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POS Support Plans

All our POS System Packages and Remote Setup Packages come with 30 days after sales support and lifetime access to our self-help resources, including online user guides and our ever expanding library of articles and video tutorials.

For added peace of mind, we offer a number of POS Support Plans to suit your needs.

If you wish to sign up to any of our support plans, please contact us on 020 3870 3888 or email support@chinesepos.co.uk.  If you have only one POS terminal, and do not currently pay us by direct debit for any other services, you may click the “Sign Up” links below to sign up immediately by direct debit.

For support, call 020 3870 3888 or email support@chinesepos.co.uk

Across all plans, we aim to respond to all support requests within 30 minutes during business hours. We also aim to respond promptly to any business critical issues out of hours whenever possible.

Standard

£25+VAT

per terminal per month

or £250+VAT annually

  • Unlimited access to self-help resources including user guides, articles and video tutorials

  • Unlimited support requests by phone & email

  • Remote support provided via internet

  • Help with using existing features & resolving any software related issues

  • Help with software/hardware configuration changes

  • Help with hardware issues

  • Loan hardware if warranty repair is necessary

  • Daily Online Backup

  • Menu Item Changes

  • Menu Price Changes

Most popular

Professional

£30+VAT

per terminal per month

or £300+VAT annually

  • Unlimited access to self-help resources including user guides, articles and video tutorials

  • Unlimited support requests by phone & email

  • Remote support provided via internet

  • Help with using existing features & resolving any software related issues

  • Help with software/hardware configuration changes

  • Help with hardware issues

  • Loan hardware if warranty repair is necessary

  • Daily Online Backup Online Backup provides daily backups of your POS database to our secure online backup storage. Daily backups retained for 30 days

  • Menu Item Changes

  • Menu Price Changes

Premium

£40+VAT

per terminal per month

or £400+VAT annually

  • Unlimited access to self-help resources including user guides, articles and video tutorials

  • Unlimited support requests by phone & email

  • Remote support provided via internet

  • Help with using existing features & resolving any software related issues

  • Help with software/hardware configuration changes

  • Help with hardware issues

  • Loan hardware if warranty repair is necessary

  • Daily Online Backup Online Backup provides daily backups of your POS database to our secure online backup storage. Daily backups retained for 30 days

  • Unlimited Menu Item Changes Let us take the stress out of keeping your menu up to date. Includes adding new menu items, changes to existing items, add/change modifiers, set menus, offers, etc.

  • Unlimited Menu Price Changes

Support Terms

Below are the terms of our support plans which are in addition to our standard terms.

  1. General: All POS System Package orders and Remote Software Setup Packages include 30 days after sales support. Support is available by phone or email, Monday to Friday between 09:00 to 18:00 GMT (UK), excluding public holidays. Guaranteed response to business critical issues is within 4 hours during our business hours. Response for non-critical issues is generally within one working day. On-site support is only provided for hardware issues where phone or remote support cannot resolve the reported issue, and where the support contract / quotation clearly states that on-site support is included as part of the service. On-site support can only be provided within 10:00 – 18:00 GMT (UK) where customer is based within UK. Guaranteed response is not applicable for on-site support. Support does not cover removal of any virus / malware or any related issues. We recommend antivirus software is installed and kept up to date to prevent any infection.
  2. Contact methods: Phone support will only be provided via our support line +44 (0)20 3870 3888.  Calls to this number are recorded.  For email support, please send your request to support@chinesepos.co.uk – you will receive an immediate automated response with your support ticket number and can then receive updates via email or our online support system.
  3. Out of Hours Support: Out of hours or weekend support is not included as standard, however we do monitor our support channels out of hours and aim to respond to any business critical issues received during this time whenever possible, although no guarantees are made.  It is recommended to email if you require support out of hours for the fastest response.
  4. Software Support: Assistance with software issues related only to our POS software provided.  Help with using existing features of the software setup provided.
  5. Hardware Support: Assistance with hardware related issues is only provided for hardware supplied by our company.
  6. Menu Item / Price Changes: Menu Item Changes and Menu Price Changes are only provided in our Premium Support Plan.  On other plans, we will assist to show you how to make the changes yourself.  For Menu Item Changes, this includes adding / changing menu items, properties, modifiers (order tags), as well as assistance in setting up special offers, set menus.  Any menu changes should be provided in electronic format wherever possible.  For Menu Price Changes, this includes changing menu item prices, modifier (order tag) prices, special offer prices, set menu prices.  Any menu price changes should be provided in electronic format wherever possible.
  7. Payment: All monthly plans must be paid for by direct debit or recurring credit/debit card payment.  In addition, annual plans may be paid for by bank transfer.  No support will be provided until payment for the current period has been received in full.
  8. Support Renewal: Support may be purchased or renewed prior to expiry of any included support at the current monthly or annual rate. Price is subject to change without notice.
  9. Hardware Warranty: First year manufacturer’s warranty for all hardware included unless otherwise stated. Warranty does not cover accidental or malicious damage or general wear and tear.
  10. Free Gifts: Free Gifts or zero price items are not covered by any warranty or support service.
  11. Data Integrity: The customer assumes all responsibility for the data stored on the system. In the event of any hardware failure, we will make reasonable effort to recover any data if the software is provided by us, however it is recommended the customer signs up for our Online Backup service to protect against such eventualities.
  12. Liability: StoreSeen (UK) Limited takes no liability in the event of any losses incurred due to any failures, irrespective where the responsibility lies.
  13. Internet Connectivity: Internet access is required for provision of support. It is the customer’s responsibility to ensure internet is set up and maintained during the entire support term.  Guaranteed response times quoted above assume internet connectivity is available for the entire guarantee period.
  14. Bespoke functionality: Unless specified, prices quoted do not include any bespoke functionality.
  15. Minimum Term: Support plans have a minimum term of 3 months.
  16. Cancellation: Support plans may be cancelled giving one month notice after the Minimum Term.  No refund will be given for any unused support period already paid for.
  17. Fair Usage: For all services we provide, a fair usage policy exists with the intention of ensuring we can provide a consistent quality service to all our customers.  We may, at our discretion, reduce or refuse the service we provide in circumstances where the support requests received are either deemed to be inappropriate or are excessively related to the same matter.  Furthermore, we reserve the right to refuse certain support requests within the first 14 days of a new support plan where we believe the issue has existed prior to joining the support plan.  In this case, we may still provide support for the request for an additional one-off cost.  For the benefit of doubt, a “new support plan” is when a customer joins a support plan with a gap between the expiry of any existing support plan, whether an included or paid support plan.
  18. Delays: StoreSeen (UK) Limited cannot be held responsible for any delays of any support due to circumstances out-with our control. These include, but not limited to, change of installation date by customer, non-receipt of full payment prior to installation, unsuitable installation environment/location, being unable to connect to customer’s system via internet and being unable to access customer premises when required.
  19. Disputes: In the event of any dispute, StoreSeen (UK) Limited management decision is final.