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8 min read

Point of Sale Support: Expectation vs. Reality

By Cervion Systems on January 27, 2021 at 3:30 PM

point of sale customer support

A comprehensive point of sale solution is more than just the technology you use to operate and run transactions in your restaurant. The service and support that is included is just as important as the technology itself. Point of sale technology is vital to today’s restaurant operators, but the same way any car can get a flat tire, no system is perfect, and may require maintenance. Therefore, understanding the type of support that is included when things do happen is extremely important.  

There are large gaps in the services offered by national point of sale providers compared to local point of sale dealers. Some restaurant owners assume that POS systems are alike and that that they would receive the same level of local customer service and support no matter which system they have. Software companies which sell direct to restaurants route calls through call centers, which generically have multiple tiers of support, longer hold times, no personalized services sometimes and sometimes resorting to web chat only for support during outages.  

The personalized support restaurant owners are looking for like Cervion Systems are part of the local community where our employees live and work. These point of sale experts are trained to provide advanced hospitality and restaurant solutions for your needs with a high degree of personalized service just for your business. Trusted point of sale dealers like Cervion are true partners to your business and are aligned with your needs and add a high degree of value partnering with your business freeing up time to run your business.  

Cervion Systems focuses on excellent customer service and support and our customers benefit. We have a dedicated in-house support team which is available 24 hours a day, 7 days a week and even holidays. We understand that restaurants operate outside of typical business hours, so we do too!

While shopping for your point of sale system, make sure to discuss support packages!

Some important questions to ask are: 

    1. Is there a base support package included in my agreement? What is included?
    2. Are software updates and patches included in the support package? 
    3. Is direct phone support available 24 x7?
      a form, e-mail ticket or webchat be initiated prior to phone support? 
    4. Is hardware replacement included?    
    5. Are local support technicians available for onsite service? 
    6. Are phone and local support representatives’ in-house employees or contractors? 

At Cervion,
we offer multiple packages to meet the needs of independently owned restaurants interested in better Point of Sale services. In fact, Cervion Systems offers the most comprehensive POS As A Service programs. 

For Example, at Cervion: 

Our Standard Support Package includes help desk support, emergency 24/7 telephone support including weekends and holidays, hardware diagnostic support, hardware replacement via advanced shipment (if hardware is As A Service) and regular software updates. Local Service availability also comes standard.  

The Diamond Club Support Package is designed for single or multi-unit restaurant operators looking to further partner with Cervion beyond a standard support package. Diamond Club Members receive a dedicated support phone number with unlimited helpdesk support, advanced hardware replacement (if hardware is As A Service), accidental damage coverage protection and much more! If an employee   drops on iPad or a printer ends up with accidental water damage, just call Cervion and your hardware will be is replaced at no additional cost! There are many other perks of being a diamond member, for more information about diamond program please reach out to a Cervion representative.  

A comprehensive point of sale solution includes hardware, software, 24 x 7 support, and local support availability. Local support is the most important differentiator between working with a national company compared to a local POS provider or dealer. Local POS providers are aligned with your business, are a part of your community, and provide solutions so you can better run your business.  


Cervion Systems is a Point of Sale provider with offices in New York, Pennsylvania and South Florida. Founded in 1996, with over 20 years of professional POS service experience, Cervion is the leading VAR (value added reseller) offering restaurant Point of Sale. Cervion provides restaurants and bars with local sales and service, modern Apple iPad point of sale systems and affordable programs for new and existing restaurants. Please contact Cervion Systems at 877.476.7246 or sales@cervion.com. 

Cervion Systems

Written by Cervion Systems

We're a partner in the success of your business. Cervion Systems provides restaurant technology solutions that help your business increase profits and improve your success. Cervion offers a full range of technology products and support services, from point-of-sale systems to integrated merchant processing solutions. We allow you and your employees to concentrate on the day-to-day operations, while we handle your technology systems. Our award-winning staff has helped our customers succeed for nearly 20 years!

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