EPOS Support Plans Recurring
Get reliable EPOS support with our recurring plans. Choose from various options to fit your business needs.
Standard
✅Unlimited Access to self-help resources including guides & video tutorials
✅ Unlimited Support requests by Phone or Email
✅ Remote Support
✅ Assistance with existing features.
✅ Software Related Issues
✅ Software & Hardware Configuration changes
❌
100 Menu item changes per year❌
100 Menu price changes per year
Premium
✅Unlimited Access to self-help resources including guides & video tutorials
✅ Unlimited Support requests by Phone or Email
✅ Remote Support
✅ Assistance with existing features.
✅ Software Related Issues
✅ Software & Hardware Configuration changes
✅ 100 Menu item changes per year
✅ 100 Menu price changes per year
Enterprise
✅Unlimited Access to self-help resources including guides & video tutorials
✅ Unlimited Support requests by Phone or Email
✅ Remote Support
✅ Assistance with existing features.
✅ Software Related Issues
✅ Software & Hardware Configuration changes
✅ Unlimited item changes per year
✅ Unlimited price changes per year
EPOS Support Plans
On Demand
Do you prefer to pay only when you need support? We’ve got you covered! Even though we think our EPOS Support Plans offer great coverage and value, we understand that not everyone wants to commit to a monthly plan.
Per Use
✅ Single incident support for £80.00 + VAT per incident, which includes up to 1 hour of remote support.
On Site Support
✅ Next business day service for on-site support in the UK mainland (when available) for £225.00+VAT per incident (or £200+VAT per incident if you’re on a EPOS Support Plan).
Answers to Your Questions
General Information
All orders for EPOS Support Plans and Remote Software Setup Packages include 30 days of after-sales support. Support may be accessed via phone or email during business hours, which are from 09:00 to 18:00 GMT (UK) on weekdays, excluding public holidays. We guarantee a response to business-critical issues within four hours during our business hours, while non-critical issues typically receive a response within 24 to 48 hours.
On-site support is only available for hardware issues that cannot be resolved through phone or remote support, and only if the support contract or quotation explicitly specifies on-site support as part of the service. On-site support can be provided within 10:00 – 18:00 GMT (UK) if the customer is based within the UK, but response time is not guaranteed for on-site support. It is important to note that our support services do not cover removal of any viruses or malware, or any related issues. We strongly recommend installing and regularly updating antivirus software to prevent infections.
Contact Information
We kindly request that you seek phone support exclusively through our dedicated support line at +44 (0)800 368 8405. To ensure the highest quality of service, please note that all calls to this number are recorded. For email support, please forward your request to support@koicoms.com.
Out of Hours Support
We understand that your business needs support even outside regular hours. While our standard support does not include out-of-hours or weekend assistance, we still monitor our support channels during these times. Our goal is to address any critical issues received as quickly as possible. However, we cannot guarantee immediate response. To ensure the fastest response time, we recommend emailing us if you require support outside regular business hours.
Menu Item / Price Changes
If you’re looking to make changes to your menu items or prices, we’ve got you covered. Our Premium Support Plan includes full assistance with Menu Item Changes and Menu Price Changes. This means we’ll take care of everything for you, including adding or changing menu items, properties, modifiers (order tags), and setting up special offers or set menus. Simply provide us with your menu changes in electronic format, and we’ll take care of the rest.
If you’re not subscribed to our Premium Support Plan, don’t worry. We’ll still guide you through the process of making the changes yourself. Our team will be on hand to provide assistance, ensuring that you’re able to update your menu items and prices as needed.
Please note that any changes should be provided in electronic format wherever possible, to ensure the fastest and most accurate updates.
Internet Access
To provide support services, internet access is required. It is the responsibility of the customer to ensure that internet connectivity is set up and maintained throughout the entire support term. Please note that the guaranteed response times mentioned above are based on the assumption that internet connectivity is available for the entire guarantee period.
Delays
KOICOMS Limited is not responsible for any delays in support caused by circumstances beyond our control. These may include, but are not limited to, changes to the installation date requested by the customer, non-receipt of full payment prior to installation, unsuitable installation environment/location, inability to connect to the customer’s system via the internet, and inability to access customer premises when required.
Disputes
In the event of any dispute, the decision of KOICOMS Limited management is final.
Payment
To ensure uninterrupted service, we require all monthly plans to be paid for by direct debit. Please note that we are unable to provide support until payment for the current billing period has been received in full. We appreciate your understanding and cooperation in keeping your account up to date.
Cancellation
After the Minimum Term, support plans may be cancelled with one month’s notice. Please note that we do not provide refunds for any unused support period that has already been paid for.
Warranty
We offer a first-year manufacturer’s warranty for all hardware, unless otherwise specified. However, please note that this warranty does not cover accidental or malicious damage, or general wear and tear. If you encounter any issues within the first year of your purchase, please contact us and we’ll be happy to assist you with the warranty process.
Information Integrity
It’s important to note that the customer is responsible for all data stored on the system. While we’ll make every reasonable effort to recover any data in the event of a hardware failure, please consider signing up for our Online Backup service to safeguard against any potential data loss. If the software is provided by us, we’ll do our best to assist with data recovery. However, we highly recommend taking proactive measures to protect your valuable data.
Liability
KOICOMS Limited is not liable for any losses that may result from failures, regardless of where the responsibility lies.
Fair-Usage Policy
To ensure a consistently high-quality service for all of our customers, we operate a fair usage policy across all of our services. In certain circumstances where support requests are deemed inappropriate or excessively related to the same matter, we may, at our discretion, reduce or refuse the service we provide. Additionally, within the first 14 days of joining a new support plan, we reserve the right to refuse certain support requests if we suspect that the issue existed prior to joining the plan. However, in such cases, we may still provide support for the request at an additional one-off cost. Please note that a “new support plan” refers to a situation where a customer joins a support plan with a gap between the expiry of any existing support plan, whether it was an included or paid support plan.
Our EPOS Support team is a group of highly skilled and experienced professionals who are dedicated to providing the best possible support to our customers. Whether you require assistance with installation, configuration, maintenance, or any other aspect of your EPOS system, our team is here to help.
