POS System Support

The hospitality industry doesn’t work 9am to 5pm, so neither do we, POSmate’s Point of Sale System Support staff work around the clock to make sure your POSmate POS system is always running smoothly.

If you require Customer Support, please call:

1300 76 76 88

Why POS System Support is Important for Your Business

Support for your Point of Sale System is more than just a phone line to call, or a ‘nice to have’ feature.

Proper POS System Support provides a lifeline for your business in the event of any errors, issues, or downtime, to get you back on your feet faster.

Knowing that help is just a phone call away means that any unexpected error, failure, or system inconsistency can be taken care of with minimum stress.

Don’t panic – let POSmate POS System Support handle it.

POS System Support means that your business will be back up and running faster, saving your business time and money.

Instead of tinkering around in the POS System yourself, or poring through tedious POS System manuals to find the solution, you get access to a POS System Support staff who can diagnose your POS System with a few simple keystrokes.

With POS System Support, you don’t just get a one-size-fits-all approach, you get a team of experts looking at your POS System, who know it inside and out and are specially trained to work on your Point of Sale Software.

Proper POS System Support means there’s always someone there to answer your questions and guide you through your POS Software.

You’ll get a better understanding of your POS System and be able to run your business in a more efficient way.

Why POSmate’s POS System Support is the Best in the Business

When you get a POSmate Point of Sale System, you get the best Point of Sale Support possible. With the option of business hours support or 24/7 premium and platinum support, we’ve got a package to suit your business.

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 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.

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.

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. and understands your business.

As well as the best support in the business, you get access to our online support pages, which lets you get:

  • Product information
  • Training manuals
  • POS vendor contact details
  • Video tutorials
  • Step-by-step guides

You’ll have all the information you need just a few clicks away.

We promise to provide the best Point of Sale Support in the industry, this is our commitment to you, and we stick by that.

Your Support Options

With a POSmate POS System, you choose the level of support that works for you, we won’t push you.

You have the option of opting out of support entirely after your first 12 months with us – however, we’ve found that more than 95% of customers choose to continue or upgrade their support plan at the end of this period.

From the one-man band to the multinational company, we’ve got a Point of Sale Support option to suit you.

BRONZE SUPPORT

  • This support package has all support services available at a best effort basis and will be charged at our standard rates of service. You get:

    • Email Support
    • Phone Support
    • Phone Support After Hours
    • On-site Support
    • On-site Support After Hours
    • Remote Access Support

SILVER SUPPORT

  • This Silver Support package all services available at the 1st tier discounted rate. You get:

    • Email Support
    • Phone Support
    • Phone Support After Hours
    • On-site Support
    • On-site Support After Hours
    • Remote Access Support
    • Online System Monitoring
    • Loan Equipment Available

GOLD SUPPORT

  • The Gold Support package all services available at the 2nd tier discounted rate. You get:

    • Email Support
    • Phone Support
    • Phone Support After Hours
    • On-site Support
    • On-site Support After Hours
    • Remote Access Support
    • Online System Monitoring
    • Loan Equipment Available
    • Return to Base Warranty

PLATINUM SUPPORT

  • The Platinum Support package all services available at the 3rd tier discounted rate, you get:

    • Email Support
    • Phone Support
    • Phone Support After Hours
    • On-site Support
    • On-site Support After Hours
    • Remote Access Support
    • Online System Monitoring
    • Loan Equipment Available
    • Return to Base Warranty
    • Data Backup of your System

Customers with a current POSmate Support Agreement

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 – support@posmate.com.au – 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, NCR Silver, Retail Express 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.

IdealPOS – Tel (07) 3630 2455   Email – support@ideapos.com.au

imPOS – Tel 1300 780 268   Email – support@impos.com.au

Kounta – Tel (02) 8599 2247   Email – support@kounta.com or use Online chat from the POS Screen

Menumate – Tel +64 800 657 300   Email – support@menumate.com

NCR Silver – Tel 1800 940 975   Email – customercare@ncr.com

Retail Express – Tel 1300 674 214  

Vend – Tel (03) 8593 7854   Email – support@vendhq.com or use Online chat from the POS Screen

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, 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.

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.

Implementation Tasks
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.

On-Site Services
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.

Hardware Replacement
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.

User Training
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.

Consulting Services
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.

POSmate Support Resources & Utilities

(Use only under instructions from POSmate Support Staff)

POSmate Quick Support

Adhoc Client Support

Download -> Run -> Provide ID and Password

POSmate Host Support

POSmate POS Terminals ONLY

Download -> Run -> Click Allow for POSmate Support

POSmate Quick Join Meeting

POSmate Scheduled Meeting

Download -> Run -> Provide Meeting ID

Want to learn more about our POS System Support features?
Get in touch via the contact form or call us on 1300 76 76 88