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Welcome to the Intelligent Retail
services page.
We understand how important our
products become to retailers and developed
IntelliCare,
an industry leading support service
to ensure maximum care for you. |
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IntelliCare is our care program for
our
customers. The first year is built in to the initial system price,
Subsequent years are charged at
a nominal rate.
IntelliCare customers receive access to three levels of
support which include telephone and on-site support when
required.
We
are very proud that our 'Connect' range of products have built in intelligence to
accept new updates via a simple telephone line or broadband internet
connection. Also, an engineer
can connect remotely to quickly establish the cause for the problem
and efficiently repair it.
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How it works
Support comes in three service
levels. A call will rapidly escalate up through the service levels
until the problem is solved. This approach offers the absolute
fastest fix times for you at minimum inconvenience. When you make a
call to us, this is how we will respond:
Level 1
Telephone support services are available Monday to
Friday 8:30am to 5:30pm. Support engineers are expertly trained to
diagnose and repair the equipment very quickly via telephone.
Almost all calls are solved here.
Level 2
Where appropriate, an engineer will remotely connect to your system over a
secure internet link to diagnose the problem directly.
Engineers can also apply software updates remotely, so more
difficult problems can be solved rapidly.
Level 3
If the system is still not operational, an engineer
will be assigned to your site. This will normally be next day
depending upon your agreement. The engineer will be an
expert on the system and will carry spares to repair or replace
any item of hardware as necessary.
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