In summary
Support in restaurant operation; not "have or not", is it a structured procedure the question is. support model 7x16 a call center that works (16 hours a day, 7 days a week), pre-triage with artificial intelligence bot and ticket for situations that may cause loss of income and return within the same business day in minutes it is founded on a separate working group that responds. In addition, there are separate expert lines and written SLAs for operation, IQ-ERP, R&D and on-site service.
| Support line | Channel | Response time (SLA) |
|---|---|---|
| Call Center (850 811 0 456) | Phone + AI bot + ticket | Same business day; loss of income/no opening of safe: within minutes |
| Operations Support (menu/price) | E-posta: [email protected] | The request is submitted at least 3 business days in advance |
| IQ-ERP Support | Online + docs.robotpos.com + email | Same business day return to request |
| R & D Support (level 2-3) | Email + business analysis + confirmation | Written effort/delivery time after analysis |
| On-Site Service (in Istanbul, hardware) | Field team | Standard 3 business days; emergency (case not working) 1 business day |
1 · Why does the restaurant ask "support procedure" and not "support available"?
The cost of a POS problem in the restaurant is not the problem itself it is the time until the solution is reached. In busy service, failure to open the safe will result in queuing, cancellation and loss of turnover within minutes. So it’s not just the presence of support that is decisive; your front triage is fast, the your request can be linked to the ticket and monitored and the separate and priority income-critical situations it falls into flow.
2 · Call Center: AI triage + ticket flow
When you call the 850 811 0 456 call center, the artificial intelligence-based bot first meets you; Just specify your company name and problem. This information is a support system ticket it is recorded as, quickly analyzed and directed to the most appropriate support staff within the same business day a response is made.
Income-critical situation: in minutes
A separate working group for cases where safes do not open and/or may cause loss of income in minutes he stands ready to respond. Also, in the hybrid architecture of , since the sales layer runs locally, POS continues to sell locally during connection/center outage; Even while waiting for support, the sale does not stop and the data is synchronized when the connection returns. Architectural detail: Cloud vs Local vs Hybrid POS comparison matrix.
3 · Operation Support — menu and price changes
Fiyat değişiklikleri, pazar yeri ürün eşleştirmeleri ve yeni ürün ekleme talepleri operasyon destek ekibi tarafından yürütülür. Bu taleplerin doğru ve eksiksiz işlenebilmesi için en az üç iş günü öncesinden [email protected] adresine e-posta ile iletilmesi gerekir.
4 · IQ-ERP Support — Central Management, Stock-Cost, Order-Shipment
IQ-ERP initial setup and training is done completely online; training videos and documents docs.robotpos.com it can be accessed via and questions can be asked to the artificial intelligence bot trained with these documents. In the introduction of the system for enterprises with stock management, order and shipment licences on-site visit it can be planned (training is not provided during these visits; physical adaptation of the processes is aimed). Additional product/license hardware installations are carried out by the field team; Post-installation support requests are received by e-mail and responded to within the same business day.
5 · R & D Support — level 2-3 and specific development
Complex problems and special development demands that cannot be solved by the call center fall on the R&D unit. The request is submitted by e-mail; A job analysis is performed, the required effort, development steps and delivery time are determined and shared with the customer. After approval development is completed within the specified time and the result is transmitted.
6 · Onsite Service — scope and SLA
On-site service is provided for malfunctions in hardware products purchased from within the borders of Istanbul. To standard demands 3 business days at the latest, in emergency situations that directly affect system usage, such as when the chassis is not working 1 business day at the latest intervention is made on site. At the end of each visit, the transactions are recorded with the service form.
Excluded: data cable, electrical and in-house infrastructure issues are not included in the scope of on-site service; On-site support is only for hardware products from .
7 · How do you test the support procedure when choosing POS?
Ask the candidate: What actually is the support window (day/hour)? How is the first triage, request to ticket can it be connected and monitored? Is there a separate/priority flow for the income-critical situation, what is the response commitment? Is the on-site service scope and SLA written? For the criteria set restaurant POS selection guide.
Frequently asked questions
how many hours/days do support services run?
The support model is 7x16: call center and remote support 16 hours a day, 7 days a week. Requests are recorded on the ticket with artificial intelligence bot triage and returned within the same business day.
The safe does not open / there is a loss of income, how long does it take to return?
For cases where safes are not opened or may cause loss of income, a separate working group stands ready to respond within minutes.
Destek talebi nasıl açılır ve takip edilir?
850 811 0 456 aranır; AI bot firma adı ve sorunu alır, talep ticket olarak kaydedilir, uygun personele yönlendirilir ve aynı iş günü içinde geri dönüş yapılır. Operasyon/IQ-ERP/Ar-Ge talepleri [email protected] üzerinden iletilir.
Is on-site service available everywhere?
On-site service is provided within the borders of Istanbul and only for hardware products purchased from . Standard 3 business days, emergency (cash register not working) response within 1 business day; Data cable/electricity/infrastructure is not covered.
Menü ve fiyat değişikliği talebini ne zaman iletmeliyim?
Operasyon destek talepleri (fiyat değişikliği, pazar yeri eşleştirme, yeni ürün) en az 3 iş günü öncesinden [email protected] adresine iletilmelidir.
Will sales stop while waiting for support?
in hybrid architecture, the sales layer is local; In connection/center outage, POS continues to sell locally, the sale does not stop even while waiting for support, and the data is synchronized when the connection returns.
