Services

Electronic Solutions & Supplies Ltd. (ESS) offers its customers a myriad of maintenance and technical support options. Customers can elect to utilize either:

Support Services

ESS POSupport: Rapid, reliable support services designed to meet the technology challenges you face today. This new support suite was designed based on on your needs, time demands and budgets.

Do you need professional POS Systems support services that you and your employees’ can rely on >24×75< minutes. Are you a high-volume, extended-hours business who absolutely can’t afford to have your POS Systems down for any extended period of time or may need to have questions answered after normal business hours? Choose ESS POSupport Pro and get Tier 3 technical support with Express-Track Dispatch, and 7×24 access to ESS-certified POS Systems technicians.

ESS POSupport (8×5: Mon-Fri)

Includes:

  • Priority Telephone Technical Support: This service offers business-hour, phone-based support* for POS Systems hardware and software issues.
  • Priority Remote Technical Support: “Hands-On” remote access to your POS System for rapid issue resolution by engineers with advanced technical expertise.*
  • Next Business Day On-Site Service following completion of phone-based troubleshooting
  • Direct break-fix POS Systems hardware and software support for you and your employees
  • “How-to” support on your POS System.
  • Access to an advanced ESS certified technician in ten minutes or less
  • Free Parts and Labour equipment repairs/replacement with valid POSupport Warranty
  • Free 6 Month Scheduled Preventative Maintenance
  • Free Equipment loaner(s), while repairs/replacement is in progress
  • Free Software Updates
  • 10% Discounts on additional services e.g. extended coverage, training, off contract works
  • 10% Discounts on supplies and additional purchases

* 2 hours Technical Support per month (telephone or remote access support). All database configurations will be done off-premise. If the technician needs to do an onsite visit to rectify a situation a 2 hour minimum call out fee of $300 plus travel and other related expenses Every hour thereafter will be billed at $150 per hour. All call out visits must be paid at the time the service is rendered by the technician.

ESS POSupport Pro (24×7)

Includes:

  • Critical Telephone Technical Support: This service offers business-hour, phone-based support* for POS Systems hardware and software issues.
  • Critical Remote Technical Support: “Hands-On” remote access to your POS System for rapid issue resolution by engineers with advanced technical expertise.*
  • Express-Track Emergency Dispatch for ESS-Certified technicians (4-6 Hours On-Site Service following completion of phone-based troubleshooting)
  • Direct break-fix POS Systems hardware and software support for you and your employees
  • “How-to” support on your POS System.
  • Access to an advanced ESS certified technician in five minutes or less
  • Free Parts and Labour equipment repairs/replacement with valid POSupport PRO Warranty
  • Free Quarterly (every 3 months) Scheduled Preventative Maintenance
  • Free Equipment loaner(s), while repairs/replacement is in progress
  • Free Software Updates
  • 15% Discounts on additional services e.g. extended coverage, training, off contract works
  • 15% Discounts on supplies and additional purchases

* 4 hours Technical Support per month (telephone or remote access support). All database configurations will be done off-premise. If the technician needs to do an onsite visit to rectify a situation a 2 hour minimum call out fee of $300 plus travel and other related expenses Every hour thereafter will be billed at $150 per hour. All call out visits must be paid at the time the service is rendered by the technician.

ESS POSupport Options complement the way you use technology - rapid response to your business needs, protects your investment, your productivity and your business-critical data, and provides advanced proactive support services to reduce the risk and complexity of managing your POS Systems.

SPEED OF RESPONSE
Mission Critical - Perfect for businesses where avoiding unplanned downtime and reducing time to resumption of operations through priority response are a must. The POSupport Pro package includes priority 4-6 Hour Onsite Service after Remote Technical Support, ESS’ proven Critical Response, and Express-Track Emergency Dispatch.

PROACTIVE
Proactive Maintenance - Maximizes the availability and stability of your Ppoint of Sales system proactively. The package includes a detailed system assessment and implementation of driver or firmware updates and upgrades for your POS systems.

How-To Remote Advice Options - Provides telephone and remote system access to technical expertise and engineers for POS System applications and solutions.

Basic Point of Sales Support

Perfect for non-essential Point of Sales environments. This service offers business-hour, phone-based support* for hardware-only issues with On-Site Service, based on the availability of an engineer to provide technical support, following completion of phone-based troubleshooting.
NOTE: This option does not provide Critical and Priority Support service levels nor Remote Technical Support included in ESS POSupport Warranties.

Kindly indicate which plan you feel would best suit your needs so that we can provide the appropriate contract.

Customization and Set-Up

From shipping to deployment with ESS installation services. Our modular suite of installation services and utilities allows you to customize the right solutions of Point of Sales systems and services needed to rapidly get your business up and running.

Training

Get the skills you need to keep pace in today’s competitive business environment with comprehensive Point of Sales training and courses. ESS offers a wide array of instructor-led classes and training courses in a range of topics from POS System Maintenance to in-depth Technical Overview of your Point of Sales systems.