SELLmatix POS Software. Point of Sale for Retail and Restaurant Management

Before ordering charged support services, we strongly urge you to consider the free support options.

Technical support services for your POS system will fall into one of two broad categories:-

Hardware/Network/System/Configuration issues can be handled by a "normal" computer engineer with no specific knowledge of Point of Sale systems.
- SELLmatix runs on standard computer equipment which is configured and maintained the same as other computer systems.
- These issues are likely to require a service call from a computer engineer/technician, or that the equipment be returned to base for repair.
- You can determine whether an problem is a Hardware/Network/System/Configuration issue by following the steps Testing a Hardware configuration in our troubleshooting guide
- Most likely, there are several engineers/technicians in your local area who are capable of handling these issues, even though they may not be familiar with POS systems.
- After a Hardware/Network/System/Configuration engineer/technician has performed work on your system, you should run the same tests again and verify that the system passes all the tests, before signing off on the work.

Software support should be provided by experienced SELLmatix support staff who have detailed knowledge of the software as well as retail management knowledge. Software support people usually call on the services of technicians/engineers to resolve Hardware/Network/System/Configuration issues.
- Software support does not require a site visit by staff, though you may choose this option if it is available in your area.
- Availability of local software support depends on the area where you are located. SELLmatix runs in 18 countries and 5 languages, and most software support is provided remotely.
- Remote support is significantly lower in costs since it eliminates the time and cost of travel.
- If software support is to be provided remotely, without a site visit, the hardware, network and system configuration must be operating correctly, there must be an internet connection, and remote support tools must be installed. This is covered in the specification for hardware, network and system configuration. You can use a local computer technician to perform this installation and configuration if you can't do it yourself.

Some SELLmatix dealers provide turnkey solutions that include hardware, software, configuration and services. Other dealers contract out software support to other parties. Local dealers that provide Software support are able to assist in both English and the local language.

We also provide remote software configuration and support in English and Spanish.

Important: Regardless of which organisation you select to provide hardware and software support, it is critically important that you verify that the system is installed, configured and maintained strictly in accordance with the standards specified in the troubleshooting guide and that you keep backup copies of your configuration off-site.

Should something happen that prevents you from using your existing provider, and the system is maintained to standard with backups off-site, there are a number of support alternatives available. However, if the system is not maintained to these standards, and backups are not available, it will be many times more expensive to put other support arrangements in place.

We provide direct support to end users at the rate of €50.00 per hour, based on tenths of an hour, or in other words six minute intervals. You can purchase support in multiples of 30 minutes. Support fees are payable in advance and if you purchase 30 minutes of support, but use 2/10th of an hour, the balance stays on account and can be used later. Phone charges are additional.

You can buy support time by credit card or PayPal from our Payment Page.

With us, the support staff that handle your enquiries are all senior developers, engineers or accountants, and they spend most of the year on the road working with dealers and clients in different countries. It is likely that they will be on a different time zone to you, so wherever possible, software support should be scheduled in advance.

Please Note: We do not support old versions of the software, only the current release version. When new versions are released, we archive the old versions and retain only the current version on our systems.

Almost all of our customers run our software by subscription where upgrades are included at no additional charge. Before contacting us, please ensure that you are running the latest version of the software. You can download the latest versions and upgrades at our Download Page.

If you require software support from us, then please fill in the form below. Almost all our support is handled via email, and it is vital that you include an email address which you check regularly.

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