Free Support

Our yearly license for the full edition costs less that what most other point of sale companies charge just for their support - ROBOTILL gives FREE support!

Conditions of our Free Support

  • We only do email support.
  • You will normally receive a very quick response, but you should allow up to 12 hours for a reply.
  • If you have a network or hardware issue you will have to contact a local computer support company for support.
  • We can remotely connect to your computer if needed. We however only connect if we think it is needed and if we were unable to resolve the issue via email. We will not connect if the user does not follow all our instructions first.
  • We will give instructions by emailing you a link or explaining what to do. We will however not do the set-up for you.
  • We only support the latest version of ROBOTILL. If you have a problem and you are not on the latest version, ROBOTILL Support will first ask you to upgrade to the latest version before they will assist you. Upgrades are free.
  • Our support team gets good feedback for their fast and friendly service. We appreciate every customer but we also love our employees. We will not tolerate customers that are rude to our support team. Customers that are rude will not receive support and their emails will be blocked.

Why we only do email support

Our goal is clear: To offer a high quality, professional Point of Sale system at a fraction of the cost that includes free support. In order to achieve this we need to keep our overheads to a minimum.

The operating costs of an email support team is much less than a telephone support team. With email support the workload can be spread out through the day while telephone support requires more team members to cater for peak periods.

The workload for email support is also less. If there is telephone support users are more likely to phone support if there is a problem while with email support they are more likely to first do an online search for a solution (ROBOTILL has excellent online help).

Why there are no exceptions to the rule of only email support

Some customers understand that we only do email support but just 'quickly want to talk to someone'. This will be unfair to the rest of our customers that are willing to search our online help or send an email. Once a customer did call and received support - he will be more likely to call again if he needs support instead of sending an email. As we do not have the infrastructure for telephone support (by choice and by design), the next time the customer phones we might not be able to take his call.

Making exceptions to our rule of 'Only Email Support' will lead to unhappy customers and an unhappy support team.