While we are confident that once your EPoS system is up and running it will give years of trouble free service. However, for full peace of mind we offer various levels of support and hardware warranty. Hardware warranty covers non accidental or malicious equipment failure and is offered by the equipment manufacturer (via Forum Retail)in various levels of response. Support is carried out by Forum Retail and covers problems you may have with any installed software, systems not behaving as expected, etc. but excludes any software development and in-depth training requirements. In all cases, should you experience any problem with an EPoS system provided by Forum Retail, you should contact us, by any of the methods on the contact us page.

Free hardware warranty with all new hardware
All Geller ECR till hardware supplied by Forum Retail comes with a 12 month parts and labour a 'return to base' warranty against a manufacturing defect as standard. All Aures Touch hardware supplied by Forum Retail comes with a 12 month 'next day on site' warranty, followed by another 24 months 'return to base' warranty, again against a manufacturing defect.

Forum Free Support
All sales of ECR's and Touch systems which include setup, Installation or training carried out by Forum Retail come with a month's remote software support in addition to the hardware warranty as above.

Features:

• Hardware warranty as above
• 1 months Software Support
• Full equipment cost trade in against an upgrade within the first year
• Support available Mon-Fri 9.00 to 5:30
• Out of hours support available via email
• Broadband required for remote access

Forum Support
This level of support extends the free support offered above and adds some additional benefits

Features:

• Hardware warranty as above
• Full equipment cost trade in against a future upgrade
• Support available Mon-Fri 9.00 to 5:30
• Out of hours support available via email with priority response
• Onsite support/additional training at a fixed daily rate
• Discounted ECR rentals (outside events, seasonal, etc.)
• Broadband required for remote access
• Payable quarterly in advance

Business Essentials
Our 'Business Essentials' offers the best possible solution to keep your business going, both now and in the future.

Features:

• Hardware warranty as above (ECR's extended to 3 years return to base)
• Full equipment cost trade in against a future upgrade
• Support available Mon-Fri 9:00 to 5:30
• Out of hours support available via email with priority response (within 4 hours 8:00 til 8:00 7days a week)
• Onsite support/additional training at a fixed discounted daily rate
• Discounted ECR rentals (outside events, seasonal, etc.)
• If hardware needs to be returned to Geller for repair, for any reason we will organise a next business day free ECR rental to keep you trading
• 1 Free copy Back Office software (ECR's - David Sales Manager / Touch - Geller Back Office) installed on a suitable PC
• Free software upgrades when available (including new features)
• Weekly offsite data backup
• Broadband required for remote access and data backup
• Payable quarterly in advance

FAQ

If I buy equipment only can I upgrade to Forum Support or Business Essentials?
Unfortunately this isn't possible. This is because we have no control over the standard of the installation, software installation, etc.

If I decide to take up 'paid' support when do I need to start it?
You need to sign up for either 'Forum Support' or 'Business Essentials' within the 1st month after your go-live.

If I opt for 'paid' support, can I flip between 'Forum support' and 'Business Essentials'?
Yes, just notify us of your requirements before your next billing period.

If I'm not ready to have my free Geller ECR Back Office installed under the 'Business Essentials' contract at the time of install/go-live, can I have this done later?
Yes, however this would involve an on-site charge being made if we cannot perform the install remotely, so we would advise installation and training all in one to minimise the cost.

If I upgrade my support to 'Business Essentials', do I still get my free Geller ECR Back Office installed?
As above, this would involve an on-site charge being made if we cannot perform the install remotely, so we would advise installation and training all in one to minimise the cost.

If I downgrade my support from 'Business Essentials' to 'Forum support' after the first 3 months, do I still have use of the free Geller ECR Back Office software?
Yes, however, you would not be entitled to any upgrades or reconfiguration.

If I need an on-site visit what are the charges?
Our current charges are £350 per day +VAT. + expenses (capped at £150). For our customers the daily rate is discounted as per your contract. Other customers buy blocks of days in advance at an even greater discount which are then called off for training, system/data maintenance as required.

If I buy some non EPoS equipment (e.g. CCTV or Laser Printer) from Forum Retail will these be covered by my support contract?
We will include any other equipment supplied by us under your support contact, usually FOC. Any warranty would be as per the manufacturer's warranty, though should there be a problem we will take over the management of the problem to resolution. The exception is that any problems caused by the installation which Forum Retail did not carry out would be excluded.

What price are the different support options?
Please contact us for your personal quote. Prices depend on a number of factors such as hardware (not so much the reliability but more the complexity), software options, networking, etc. As a rough guide, a base ECR under the 'Forum Support' scheme would typically be approx. £30 per quarter (+VAT) where a full multi till touch with integrated Chip & PIN , linked scales, table management, bookings, customer loyalty, etc, under the 'Business Essentials' scheme would be approx. £150 per quarter (+VAT)

What are the upgrade trade in values and how long are they valid?
The value of an upgrade trade in is based on the list price of the equipment at the time of purchase. The trade in applies to the equipment cost only and will be shown on your final invoice. Trade in values are only valid for 12 months for customers who do not take up any support option at the time of purchase. For customers who take up either 'Forum Support' or 'Business Essentials' the trade in value will only be honoured as long as a valid up to date support contract is in place.

For more details or to discuss your individual requirements please contact us - details on our 'Contacts Page'