Emergency Telephone – 1300 76 76 88, please leave a message with your name, site and phone number if we cannot answer immediately and we will call you back promptly.
Email – email@example.com – please use email for non-urgent requests and requests of a general nature and we will respond within 24 hours.
*Please note: we cannot guarantee a response to text messages to our staff’s personal mobile phones so this shouldn’t be used to request emergency support.
Customers without a POSmate Support Agreement
Customers that are not on a current Support Agreement that have an issue will still be offered support on a best effort basis and will be charged at our standard rates of service with a minimum charge of $150 exclusive of GST per hour per incident.
POS Vendor Support Contact Details
All Point of Sale customers using IdealPOS, imPOS, Kounta, Menumate or Vend can contact the respective Vendor’s Support departments for assistance with questions relating to their products, feature requests, bug reports or troubleshooting help.
Please note, hardware support is generally best directed to POSmate as we have the intimate knowledge of your specific site.
POSmate Support Agreement Definition
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.
Every 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.
Whilst you do also get software support from the POS software vendor (e.g. IdealPOS, Kounta 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.
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.
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.
The support agreement does not cover implementation services of new hardware, software or modules. With such activities, the customer will be advised that charges will apply at our standard hourly rate.
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.
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.
The support agreement does not cover in depth user training and anything over 15 minutes would require structured training either remotely or onsite, chargeable at our standard hourly rate.
The support agreement doesn’t cover time our experienced team spends consulting on improvements in the way you use your software, or ideas you have to make your business more efficient. Consulting such as this will be chargeable at our standard hourly rate.
Please review this document to understand exactly what services are covered under your specific Support Agreement.