Remote support until 11pm
Screen-shared help with programming, prices, printers and the things that go wrong mid-service.
Seven days a week
Support and downloads
Something has stopped working
If your till is down and you are trying to trade, ring. 07885 671481. A phone call gets a faster answer than a form, and I would rather you rang than sat waiting for a reply.
The remote support downloads here are public. No login, no account. Nobody should have to find a password while there is a queue at the counter.
01/ Downloads · no login
TeamViewer for Windows
For remote support on a PC or a Windows till. Download it, run it, and read me the ID and password over the phone. Nothing gets installed permanently and nothing runs when you are not on the call.
(opens in a new tab)TeamViewer for Android
The same thing for a tablet or a phone. Use this one if your till or your handheld runs Android.
(opens in a new tab)Sign up to support
Monthly support by direct debit. If you would rather have support arranged in advance than sorted out per incident, this is the signup form.
(opens in a new tab)02/ Support packages
Someone to ring at nine on a Friday night.
Most EPOS suppliers close at five. Tills do not. If the card machine stops talking to the till in the middle of a Saturday service, Monday morning is not an answer.
Support is available until 11pm, seven days a week. Not a voicemail box, not a ticket that gets read the next working day — actual help while you are still trading.
Packages are taken on a monthly direct debit and you can start one below.
4-hour break/fix response
A response target for remote break/fix, not a queue position.
9am–5pm, Monday to Friday
Next working day on-site
An engineer at the counter, not a courier label.
North West of England
12-month hardware warranty
Return-to-base or on-site cover, your choice.
New hardware bought from RED EPOS
On-site attendance covers the North West of England. Remote support has no geographic limit — if you are outside the North West, a remote package still works, and plenty of faults never need anyone at the door.
Not sure which you need? Ring 07885 671481 and describe what you run.
03/ Built by RED EPOS
One live view of every support job.
The RED EPOS Help Desk grew from a real operational need: support tickets, booked visits, deadlines and updates all visible across the desk, the calendar and the phone.
What is in there
It is password protected, because it holds your job history, and it is a separate system from this website.
Inside it you can raise a job, add detail and attachments to it, see what has already been done and by whom, and see what is still outstanding. It is more useful than an email thread because nothing gets lost in a chain, and you can look up what happened last time the same thing went wrong. There is an Android app as well as the web version, so you can raise something from the shop floor without going to the office machine.
It is also the clearest example of the bespoke software side of this business. I built it because nothing off the shelf ran the way the work actually runs.
No login yet?
If you do not have a login and you think you should have, ring or email and I will sort it.
Jobs view. A demonstration of the Help Desk job list widget, using invented example data. It shows a live count of open and overdue jobs, then one row per job carrying a job reference, the customer, how long is left before it is due, and the job title.
Calendar view. A demonstration of the Help Desk calendar, using invented example data. Seven jobs are scheduled or due, grouped under date headings from today onwards. Each entry shows the customer, the time it is booked for, the job title and a job category.
DEMONSTRATION Interface recreated with invented data. No real customer appears here.
04/ Getting help fastest
Getting help fastest.
In rough order of how quickly you will get an answer.
Fastest
Ring, for anything urgent
If it is stopping you taking money, that is a phone call.
Anything that can wait
Raise it on the helpdesk
A price that needs changing, a report that is not quite right, a new member of staff who needs adding. Put it on the helpdesk with the detail and it gets picked up in order, with a record of what was done.
05/ What to have ready
What to have ready when you ring.
This is not bureaucracy. Having these to hand turns a half-hour call into a five-minute one.
- The name of the business, as it is on the system
- What the till or terminal is: the make and model, usually on a label on the back or underneath
- What exactly is happening, and the wording of any error on screen. A photo of the screen is better than a description
- When it started, and whether anything changed just before. A power cut, a new router, a Windows update, somebody unplugging something to charge a phone
- Whether it affects one terminal or all of them
- Whether you can still trade. This changes how it gets prioritised
If a remote session is likely, have the TeamViewer download from the top of this page ready before you ring.
Not sure who to ring?
If it is your till, your back office, your online ordering or the software that joins them together, start here. If it turns out to be somebody else's job, I will tell you that too.