Helpdesk & Support

Our helpdesk & support department comprise a team of over 30 highly trained staff currently providing support to over 750 clients, across 3,500 sites - supporting in excess of 22,000 EPoS and back office systems.
The team provide support services for an extensive range of IT systems, and to a varied user base - from single EPoS, single site businesses to multi-national retailers.

Who answers my support calls?

The helpdesk is staffed by experienced operators, all of whom have previously worked in retail environments, many as store managers. The team undertake regular product and client training to ensure they’re knowledgeable not only about the products we support, but also about the intricacies of each client’s set-up. This ensures that the helpdesk team understands your business, and are able to provide appropriate and timely support to you and your colleagues.

What levels of helpdesk support are offered?

The helpdesk offers three levels of support to ensure your calls are resolved appropriately and to your required standards:
1st Level Support
This is the first point of contact, where your initial call is logged using our dedicated call logging & tracking system - and first contact resolution is achieved wherever possible. Hardware issues are escalated to the appropriate hardware maintenance provider whilst complex application issues can be escalated to the 2nd Level Support team.
2nd Level Support
Issues that cannot be resolved quickly are escalated to our 2nd level support, a team of skilled analysts. This team carry out more in-depth investigation and can assist in the identification of a suitable interim fix whist a final resolution is identified and implemented.
3rd Level Support
Paramount to the success of any support department is having immediate access to technical resources when required. Such resources include System Engineers, Product Specialists and System Development Engineers, which form 3rd Level Support within Sanderson. This team is available for call escalation where a more detailed or largely technical call diagnosis is required and cannot be closed by the second level support team.  

How do I contact the support team?

Support requests can presently be logged via telephone, fax, email or SMS. Calls can be received direct from your stores to our 1st Level Support desk, or from your own internal support function which will be directed to our 2nd Level Support team.

When is the helpdesk open?

The helpdesk is open from 8am until 8:30pm Monday to Saturday and from 10am until 6pm on Sundays and Bank Holidays. To meet the varied requirements of our clients we also offer extended levels of cover, up to 24 hours a day, 365 days a year. A package can be tailored for your individual requirements, and core support hours can be extended to cover additional times during peak trading periods.

To discuss your requirements, call us on 024 7655 5466 or email info@sanderson.com

Call handling

Regardless of the method of contact, all support requests are received and recorded by a member of the 1st level support team. Details of the issue are recorded and validated and a unique call identity number is allocated as is a priority status – based on the severity of the incident.

The 1st Level Support representative will then attempt to resolve the issue, usually by completing a number of checks and procedures relevant to the issue and by accessing our knowledgebase of known calls and resolutions. Remote access to your system may also be used to diagnose and resolve the issue. If the call cannot be resolved during the initial investigation then it is escalated to the appropriate 2nd Level Support team. You will receive regular updates regarding the status of our investigations from call logging through to resolution.

Whatever your requirement,  you can rest assured that Sanderson is able to support your business, resolving issues thoroughly, professionally and quickly to ensure minimal impact to your business. Contact us today to find out more.