Delivering Best-In-Class Services
InTouchPOS maintains rigorous quality standards in the design, manufacture, and assembly of its hardware solutions. In the event that a piece of InTouchPOS hardware requires service, we offer a range of equipment maintenance options that ensures your site operations continue to run smoothly and your hardware components are quickly replaced.
InTouchPOS meets equipment maintenance needs with two different logistical strategies. These strategies include: spare parts shipped from a central hub for self-installation; and the use of local area networks with installation service. Both service strategies are available to all customers. InTouchPOS currently partners with industry leaders in providing field maintenance and has certified alternate providers based upon customer preferences.
Advanced Exchange / SWAP - Advanced Exchange maintenance is a cost effective alternative to on-site service and, at the same time, eliminates significant waiting periods for equipment repair and return. In the event the InTouchPOS support center diagnoses an equipment issue, InTouchPOS ships replacement equipment to the site by the next business day. Customers are then responsible for returning the original equipment to InTouchPOS. This service can also be upgraded to include next calendar day delivery or same day delivery.
On-Site Maintenance - Upon diagnosing an equipment issue, the InTouchPOS support center can dispatch a third-party service technician and a replacement part to the site. The technician replaces the hardware, calls InTouchPOS Systems when the part is installed, and stays on-site (until released by InTouchPOS) to ensure the site is up and running. The third party technician then returns the defective part to InTouchPOS Systems. This service is available 7 days a week, 24 hours a day. Customers pay an annual fee for this service; emergency technicians are also available for a per-occurrence fee.
On-Site Cleaning - In addition to servicing InTouchPOS hardware solutions, InTouchPOS Field Services can also provide maintenance for non-InTouchPOS hardware that is part of the customer's integrated solution. InTouchPOS will work with the customer to establish service levels and types of maintenance, depending on the customer's specific business needs.
