Payment Terminal Care

NetPay’s payment terminal care packages provide customers with personalised support from card terminal engineers for all our terminal range.

NetPay's Terminal Care providing businesses with support

NetPay Terminal Care provides businesses with the support of a card terminal engineer over the phone or face to face, for all our terminal range.

Should the team be unable to fix an issue over the phone, we will send out a specialist engineer at a convenient time to fix the issue.

NetPay is one of only a very few payment service providers to offer this specialist service to customers, using a UK based experienced and skilled technical support team. The professional team are on hand 24 x 7 to provide support, over the telephone or face to face.

Most issues will be resolved remotely over the telephone, but should this not be possible, and the customer has Silver or Gold Care terminal support, then arrangements will be made to dispatch an engineer to the customer’s site to remedy the issue in situ.

Care packages offer a Service Level Agreement of 4 hours to reach a customer’s site, subject to some conditions, such as location of the business. For example, certain remote parts of the UK cannot be reached by an engineer within the service level agreement timescales, and such potential customers are therefore excluded from taking the Care packages (a detailed map of the UK exclusion zones is available upon request). However, in practise, as these remote UK regions are very sparsely populated, it is very rare for a customer to be rejected from taking Care Packages based on their location.

Customers taking Silver Care, benefit from their terminal being covered for accidental damage.

With Gold Care, the cover is extended further to include the loss and theft of a terminal as well as covering the customer for accidental damage to the terminal, as provided by Silver Care.

If a terminal becomes faulty and a replacement is required then, providing a support call has been received prior to 3:00 p.m., a replacement terminal will be on site the next working day, Monday to Friday.

Benefits of Terminal Care - Silver and Gold Care

    • 24/7 x 365 Service Support Desk providing telephone technical support for any operational difficulties
    • Onsite engineer to troubleshoot terminal issues from Monday to Friday, between the hours of 08:00 to 17:00
    • Onsite within 4-hours Service Level Agreement
    • Accidental Damage Cover
    • In addition to the above, Gold cover provides bank and public holiday cover as well as loss or theft.

    Payment Terminal Care