What makes us unique is our proactive approach to service. We feel that by addressing major service and support issues before they happen, we can head off problems, saving both the customer and Southeast POS money. Our approach philosophy includes:

We believe that by following the above guidelines our customers will remain happy and most importantly remain ours!


Warranties and Guarantees

All hardware is under a one-year manufacturers warranty. If a component of your system is not working the manufacturer will either replace or repair any problem not caused by misuse or abuse. Examples of misuse and abuse are employees spilling drinks on a terminal, sticking a pen through a touch screen etc.

Software is covered by a lifetime warranty. Failed software will be replaced at no cost to the customer.

Networking and cabling are covered for the 90 days of installation. Most all networking and or wiring problems are discovered immediately and are rarely an issue after going live.

All labor and issues not discussed above will be billed the service rates and conducted during the service times listed below.

All service calls must be made to 271-0987. This number is available 24 hours a day for your convenience. However please be advised that you will be charged for an after-hours emergency call if you call after regular service hours have ended.

Standard Service Contract

• Unlimited Software Upgrades
• Unlimited Free Phone and Internet Support Mon-Sat 9am-7pm
• Monthly Preventative Maintenance Check-ups. Sales technician will schedule a visit, record any problems or concerns, clean printers and computers. If any problems do exist the technical supervisor will be notified and an appointment set to rectify any areas of concern.
• Quarterly Tune-Up. A member of our technical staff will schedule a visit and perform a system tune-up. This tune-up is designed to keep your system running to top performance. This tune-up may include but is not limited to: Touchscreen Calibration, File Back-ups, "Cleaning Out" of deleted and unwanted files, Virus Scanning and Update, Report Modification, checking and repairing of all connections and addressing any other areas of concern.
• Free use of "loaner equipment" while hardware repair is being made. Equipment provided is based on availability.
• An Emergency Call ID number. To be used in rare cases of system failure after normal support hours. Southeast Point of Sale will respond to your call within the hour although no guarantee can be made as to when the system will be back up.
• Support vs. Non Support Rates

Cost: $ 1,250.00 per year. Billed Quarterly. 25% Discount for payment in full at signing. ($937.50)

Service hours

Mon-Fri: 9am-7pm

Service Rates

Phone support- Mon-Fri: 9am-7pm $25 per 1/2hour with a 1/2hour minimum.
On site Support- Mon-Friday 9am-7pm $75.00 per hour with a 1hour minimum.

After hours support

By trying to limit our after hours support we are able to offer substantially lower rates. However we at Southeast Point of Sale realize that emergencies do occur, and that often they do not occur during the hours of 9-7. It is for this reason we offer after-hours support. In order to keep our costs down however, we ask that you only use after hours support for true emergencies. Southeast Point of Sale has developed a comprehensive trouble-shooting guide to help managers get through most situations. If you have a true emergency Southeast Point of Sale will respond and try to help you with the situation. However in order to keep your service bill as well as our service rates low we ask you to first troubleshoot then ask yourself if this problem can wait until the next business day. This will help save everyone time and money in the long run.

After Hours Rates

Emergency Call Fee- Charged when you call our support line after hours. $50 Phone Suport-$75 per hour with a I -hour minimum. On-Site Support-$125 per hour with a 1 -hour minimum.

After hours calls will be responded to the same business day. However, due to the nature of many "emergency" problems, Southeast Point of Sale cannot guarantee that those problems will be fixed that same day.

Newsletter and Workshops

All Customers will receive a complimentary copy of the SEPOS newsletter. The newsletters contain useful information on POS maintenance, information on the latest upgrades and features as well as tips on how to maximize the efficiency of your point of sale system. SEPOS will also conduct workshops that will be open to all customers. Those with a service plan receive complimentary admission where non-agreement holders will be charged a small fee. These workshops will cover everything from basic courses to help you train new management, to more advanced uses and functions of the POS system. These workshops will be held in different centralized locations on a quarterly basis.

Service Plan

A service contract is optional and is signed on a per year basis. The cost of the service plan is 18% of the original purchase price, adjusted annually for inflation.

What's covered-

All service calls made during regular service hours. This includes both phone and on-site support. However the customer is still responsible for repair and /or replacement of hardware not covered under manufacturers warranties.