Support Services

What's included?

We understand how important our products become to retailers and so we offer an industry leading support service to ensure maximum care for you.

Helpdesk support

Our Helpdesk support services offer three levels of support which includes phone and email support. Our technical support agents can remotely connect to your Connect EPoS system to quickly establish the cause of an issue and work to efficiently repair it. We also have a range of maintenance service options, including on-site hardware support where an engineer will visit your site.

Support (Main Line): 0845 6800 127*

Support (Alternative): 01635 517900

[email protected]

Online support site

With our online support site customers can log a support case or question, and track the progress of a case at any time. There is also a knowledgebase and library of hints and tips on making the most out of the Connect EPoS System.

Connect updates

We are very proud that Connect products have built in intelligence to accept new updates via a simple telephone line or broadband internet connection. Support includes free updates to the latest products upgrades and many enhancements.

Levels of support - how it works

Support comes in three service levels. A case will escalate up through the service levels until the problem is solved. This approach offers the absolute optimum fix times for you at minimum inconvenience. When you contact us, this is how we will respond:

Level 1

Telephone support services are available Monday to Friday 9:00am to 5:00pm (excluding bank holidays). Technical support agents are trained to diagnose and repair the equipment efficiently via telephone. Almost all calls are solved here.

Level 2

Where appropriate, an technical support agent will remotely connect to your system over a secure internet link to diagnose the problem directly. They can also apply software updates remotely, so more difficult problems can be solved rapidly.

Level 3

If the system is still not operational and the fault is diagnosed as a hardware error then there are two routes. If the hardware is covered by a standard warranty then a return to base service is offered. The item should be packaged and returned for repair which takes up to 10 days. If an on-site service has been purchased, an engineer will be assigned to your site. The engineer will be knowledgeable on the system and will carry spares to repair or replace items of hardware as necessary.

_{*Calls to this number will not be charged by Intelligent Retail, however your phone company may apply a charge. Please be aware that calls from mobiles may cost considerably more, please contact your mobile provider for more information.}