We pride ourself on extremely high levels of support and rate it as second to none. There are two standard service level agreements (SLA) however tailored packages can be created.
Our support helpline runs from 8am to 10pm, Monday to Sunday depending on which SLA you choose when purchasing the system.
Our technical support team are highly trained with all aspects of NPoS and any problems that may occur. Most calls are completed within the first call however, if you have a slightly trickier problem the Product Development Team are always at hand to clear these matters up. Unlike other helpdesks, with us, once you have logged the call and got your call log reference number, you get straight through to one of our support staff who are based in the UK, in the same building and do not read from script. The root cause of the problem is diagnosed and dealt with rather than putting a quick work around in place.
Not only are our support staff highly trained in all aspects of NPoS but we have a team of hardware specialists that, if for any reason there is a problem with a barcode scanner, receipt printer etc, they can help diagnose and fix this problem.
With a combination of on-site, telephone and remote desktop support we can always ensure to fix any problems that you may have ensuring minimal downtime to your business.
Our call logging system ensures that any problems that require attention are always dealt with and no customer ends up waiting for a response.
Security is of upmost importance so any remote access software we use features completely secure data channels with key exchange and AES (256 bit) session encoding, the same security standard used by https/SSL.