of your internet connection. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.
Router / Networking – Floranext customer support does not support the setup, connecting, installation, updating, or configuration of your router/networking. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.
1.6 Printer configuration
With signing up with Floranext, One ticket printer and two receipt printers are included in your package price. See the Cost List for the cost of each additional printer and configuration.
What Floranext Covers:
Configuration – Floranext covers one (1) complimentary configuration of printer profile to print tickets or receipts via Floranext software per station per month. Each additional configuration of a printer is an additional charge. See the Cost list for the cost of each configuration. The printer must be pre-installed and able to print documents before configuration can occur. If installation and printing do not occur before configuration, another appointment will be scheduled at that time.
Support – Assisting customers with questions on the use and functionality of printing from the Floranext software.
Troubleshooting – Any system issues that are related to the Floranext software that generates no printed or altered documents)
What Floranext Does Not Cover:
Desktop / Laptop Hardware – Floranext customer support does not cover the setup, connecting, installation, updating, or configuration of hardware. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.) See the Printer Section here, for more information.
Installation – Floranext customer support does not support the installation and set up of ticket/receipt Printers. It is the customer’s responsibility to have printers installed and able to print before configuration. A third-party service would need to be hired. If Floranext is requested to support the installation of printer hardware, a monthly fee will be applied.
Internet connection – Floranext customer support does not support the setup, connecting, installation, updating, or configuration of your internet connection. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.
Router / Networking – Floranext customer support does not support the setup, connecting, installation, updating, or configuration of your router/networking. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.
1.7 QuickBooks Online Integration
What Floranext Covers:
Configuration – Floranext covers the configuration of the integration of Quickbooks Online and Floranext. Quickbooks online needs to be previously purchased by the customer before configuration and integration. If purchasing does not occur before configuration, another appointment will be scheduled at that time. Floranext / Quickbooks Online integration only allows for one state tax and one system. If you have multiple shops, you would need to purchase additional Quickbooks online accounts.
Support – Assisting customers with questions on the use and functionality of exporting orders from Floranext to Quickbooks online
Troubleshooting – Relating to any system to the Floranext orders exporting to Quickbooks online.
What Floranext Does Not Cover:
Desktop / Laptop Hardware – Floranext customer support does not cover the setup, connecting, installation, updating, or configuration of hardware. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied. See the Printer Section, for more information.
Purchasing – Floranext customer support does not support the purchasing and setting up of Quickbooks Online. It is the customer’s responsibility to have purchased Quickbooks online and set up all settings before configuration. A third-party service would need to be hired. If Floranext is requested to support purchasing or complete the setup of settings, a monthly fee will be applied.
Support – As mentioned above, Floranext only covers the support of orders exporting from Floranext into Quickbooks online. For any other support related to Quickbooks Online, the shop would need to contact Quickbooks Online for additional support.
Internet connection – Floranext customer support does not support the setup, connecting, installation, updating, or configuration of your internet connection. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.
Router / Networking – Floranext customer support does not support the setup, connecting, installation, updating, or configuration of your router/networking. A third-party service would need to be hired. If Floranext is requested to support hardware, a monthly fee will be applied.
1.8 Other Notes
Time constraints
We try to limit each call to 15-30 minutes, if we expect the call to last longer than this time, we will schedule a call back at a later time so we may focus on the task.
Appointments
Floranext Support will schedule appointments based on the task and severity. Appointments will be scheduled for but not limited to printer configurations, new Station set-ups, training, walkthroughs, etc.
Appointments will be scheduled 24 hours in advance with a Floranext support agent.
Feature Requests
Floranext is always improving the software programs and will take any submissions from feature requests from shops. In regards to feature requests, we cannot guarantee this feature will be created or implemented and will go through a screening process from the Floranext Product team.