Unless an item is under warranty, where we find hardware needs to be repaired or replaced due to failure or damage the cost associated will be passed onto the customer. Where a consultant provides support, consultancy or repair services onsite, these services are not covered under the support agreement and will be charged at our standard hourly rate. With such activities, the customer will be advised that charges will apply at our standard hourly rate. The support agreement does not cover implementation services of new hardware, software or modules. Our standard hourly rate for on-site services and services outside of those covered by the Support agreement is $120 per hour exclusive of GST inclusive of travel time. We strive to provide the best possible service and to achieve this must have boundaries to ensure these services are available expediently to all our customers. IdealPOS, Kounta, NCR Silver or Vend) included in your monthly subscription or licence, we provide that extra level of support in terms of hardware, help with Internet connectivity and specific knowledge of your network and POS set up. Whilst you do also get software support from the POS software vendor (e.g. POSmate understands the importance of support and we recommend that all customers are on a Support Agreement to ensure that all staff get the highest level of POS and/or network support from our team in Adelaide for any emergency issues that may arise between 9am and 5pm 5 days a week.Įvery POSmate support agreement includes emergency phone and email support that covers an unlimited number of support incidents for POS and network hardware/software issues and assistance with general use, diagnosis, troubleshooting and resolution of problems. We promise to provide the best Point of Sale Support in the industry, this is our commitment to you, and we stick by that. You’ll have all the information you need just a few clicks away. and understands your business.Īs well as the best support in the business, you get access to our online support pages, which lets you get: While our POS System Support Staff have a wealth of knowledge, they aren’t just POS System Specialists – with an average of more than nine years’ hospitality and retail experience you’ll be talking to someone who knows I.T. We can access your POS System instantly and remotely, meaning less time spent waiting, and less downtime, we’ll get your business back on track quicker, and let you get back to serving your customers. With an average wait time of fewer than three minutes, you’ll be talking to a POS System Specialist in no time, getting your POS System back up and running faster, we’ll never leave you waiting. Our POS System Support calls are answered 24 hours a day, 7 days a week, 365 days a year, so no matter when you need us, we’ll be there. With the option of business hours support or 24/7 premium and platinum support, we’ve got a package to suit your business. When you get a POSmate Point of Sale System, you get the best Point of Sale Support possible.
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