Support
The imPOS support team work around the clock to ensure that your system is always running smoothly. We understand that the hospitality industry doesn't work 9 to 5 and neither do we! The majority of the problems encountered are easily fixed and totally unrelated to our product including printer jams or networking issues. At ImPOS we have never had a system crash - EVER!
Thanks to the internet we support all of customers via smart remote service programs. So while we are based in Melbourne, it doesn't matter whether you are located just around the corner in South Yarra or in the Northern Territory, your location is irrelevant to the premium level of support you receive.
The 11-person strong ImPOS Programming and Development Team gives imPOS a major advantage in quickly and constantly updating the software.
Onsite support is also provided and regular maintenance of your equipment is performed by ImPOS technical staff to ensure your equipment is always operating as it should be - minimising down time and ensuring continuous operation.
"We are extremely impressed with the ImPOS system and equally impressed with the after sales service. Despite our remote location, your customer support has been second to none."
Sean Caddy, Owner Jamestown Cafe
Jamestown, SA.
ImPOS' ability to instantly access our clients' systems ensures the highest level in customer support and fast updates are achieved consistently. We take pride in our commitment to our clients and will never leave you hanging no matter what time of day or night, understanding you have your own business to run. Having said that, one of ImPOS' many strengths is the fact our system doesn't crash and minimising the time taken in transit to service our customers allows our entire team to focus their time on product development ensuring our customers receive constant updates on their software.
In addition to always thinking outside the square in regards to our product, a lot of research and testing is done before we release new features or enhancements to the software. Several venues help us in this regard to make sure that what is developed works and works fast!
Sean Caddy, Owner Jamestown Cafe
Jamestown, SA.
Updates
ImPOS software is continually under development and we make it known to our customers to let us know what they think so we can include suggestions in ImPOS. Typically updates are released six times per year and updated via online connection at a time that is convenient to you (our programmers work mostly nights during update period).
FAQ's
How long does installation take?
We usually allow 6 - 8 hours for a full system install. Upon confirmation of an order an EPOS menu list is sent via email so that all the menu information is imported into ImPOS before installation this reduces time consuming task of entering in each item into the system. What lead time is required for installation?
7 - 14 workings days is normally required for an installation. However, we have been known to do a full install with only hours notice and to do installations late at night or early in the mornings. Additional charges may be incurred.
"Our existing POS system completely crashed one Thursday night and the next morning our business restaurant was up and running with ImPOS"
Kristine, Hairy Canary What cables need to be run for ImPOS?
CAT5 cabling is required to be run from each terminal back to the office or main computer depending on your setup. Each kitchen printer requires a CAT5 cable run to it and to be connected to either the ImPOS server (if installed) or one of the terminals. Can ImPOS install cabling?
Unfortunately we do not do anything with cabling, either CAT5 or electrical. What happens if my equipment breaks?
We realise hospitality doesn't stop and neither does our after sales service to ensure you have no downtime at all. Providing equipment hasn't been damaged by misuse equipment warranty is return to base 12 months from the date of purchase. ImPOS ensures that equipment used is of the best standards and we do not take shortcuts on providing cheap equipment to an industry that is pretty much always trading.
We usually allow 6 - 8 hours for a full system install. Upon confirmation of an order an EPOS menu list is sent via email so that all the menu information is imported into ImPOS before installation this reduces time consuming task of entering in each item into the system. What lead time is required for installation?
7 - 14 workings days is normally required for an installation. However, we have been known to do a full install with only hours notice and to do installations late at night or early in the mornings. Additional charges may be incurred.
"Our existing POS system completely crashed one Thursday night and the next morning our business restaurant was up and running with ImPOS"
Kristine, Hairy Canary What cables need to be run for ImPOS?
CAT5 cabling is required to be run from each terminal back to the office or main computer depending on your setup. Each kitchen printer requires a CAT5 cable run to it and to be connected to either the ImPOS server (if installed) or one of the terminals. Can ImPOS install cabling?
Unfortunately we do not do anything with cabling, either CAT5 or electrical. What happens if my equipment breaks?
We realise hospitality doesn't stop and neither does our after sales service to ensure you have no downtime at all. Providing equipment hasn't been damaged by misuse equipment warranty is return to base 12 months from the date of purchase. ImPOS ensures that equipment used is of the best standards and we do not take shortcuts on providing cheap equipment to an industry that is pretty much always trading.
