Service support keeps operators motoring in top gear

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I spent a great day out at a motor racing meet earlier last month supporting one of our GS business development managers who regularly competes in the national 750 Motor Club Classic Hatch Championship.  Really exciting stuff with Ryan fighting nip and tuck for a top 5 finish in the first of two races over the weekend – until gearbox trouble forced him back down the field. It was a great shame to witness his racing capability cut short by technical problems.

GS managing director Niels jokingly said Ryan needed the equivalent of one of our service level agreements (SLAs) to ensure he remains competitive for the duration of the race meeting.

SLAs essential for business-critical systems

Niels is right. Ryan’s misfortune on the car front highlights why SLAs are so important – and are such an integral component of the total GS offering to our clients investing in our EPOS solutions and our expertise.  For business-critical systems to be truly effective, it’s essential to have the best support available to you at all times.

At GS we’ve designed our service support packages to suit your requirements as hospitality operators and retailers. Support includes 24/7  ‘out of hours’ call service, remote online and telephone support, off-site cloud back-up should your internal hard-drive stop responding and cover for both your hardware and software.

‘Issues’ ironed out in a matter of minutes

Remote or distance support enables our EPOS technicians to connect with a system within seconds using  fibre optic broadband technology and supported by cloud back-up and drive imaging software. In the vast majority of cases we iron out ‘issues’ within a matter of minutes.

Configuring ‘mix ’n’ match’ promotions, allocating financial data or resolving business sheet queries or fixing network, hardware or software issues are typical of the calls we receive in our service support department.

Security is obviously paramount at all times, which is why all our engineers and technicians use an integrated authorisation tool to change passwords every 24 hours.

Access to integrated online database

Should we not be able to resolve an issue remotely, an engineer or technician is normally able to be on-site anywhere in the UK within a two to four hour window.

They arrive armed with access to an integrated online database (covering client information such as IP addresses, VPN connections for government security, documentation and software and hardware guides) to speed up their ability to help you fix your situations quickly, with the minimum of delay.

Use systems with completed confidence

What’s more, all engineers carry all major hardware components including terminals, hard drives, magnetic swipe readers, touch panels, mother boards, thermal printers, kitchen printers and rolls and ribbons.

Our attention to detail on all aspects of service support couldn’t help Ryan on the racetrack but it makes a huge difference to our clients who can use our systems with complete confidence.

If you’d like to find out more about the service support options open to you, including a managed services package where we essentially become your in-house IT department, simply get in touch with business development managers Mike Chung or Ryan Lowry to discuss your specific requirements.

GS project manager Andrew Elliott helps create and develop great EPOS solutions for our clients. This includes creating clear and attainable project objectives, defining the project requirements and managing all the cost/time, scope, and quality elements.


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