Support for peace of mind
Should the unexpected happen you need it resolving as quickly as possible to keep doing business. We offer two options for support.
Maintenance packages are calculated based on your individual set up. Maintenance includes support and annual software updates, as well as training and a dedicated account manager (with the standard package).
Maintenance options:
- Basic maintenance package
This is for software only and doesn’t include our annual training allowance. It does however give you support, both remote and on-site for all your EPoS software included in your bespoke package.
- Standard maintenance package
This is our full bells and whistles package. It covers all the software and hardware you have selected. Again, this includes remote and on-site support as required. You also get 16 hours of training provision every year.
Software upgrades
Your software will always be up to date and we will be on hand to oversee remote system updates.
Service level agreements
When logging an issue with us we have four service levels for the resolution of your issue. Often we can sort things out straightaway, but you can use the levels below as a guide:
- A = Critical business impact – where we agree the issue causes you to cease trading we will provide a 4 hour fix/resolution time*+. This is often caused by a hardware failure and we will deploy an engineer to site.
- B = Serious business impact – where we agree the issue seriously impacts on your trading but you are able to carry on with a work around, we will provide an 8 hour fix/resolution time*. These issues can often be resolved remotely but if not we can deploy an engineer to site.
- C = Minor business impact – where we agree the issue affects or has affected business performance but trading can continue, we will provide a 40 hour fix/resolution time*. This is often caused by a temporary software or hardware issue that we can resolve remotely.
- D = No business impact – where we agree there is an issue but there is little or no impact on business performance and trading, we will provide an 80 hour fix/resolution time*. These issues can usually be rectified over the phone straightaway.
*these resolution times are subject to our opening hours of Monday to Friday from 9am to 5pm, excluding Christmas Day, Boxing Day and New Year’s Day. Unless we have pre arranged specialist support to be available to you for a specific event or launch.
+not available for single terminal installations.
