Electronic Point of Sale (EPOS) technology is at the heart of supporting the customer service experience within today’s retail, leisure and hospitality environments. Minimizing EPOS downtime is therefore critical to daily operations, whether that’s processing transactions and orders or printing tickets.
Esteem has a specialist, experienced team that supports and maintains EPOS systems for organizations across the UK, including high street retailers, hotels, cinemas, restaurants and leisure clubs. We simply aim to keep your systems up and running so that your business runs smoothly and efficiently.
Our service priorities:
- Minimise impact on your customer service levels By responding quickly to your EPOS issues. Whether this involves on-site maintenance or temporarily swapping your equipment and repairing it off-site.
- Service EPOS systems Through our specialist team of engineers.
- Zero disruption to your business
By maintaining and servicing your systems during trading hours and to extend an enhanced service to cover peak times, if required. For example during Christmas and sale periods.
What Information Do I Need Before I Call?
When you call our Support Desk, you will first be asked for your account number or site address. This enables us to view your details on our system. Details of the equipment or software with the fault will then be required - this allows us to ascertain the contract status of the particular unit. We ask that you be as accurate as possible, as incorrect information could lead to a delay in responding to your problem.
You will be given a unique Case Reference Number that will allow us to track your calls - please make a note of this and quote it whenever you contact us regarding this issue.
What Priority Can My Call Be Given?
All calls coming into our support desks are logged individually and then assessed in priority. As you can imagine, calls vary in urgency, from requests for clarification on reports to system failures, and only by receiving correct and accurate information are we able to prioritize correctly.
How Long Can I Expect to Wait For a
We endeavor to respond to all calls within the parameters of your service level agreement. However, we would appreciate your patience when dealing with low priority calls to enable our support engineers to deal with more critical problems first.
We highly value all our customers and would
like to assure you of our continued commitment to support your and your
business as professionally and efficiently as possible.
Beyond Stock Support Line: 02080993122
(Option 1 for Support)
Support Email - firstname.lastname@example.org
What About Out Of Office Hours?
Our Out Of Hours service operates between the following hours:
Monday to Friday - 9.00 am to 18.00 pm
Saturday, Sunday and Public Holidays - Emergency support only (Same number option
Please call 02080993122 and press option 1
to be put through to our out of hours service
You will be connected to our out-of-hours switchboard personnel, who will request your customer name and number (refer to your out-of-hours contract details), your personal name, a telephone number to reach you on and a description of the problem, after which an engineer will contact you.