We ensure our support staff and field engineers are familiar with your operations, so we can quickly resolve issues and directly tailor to your needs. We don’t hide the cost of our support, nor do we apply any hidden charges. Our support packages are some of the cheapest on the market, with some of the best results.
Since we provide your EPOS systems based on your needs it is rare for any two deployments to be identical, so engineers will check with staff that other equipment is working correctly. If required, they will log this equipment with our service desk for further analysis or even replace the part at the time themselves, resulting in minimal future disruption.
The equipment provided by us is still under Warranty. Our Hardware plans include the replacement of any parts, if engineers need to take equipment away for repair, loan equipment is made available.
Our service desk, warehouse, repair centres, and on-site engineers are all training in the P2PE procedure, so any interactions with your payment devices will be fully PCI compliant.
ALL Packages require a connection to the Internet. This Internet connection is your responsibility to maintain. If an engineer is unable to connect to your equipment through loss or disconnection of Internet the SLA is invalid.
* We will arrange for an appointed engineer to attend site to resolve issues within 2 Working days. If the engineer is unable to fix the equipment on site, loan equipment may be made available subject to our discretion. NO onsite visits are included unless (a) We have been able to connect to the system over the internet, (b) We explicitly seek to provide an engineer, (c) We do not send engineers on your request, we must be unable to remedy repairs remotely for an onsite engineer to be considered.
** With System / Operating System Issues we will aim to resolve your issue within 4 Working Hours of receipt of the details. Menu Changes and Promotional adjustments are provided FOC within reasonable timeframes.
*** Remote backups will be performed and data held on our servers. Data will be secured and encrypted off-site.
Our engineers are directly employed by us, which means that they’re well-trained, experienced and able to resolve your issue as soon as possible. As calls are logged by our service desk, our engineer is given all the information about the problem, minimising their necessary time on-site.
We not only offer phone support but support by popular channels such as WhatsApp, Telegram, SMS, Online and Email meaning you can communicate easily with us using methods you prefer.
We know that when an engineer attends your site, they need to fix the issue as quickly as possible, on the first visit. We invest in replacement stock so that our engineers have the necessary equipment to fix the issue. All stock is tracked in real-time on our bespoke service management systems, so we know our engineers always have the right parts.
Please don’t hesitate to call even if it’s for a quick question, our team are on hand round the clock and are ready for new clients and ventures! We look forward to hearing from you.
6 Saint Peters Walk
Droitwich, Worcestershire
WR9 8EU
Or Call Us On 01905 790615
