Issue link: https://insights.hungerrush.com/i/1413605
9 Installation/Service/Support Plans Installation, service, and US-based support are the last pieces of the puzzle and are as important as feature functionality. When you are evaluating solutions providers, make sure you're investing not only in the POS system, but also in a partner that values, and is committed to, delivering exceptional, US-based customer support. Technology is not infallible, and downtime can occur, so make sure you choose a POS provider that offers service, training, and support plans to get you back up and running when this happens. The support offered must be available when you need it most. You can't count on issues only arising during standard business hours, and for businesses that handle a large volume of transactions, such as fast casual restaurants, any extended downtime can cost you significantly. It's best to have a US-based support team that is knowledgeable in the product, able to help you when you call instead of calling you back later, and that understands the nuances of, and is proficient in, your business. Some providers are outsourcing their support to third parties who do not know the product well, are not able to help you in real-time, and, in some cases, a language barrier presents an additional challenge. Make a checklist of what you find most important when it comes to support and service, and make sure that your POS provider checks all the boxes. A few important ones to include are: Support and Service Checklist Do you offer true US-based customer support? What is the average hold time? Can I speak with a live person who has industry knowledge? Is your customer support outsourced? What if you cannot solve my problem quickly? What are the next steps in the process? What type of support models do you offer? Is it all inclusive or do you have to purchase additional support?