What is in place, how it is connected, which configuration.
Projexo Caisse
When the system freezes, you know who to call.
Projexo knows your installation, diagnoses the problem and coordinates the parties involved when several systems are concerned.
What we doQualify, diagnose, resolve, coordinate
With whomYou, the publisher, the payment provider, the operator
What you keepA history of your interventions
Handling an incident
What happens between your call and closure
Seven steps: the first is the one that saves the most time.
Reporting
You contact us and describe what you see. No need to know where it comes from.
OutcomeAn open incident
Qualification
What is it: software, hardware, network, payment, settings or usage.
OutcomeThe right lead, from the start
Diagnosis
We know your installation: that is what avoids starting from scratch with every call.
OutcomeThe cause identified
Remote resolution
Remote maintenance resolves most blockages without a site visit.
OutcomeThe terminal back in service
On-site visit or escalation
On site when necessary, or to the publisher, the manufacturer or the provider concerned.
OutcomeThe right party engaged
Verification
We repeat the action that was failing, with you, before closing.
OutcomeThe fix confirmed
Closure
The intervention is logged: it will be useful on the next call.
OutcomeOne more line in your history
Six families of problems
It is not always the POS
Choose what is happening to you: half of all blockages do not come from the software.
A software problem
The screen freezes, a function no longer responds, an error message appears. The diagnosis separates what comes from the settings from what comes from the application itself.
Who steps inProjexo diagnoses and fixes what relates to the settings; what relates to the application goes up to the publisher
A hardware problem
The printer prints nothing, the drawer no longer opens, the screen does not come on. We first check the connections, then the device.
Who steps inProjexo for the diagnosis and connections; the manufacturer for a fault under warranty
A connection problem
The terminal no longer sees the kitchen, the terrace is not getting through, everything is slow. It is often the network, rarely the software — and that is where an integrator makes the difference.
Who steps inProjexo qualifies and directs; the operator or the network installer handles what falls to them
A payment problem
The payment terminal does not receive the amount, a transaction stays pending, the reconciliation does not add up.
Who steps inProjexo checks the link with the POS; the payment provider handles the transaction
A settings error
A wrong price, VAT applied incorrectly, an order sent to the wrong station. It is not a breakdown: it is a setting.
Who steps inProjexo, by remote maintenance in most cases
A training need
A function exists but nobody knows how to use it, or a new team member gets stuck. The system works: it is the know-how that is missing.
Who steps inProjexo, through an additional session — it is a service, not an incident
Who does what
Who steps in, and on what
We coordinate: that does not mean we control other people's systems.
You
What you provide or approve
- The report, with what you observe
- Access to the terminal for remote maintenance
- Current contracts: publisher, payment, operator
- The appointment of a point person within your team
- Confirmation that the problem is resolved
Projexo
What we carry out
- Qualification and diagnosis
- Remote maintenance and correction of settings
- On-site intervention when necessary
- Engaging the right party and follow-up
- The history of your interventions
Publisher or third party
What does not depend on us
- The publisher, for what relates to the application itself
- The payment provider, for transactions
- The operator, for the internet connection
- The manufacturer, for a fault under warranty
We remain your point of contact even when the cause is not within our remit: we engage the third party concerned and follow the case. We have, however, no power over their timescales or their decisions.
Before / after
With or without a single point of contact
The same incident, two ways of living it: the difference lies in who knows your installation.
On arrival
- First you look for who to call: the publisher, the seller, the operator
- Each party asks for the configuration all over again
- Each one blames the other
- Nothing is logged: the next call starts from scratch
- The terminal stays blocked while you search
On leaving
- A single number, whatever the device at fault
- Your installation is known: the diagnosis starts from there
- We engage the third party concerned and follow the case
- Every intervention is logged in your history
- Most blockages are resolved by remote maintenance
This comparison describes an organisation, not a timescale: availability and handling terms are those of your support contract.
Terms
What support includes
What is covered, what is not: written here, and repeated in your contract.
Included
- A contact who knows your installation, and who qualifies the incident
- Remote maintenance: most blockages are resolved without a site visit
- Adjusting the settings when your menu or your organisation changes
- Software updates and checking that everything works properly
- Coordination with the publisher or the provider concerned
Not included — costed separately
- Replacement of hardware out of warranty
- On-site interventions, priced case by case
- Changes of scope: additional terminal, new site
- Additional training sessions
- Network or electrical work
Channels, availability and timescales
Terms defined in your support contract. We do not display on this site any hours, response time or permanent availability: these are commitments, and a commitment is written into a contract, not on a presentation page.
The price
What support costs
One amount, one frequency: anything outside the package is priced separately, and stated above.
This amount covers support as described above. On-site interventions, hardware out of warranty and changes of scope are priced case by case, and are not included.
What you are left with
What is logged
Support that leaves no trace starts again with every call: yours leaves one.
What was reported, diagnosed and fixed, and when.
Who to call, how, and what to have to hand.
For on-site interventions, what was done and checked.
These documents concern the installations we have carried out or taken over. Their exact content depends on your support contract.
Our expertise
Five trades that follow one another
Each one prepares the next: that is what makes the difference between an integrator and a reseller.
Consulting and workflow auditUnderstanding how you operate before recommending anything at all.Integration and migrationMaking the software, data, hardware and your tools hold together.Installation and configurationHardware prepared, connected and tested before the first customer.Team trainingThe team at ease on your configuration, not on a demo.Support and maintenanceA point of contact who knows your installation when something gets stuck.
Let us define the level of support suited to your business.
A business open seven days a week and a shop closed on Mondays do not have the same needs. We talk about it before committing you to anything.
Your quote, itemised line by line.
An audit of your workflows, then a quote detailing every item and a rollout schedule set with you.