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4 Common Questions About Servicing Point of Sale Equipment

woman at point of sale holding payment terminal to customer
For retailers today, ensuring that their point of sale technology functions properly is more important than ever. They need to maintain a wide variety of systems, including newer technologies like beacons and mobile devices that function alongside more traditional POS systems. While managing these different technologies can be challenging, the service plans that Level 10 provides can make a huge difference, allowing retailers to rest assured that their systems will function properly.

However, retailers might be unsure of whether Level 10’s technicians can provide service for all of their point of sale technology or what needs to happen on their end before their systems can be serviced. Here are some answers to common questions that often come up regarding maintenance services:

What Types of General Services are Available from Maintenance Technicians?

Technicians have a very extensive list of services besides just cabling or electrical work. Technicians are utilized for the installation, testing, troubleshooting, and maintenance of hardware, software, telephone systems, networks, security/CCTVs, digital signage, and speaker systems.

What do Techs Need to Know Before They Can Provide Service for Equipment or Perform Installations, Moves, Adds, and Changes (IMACs)?

Technicians are typically expected to have the ability to provide services including, but not limited to, the following:

  • Install / Relocate
  • De-Install (remove)
  • Replace
  • Troubleshoot
  • Survey
  • Wiring

Each of these items has information that, when provided, can help to ensure a successful field service event. Success is defined by a “first attempt” completion of the field service request.

Do Techs Need to Come to My Location, or Can They Service My Point of Sale Equipment Remotely?

The preferred method of service is to complete the requisite activities at the customer’s location. If additional parts or equipment are required that cannot be immediately obtained, a follow-up visit can be coordinated to occur when replacement/additional items are delivered to the customer’s facility.

While hardware usually requires on-site service, software service and maintenance can be provided remotely.

Are Only Certain Brands or Models Supported? How Can I Make Sure Techs Will be Able to Service My Equipment?

Only when there are specific certification requirements established by the OEM (Original Equipment Manufacturer) will there be restrictions on whether a technician will be able to provide service for a piece of equipment. In most cases, a technician will be able to remediate IT issues that do not require specific OEM parts or certifications. Service providers can be certified by an OEM to service their equipment with the required parts, so it is to the retailer’s advantage to perform research to find the best price and service level for their individual needs.

Level 10’s service plans give retailers the assurance that fast, reliable service will always be available for their POS systems, with technicians trained in the intricacies of their hardware and software and able to provide the support they need.

If you have any questions about Level 10’s service plans or how to ensure that you have the right solution in place for your point of sale systems, please contact us.