Support services for terminal purchase include the provision of:

• Helpdesk: 

• Swap out service

• SIM card

• Terminal configuration

At the end of the support term in your Purchase Agreement (usually 18 months), the support services (including SIM use) shall cease. In order for you to carry on using the terminal you will need to enter into a new agreement for support services. The current support charges are as follows:

 

Full Support and Warranty

12 months = £90.00 plus VAT

24 months = £150.00 plus VAT

 

SIM only

12 months = £30.00 plus VAT

24 months = £55.00 plus VAT

 

We will contact you no less than 30 days before the end of your support term to discuss your options.

 

Detail on support services available:

Helpdesk- Helpdesk is available for a minimum period of Monday-Saturday 8am-8pm, Sunday and bank holidays 10am-5pm, 362 days a year (excluding Christmas Day, Boxing Day and New Years Day).

 

Swap Outs - If Helpdesk cannot rectify an issue, we will arrange for a replacement Terminal (or modular part of a Terminal where the modular part can be replaced by the Merchant) and will arrange for the collection of the faulty Terminal, subject to the terms detailed in your Purchase Agreement. Replacement terminals are usually dispatched the next working day provided the breakdown was notified before 2pm.

 

SIM cards- If the Merchant has a SIM card as part of the Terminal provision, after the Term has ended, the Merchant will receive an annual charge to continue to use the SIM card (as appropriate). 

 

Terminal Configuration- The Terminal will be configured to the Merchant’s specific merchant acquirer and shall only be re-configured by us in order for the Terminal to comply with the relevant merchant acquirer and/or card scheme’s requirements, and payment card industry standards. The maintenance of the configuration shall be provided as part of the Support.