Support scope
When Paid POS Technical Support Is Required
Most register questions are answered at no charge in the first 90 days or under merchant-processing support. Here is where paid support starts.
Support hours: Monday–Friday, 9:00 AM–5:00 PM Eastern • (855) 867-2647
The first 90 days after delivery
New equipment from SAM4sDirect includes 90 days of standard support from delivery: reasonable help with setup, normal operation, programming we supplied and troubleshooting of what you bought.
When support is billable
- Major reprogramming or extensive new data entry
- Custom programming outside the original purchase
- Training beyond basic-use help
- Networking work and third-party hardware or software troubleshooting
- Onsite service and physical repairs
- Processing problems caused by outside providers, unless part of a supported integrated configuration
Your options
Pay per time at our published rate ($100 per hour, or $50 for a 30-minute block where available), choose the $299 Annual Support plan, or ask about free support with merchant processing. We quote work outside included support before doing it. See the Programming & Support Policy.
Frequently Asked Questions
What is covered in the first 90 days?
New equipment bought from SAM4sDirect includes 90 days of standard support from delivery: basic setup, normal operation, clarification of programming we supplied and troubleshooting of the purchased equipment.
What does paid support cost?
Our published paid-support rate is $100 per hour, with $50 for a 30-minute block where available. Annual POS Technical Support at $299 for 12 months includes up to three hours.
Is onsite service available?
Onsite service is not part of any support plan and is quoted separately where available.