Audience: Prospective and current Tower Systems point of sale (POS) software customers.
Yes. Support is included in the Tower Systems rental or subscription, with no additional support fee. Support covers one-on-one human phone support, email support, software updates, the ChatBot, the video training library, and regular group training sessions. The help desk is staffed entirely by Tower Systems people based in Australia and New Zealand, never outsourced, and is open 7am to 6pm Monday to Friday and 7:30am to 3pm Saturday, Melbourne time, with after-hours help for urgent queries. To reach support, call
+61 3 9524 8000 or email
support@towersystems.com.au.
Is support included in the rental or subscription?
Yes. Support is included in your Tower Systems rental or subscription. There is no additional support fee.
If you own your Tower Systems software outright rather than renting it, support works differently. See our article on the Tower software support price for the details that apply to owned licences.
What does support include?
Support covers a range of services at no extra cost:
- One-on-one phone support, delivered by a person.
- Email support.
- Access to software updates.
- Access to the ChatBot.
- Access to the video training library.
- Access to our regular customer group training sessions.
What are the help desk hours?
The help desk is open from 7am to 6pm Monday to Friday, and from 7:30am to 3pm Saturday, Melbourne time. After-hours support is available for urgent queries.
Is the help desk outsourced, or do I speak to Tower Systems?
You speak to Tower Systems. The help desk is staffed entirely by us and is never outsourced. Our help desk team members are based in Australia and New Zealand.
Can I set how urgent my support request is?
Yes. With Tower Systems support, you set your own call priority, from 1 to 4. Priority 1 means urgent, and priority 4 means get back to me when you can. This puts you in control of how quickly you need a response.
Do you monitor my data backups?
Yes, for customers using our cloud backup service. We proactively monitor that your backups complete, and we follow up with you if there is a problem, so you are not left exposed.
What is the free theft check service?
Support includes a free theft check service. We review encrypted transactional data from your business over time and look for patterns. The aim is to surface patterns worth a closer look, not to make an accusation of employee theft. We let you know what we find, and what you do next is up to you. This is part of how we help protect your business.
How is Tower Systems support different from other POS companies?
Our support is unique to Tower Systems. It has evolved over decades of serving local independent small business retailers, and from our own experience opening and running our own shops. That background shapes how we help, because we understand the realities of running a retail business.
You can reach the Tower Systems help desk by phone on
+61 3 9524 8000 or by email at
support@towersystems.com.au, during help desk hours, with after-hours help available for urgent queries. The ChatBot on our website is available at any time and resolves many queries on the spot.