7 days
Support coverage
Support
Fast, knowledgeable help for your EPOS. UK-based team. Clear SLAs. No waffle.
<30 min
Typical first reply
UK
Time zone & team
How to get help
Choose the route that suits the urgency and complexity of your request. For anything that impacts sales, open a ticket immediately and mark the correct severity.
- Ticketing portal: best for tracing, attachments, and SLA tracking.
- Phone: urgent incidents or when tills are down.
- Email: Quick way to open a ticket without creating an account.
- Knowledge base: step-by-step guides for common tasks.
Ticketing Portal
Create, track, and update cases. Attach logs and screenshots. Receive status notifications.
Open in new tabKnowledge Base
Setup guides, troubleshooting, and how-tos for Retail and Hospitality EPOS.
Browse articlesDocumentation
Technical docs, APIs, integrations, and release notes.
Go to docsOnboarding
Get new sites and terminals live smoothly with our proven checklist.
See onboardingSystem Status
Check current platform and service availability before raising an incident.
View statusRemote Assist
Secure screen-share for faster diagnosis with your permission.
How remote support worksSLA & Severity
We triage every case by business impact. Targets below apply during published support hours. See the full Service Level Agreement.
| Severity | Definition | Initial Response | Workaround Target | Resolution Target |
|---|---|---|---|---|
| P1 – Critical | Sales-stopping outage; no workaround. | Within 1 hour | 4 hours | Same day |
| P2 – High | Major feature degraded; significant impact. | Within 2 hours | 1 business day | 3 business days |
| P3 – Medium | Non-blocking issue or intermittent fault. | 1 business day | As needed | 5 business days |
| P4 – Low | How-to, cosmetic, suggestions. | 2 business days | — | — |
Self‑service tools
- Device health: check printer, scanner, and PDQ status from the Terminal Widgets dashboard.
- Reports: download end‑of‑day and sales reports as PDF from the Reports page.
- Backups: verify daily backups in
TILLSETTINGS/Backupsand configure retention. - Logs: collect diagnostics via Help → Export Logs on the POS terminal.
- Updates: schedule safe‑window updates outside trading hours.
For data migrations, see Migration. For payment integrations, see Payments.
Remote Assist
- Consent‑based: one‑time code before each session.
- Read‑only by default: we’ll ask before making changes.
- Audited: session details are attached to your ticket.
- Security: end‑to‑end encrypted sessions.
Frequently Asked Questions
What information should I include when opening a ticket?
Describe the business impact, affected site/terminal, exact error message, steps to reproduce, recent changes, and attach logs/screenshots. If tills are down, mark as P1.
How do I escalate an issue?
Reply ESCALATE on the ticket or call support quoting the case ID. Escalations are reviewed by a duty lead.
Do you support third‑party hardware?
Yes for recommended models listed on our Hardware page. Others are best‑effort.
When are updates released?
We ship maintenance and security updates regularly. Release notes are in Docs. Production rollouts are coordinated to avoid trading hours.
Is my data secure?
Customer data is processed under UK GDPR. Access is least‑privileged and logged. Backups are encrypted and stored separately.
Need help right now?
Open a ticket and we’ll triage by impact. If tills are down, call us after submitting so we can jump on it immediately.
Last updated: 2025-08-30