FAQ Support Pricing Policy Change

Why is the support fee for VM Desktop changing?

With the increasing cost of providing 24×7 support and  secure credit card transactions for desktop users, we will be increasing the monthly Desktop support price.

The new monthly price for support effective October 1st for VM Desktop will be a base price of $275 per month for installed customers not under a subscription, which includes online and telephone support.

Can I move to VM Cloud instead?

Yes, if you would prefer to move to VM Cloud, you can select the VM Cloud update option and gain unlimited user access plus MOP housekeeping free for 90 days.

Base price per month for VM Cloud is $250 and includes both online and telephone support. Migration fees may apply.  

Are there any migration fees due if I choose to Update to VM Cloud?

Migration to VM Cloud normally costs $1190. However, if you choose to sign up for EMV with Fortis or Shift4 payment processing, your migration fees will be waived.  

Can I stay on VM Desktop and lower my support option instead?

Yes, if you would prefer to stay on VM Desktop Stay on desktop with 24×7 electronic support only, you can choose this option for $250 per month.

This option excludes phone support. EMV/Secure Credit Card Processing is required to remain on Desktop.

How long do I have to decide?

You have until 9/7/22 to make your selection. If we do not receive a selection, your monthly desktop support will be billed at $275 effective October 1st.

What is migration and how long does it take? What is involved?
Migrating from Desktop to cloud is simply moving your hotel data from on-site computers to secure data centers in the cloud. In addition to the new features and functionality we are building into Visual Matrix Cloud software, data is backed up and kept secure automatically and you can access and manage your property from anywhere.

Migration normally takes about 2-3 hours on the day it is scheduled.

If you choose this option, you will be assigned to a member of our Implementation Team to guide you through the process.

If I switch to Cloud, will I need to upgrade my computers? What are the minimum specifications needed?

Not necessarily.  The specifications for Visual Matrix Desktop and Visual Matrix Cloud are very similar. You can find the full list of system requirements here.

If I switch to Cloud, will I need internal tech support or do you help me?

When you switch to the cloud, we will support you through the entire process of migration. The solution you choose will determine what type of support is continued at your property after the migration. 

What happens if my team calls support anyway and we don't have that plan?

Support calls will be prioritized by solution options. An additional service charge may be applied to any accounts for calls answered outside of the solution options. Callers will be referred to the appropriate level of support. 

Would training help me reduce my need for support? How do I get my tream trained?
Training can drastically reduce the need for support. Our Knowledge Base has a full employee training plan available for your hotel to use as a training guide, available here.
Additional resources for training are located at Empower U, the Visual Matrix University, and on our customer portal.
What is MOP?
Automate your hotel’s commonly executed tasks with our Mobile Operating Platform (MOP), complete with a built-in, one-tap panic button, available as an added feature.

MOP is an easy way to save time and money by keeping your busy front desk, housekeeping, and maintenance staff connected to the real-time information they need to work smarter, faster, and better without all the paperwork.

Learn more about MOP here or call for a demo today and take your hotel’s operation to a whole new level of efficiency and safety!

Do I get a Panic Button with MOP?

Yes! MOP includes panic button functionality.

With MOP and Panic Button, do I need to buy devices for my staff? How much do they cost and where can I get them?
You can use existing devices but it is recommended that you purchase small tablets or devices for your team.
There are several lower cost solutions we recommend. Some options include phones as low as $39.95 per phone. Speak to your sales representative for more information.
It is recommended that every employee on your property that may ever be asked to perform a physical task should, as a best practice, be equipped with a device during their shift. The Front Desk and office team will work off the existing terminals.
Is VM Desktop being discontinued?

No, VM Desktop is not being discontinued. The new pricing for VM Desktop reflects the increasing cost of providing 24×7 support and secure credit card transactions for desktop users and will take effect on October 1st.

How can we help?