Frequently Asked Questions

[+] Do I have to sign a "e;Support Contract"e; after I purchase the system?
No. While we recommend availing of our cost effective support contracts which allow your business to budget your technology costs, we never force our customer to sign support contracts. You will receive the same level of support if you call in on a case by case basis.
[+] What’s covered in the Support Contract?
24/7 Emergency Support Monday to Friday 8am-5pm Non-Emergency Support Dedicated Technician Access Support via Phone (direct cell), Text, Email & Website Support Ticket Logging & Reporting Online Database backup Software Updates Hardware Support *(applies to equipment purchased from Harbour POS) Software Updates Remote Access Discounts on Hardware Discounts on POS Supplies
[+] What are your hourly rates?
Our standard weekly rate is $89/hr. Monday to Friday 8am – 5pm Weekday evenings are $125/hr. Monday to Friday 5pm – 8am Weekends are $150/hr. Friday 5pm to Monday 8am Travel is billed at half our regular hourly rate $45/hr. We aim to be fair with billing. Remote Support & Phone Support is billed in 15min increments, meaning if you call us and we answer your question/solve the problem within 15min, the bill we only be $22.25. On-site visits are minimum 1hr billing and 15min. increments thereafter. We don’t bill for travel within the Capital Region District or Nanaimo for scheduled calls. If the call is an emergency we may bill for travel.
[+] Why is the rate more expensive during evenings & weekends?
We understand the need for 24/7 tech support for businesses. When you’re having issues with you point of sale system you’re not as effective and losing money, you need the problem solved quickly! Staffing these peak hours with skilled staff requires a premium. This is the same as needing a Plumber at 9pm on Sunday because a pipe burst, the rate is higher to cover the increased cost of labour and also to encourage “non-emergency calls” to come during regular business hours.
[+] Why is Point of Sale Equipment so expensive?
Point of Sale equipment is designed for reliability. Made of more durable components than consumer products and put through vigorous testing to withstand the demanding retail & restaurant environments. POS equipment is used all day every day. Equipment failure results in loss of efficiency and business, affecting the bottom line. At Harbour POS most of our equipment comes with 3 year advanced exchange warranties, protecting your investment and business from downtime. If your hardware fails and cannot be easily repaired, we will replace it the same day with a new unit. We have a POS system for any budget. Ask us about our pre-owned systems that come with a 1 year warranty!
[+] What payment methods do you accept?
At the moment, we accept Cheque & Amex, Visa, MasterCard via Paypal. We have a convenient customer portal to view & pay invoices https://harbourpos.freshbooks.com contact us at support@harbourpos.com for login details.
[+] Do you supply POS Paper?
Yes. We offer free local delivery, discounts on bulk orders (5 or more cases) and we will match any price. We carry all varieties of Thermal POS Receipt & Impact (Kitchen Receipt) as well as Ink Ribbons. Order POS paper conveniently online here – http://www.harbourpos.com/supplies.php