Uptime Guaranteed POS Support
Fast remote debugging, emergency on-site technician dispatch, and backup hardware replacements. We ensure your business never misses a transaction.
Support Scope
We offer end-to-end preventative maintenance and emergency incident response for all retail, service, and restaurant POS workflows.
Preventative Care
Monthly printhead cleaning, touch screen calibration, database vacuuming, and automated cloud backup configurations to eliminate bugs before they start.
15-Min Helpdesk Response
On-demand technical assistance via WhatsApp, phone, or remote control desktop access (AnyDesk/TeamViewer) to resolve software lockups instantly.
Emergency On-Site Dispatch
For critical hardware or wiring system breakdowns, our technicians are dispatched to your physical store within hours with spare parts ready.
Standby Backup Terminals
If your tablet or POS station requires off-site repairs, we set up a temporary backup terminal on-site immediately so you remain open for sales.
Support Plan Estimator
Select your equipment scale and support requirements to instantly calculate the ideal monthly maintenance plan for your outlets.
1. How many active POS terminals do you have?
Includes tablets, desktop terminals, and mobile order pads across all outlets.
2. What is your required emergency response speed?
How fast do you need our technicians to reply or arrive on site during failures?
3. Select support coverage type
Choose between digital remote help or all-inclusive hardware maintenance audits.
Recommended Support Plan
Business Shield Plan
Robust monthly maintenance covering remote diagnostics and monthly onsite checkups.
- Remote support under 15 minutes
- Monthly on-site preventive visit
- Standby replacement unit cover
Our SLA Commitments
We bind our support services to strict Service Level Agreements (SLA) so you have full assurance of when help will arrive.
15 Mins
Helpdesk Response
Our average WhatsApp or remote phone response is under 15 minutes, guaranteeing someone is looking at your code or checkout issue immediately.
4 Hours
On-Site Dispatch
If hardware fails, our technician is dispatched and arrives at your store within 4 hours (within Denpasar area coverage) with replacement equipment.
99.9%
Uptime Guarantee
We configure offline-sales sync models so that your checkout system continues to register cash sales even during total internet dropouts.
Submit Support Ticket
Need emergency debugging or looking to schedule a preventive checkup? Submit your request details below.
Frequently Asked Questions
Common questions regarding response windows, hardware warranties, and contracts.
What counts as a "Critical Priority" ticket?
Critical Priority tickets are reserved for issues that completely halt checkout operations. Examples include a tablet that won't turn on, a cash drawer locked shut, credit card terminals refusing connections, or router network failure. Less urgent errors (e.g. menu updates, minor database delays) should be sent under Low or Medium priorities.
Is backup standby hardware included in all plans?
Standby hardware is included under our **Comprehensive Guard** plan. For Lite and Hybrid Care, clients can rent backup terminals or receipt printers at a discounted day rate while their primary units are undergoing offsite repair diagnostics.
Do you support POS systems not installed by POSCare?
Yes. Our engineering crew holds certifications and experience across major Indonesian POS applications (Moka, Majoo, Olsera, ESB, Qasir, etc.). We will perform an initial configuration audit, correct setup discrepancies, and onboard you to our recurring maintenance support logs.
Are replacement parts covered under the plan fee?
The monthly maintenance subscription covers diagnostic services, routine cleaning, training, and remote helpdesk labor. The physical cost of replacements (e.g., thermal printer heads, mainboards, batteries) is billed separately at wholesale price unless covered by active manufacturer hardware warranties.