Support

ONE point of contact for support of your complete solution

Our global technical support team and customer service team are committed to providing world class support, with expert support engineers available to answer your technical queries and to help resolve any technical issues. Barnes Smart Solutions is your one-stop call for support of all the components of your EMV solutions i.e. P3 software, payShield hardware, payShield Firmware and licenses.

Region

Contact Number

Email

ALL

+44 (0)1730 231313 (08h30 – 17h30 UK Time)

P3support@barnessmart.com (nearly 24 Hrs)

Why is it important to renew annual maintenance support?

Maintenance support provides you with peace of mind that professional engineers will attend to any errors or problems you may encounter with the overall solution ensuring that there is minimal if any impact on your operation.

We are proud of the fact that our solution is stable and rarely need any support fixes. In order to maintain the highest quality level and ensure that our solution complies to all requirements, we re-invest maintenance support revenue in the onward development of our product. Customers who have maintenance support thus realise this benefit by receiving free upgrades.

We also have example profiles for all the major payment associations and some national payment schemes which can be used as starting point by our customers. Our automated test environment is available for all customers who have a valid maintenance support contract. By utilising this service, it will enable you, to make sure that any P3 upgrade will not have a negative impact on your operations.

Scope of Support

Support (Software & Hardware)

Premium

Standard

   Phone support during UK business hours

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   Email support
   (Regional business hours)

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  Maximum 4-hour response to initial query

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   Maximum 8-hour response to initial query during weekdays, 24-hour response during Bank Holidays and Weekends 

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   Software Updates and hot fixes

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   Access to knowledge articles, product announcements and information

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Hardware Support

  
   Manage Advance Replacement of faulty hardware

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   Manage return of failed Hardware to Hardware Vendor for Repair or Replacement (15-day turnaround) 

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   Firmware updates

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   Hot fixes for firmware

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Want to find out more?