Last Updated: [Insert Date]
Welcome to the NIDS POS System Support Center.
We are dedicated to helping you get the most value from our POS (Point of Sale) solution. Whether you’re onboarding, troubleshooting, or upgrading, our team is here for you.
Phone Support
Call: +254 798 042636
Email Support
Email: admin@nids.co.ke
WhatsApp Support
Chat: +254 798 042636
Monday – Saturday: 8:00 AM – 6:00 PM
Sunday & Public Holidays: Emergency support only (via phone/WhatsApp)
We provide assistance with:
POS system setup & installation
Registering products, categories & prices
Staff user setup & permissions
Payment integrations (mobile money, card payments)
Transaction flow issues or errors
Printing receipts / invoice configuration
Reports & sales analytics
Syncing inventory
Remote troubleshooting
On-site hardware repair (unless part of a separate service plan)
Maintenance of third-party hardware (printers, barcode scanners)
Staff training on your business operations (we train on the system, not operations)
Custom development (e.g. new POS modules) — but we can discuss paid customization
For remote help, we can support you via:
AnyDesk
TeamViewer
Zoom / Google Meet
We’ll schedule a session based on the best available time for you.
| Issue Type | Response Time | Resolution Target |
|---|---|---|
| Critical (System down) | As soon as possible | Within a few hours |
| High Priority (Payment integration, major bug) | 4–12 hours | Same business day |
| Medium Priority (Feature not working as expected) | 24 hours | 1 business day |
| Low Priority (Guidance, training) | 24–48 hours | 1–2 business days |
We value your feedback on how we’re doing.
After support sessions, you may receive a short survey — please let us know how we can improve.
For ideas on new features, enhancements, or system changes, email us at admin@nids.co.ke.
We are building a Knowledge Base (KB) with articles and guides on:
How to set up products in the POS
How to handle returns and refunds
Tutorials on generating reports
Inventory management steps