At Wiz-Tec, we are committed to providing full support to our clients by being available 24 hours a day, 7 days a week, 365 days a year. Our full service and support includes the following:

Advance Hardware Replacement

We cover the warranty wait time on Wiz-Tec supplied equipment only, which is typically 6 to 8 weeks from a manufacturer. We do this because you run a business and cannot wait 6 to 8 weeks for a product to be serviced and returned. Without advance hardware replacement, you’d end up just going out and buying a new piece of hardware every time something broke, incurring much higher cost to you.

Online and telephone support

Wiz-Tec provides Online and Telephone support for operator issues and software issues. If the call is a quick and simple matter that is resolved in under 15 minutes, which most of them are, you are not going to be billed as long as you are on our Service and Support plans. Operator issues in excess of a reasonable amount of time can generate an invoice if they are out of scope.

Onsite support as required

Labour and travel are billable…even under a warranty situation. The equipment will be dealt with free of charge under warranty if it is a warranty issue. Wiz-Tec does not actually determine this, the manufacturer does. The product warranty is just executed upon by Wiz-Tec on your behalf. For example; if your receipt printer broke, we would troubleshoot it and if we couldn’t get it working, we would replace it, and send the damaged one to the manufacturer. If the manufacturer sends it back with a note saying “someone spilled coffee in the works”, then you’ll rightly receive a bill for causing the damage. If it was a defective printer, you just continue on. Replacement product is covered for 90 days while we wait for the manufacturer’s report on the inoperable product.

Software upgrades to Wiz-Tec products

Wiz-Tec, as part of your service and support, covers all required software upgrades for the purpose of maintenance and security to our product generated as a result of our work. We do not, for example, cover a Window’s upgrade. So to give you an idea of what we mean by this, Windows 2000 has officially been discontinued by Microsoft, and support has also been discontinued. When the operating system is no longer supported, Wiz-Tec will upgrade the system to the next supported operating platform, which in this case is Windows XP. For this service you would be billed for the Labour and the new license for Windows. Another example is cleaning a virus off of your computer. We didn’t put it there, so it is out of scope of your service and you will be billed for cleaning it out. Nor do we support any software that’s on your system that isn’t Wiz-Tec’s or put there by Wiz-Tec. So if you put other software on it and the iPOS software is affected as a result, that is a billable item to you.

Wiz-Tec provides a stock of reports with our product

Wiz-Tec provides a standardized set of reports with its products, and you are informed of which reports you have access to at the time of sale. Wiz-Tec can export any data within our system in whatever file type you would like, however mapping to other software is out of scope, and is billable. Additionally, if you request a report that is not part of the standard deployment, there is a minimum 4 hour Labour charge (we have to create it, test it, deploy it, and teach you how to use it). If the report is more complicated and requires longer than 4 hours, the technician will get back to you with a quote for development for you to approve or decline at your choice.