{"id":5770,"date":"2025-11-24T14:27:55","date_gmt":"2025-11-24T14:27:55","guid":{"rendered":"https:\/\/nids.co.ke\/pos-system-in-kenya\/?page_id=5770"},"modified":"2025-11-24T14:27:55","modified_gmt":"2025-11-24T14:27:55","slug":"support","status":"publish","type":"page","link":"https:\/\/nids.co.ke\/pos-system-in-kenya\/support\/","title":{"rendered":"Support"},"content":{"rendered":"<h1 data-start=\"148\" data-end=\"161\"><strong data-start=\"150\" data-end=\"161\">Support<\/strong><\/h1>\n<p data-start=\"163\" data-end=\"194\"><strong data-start=\"163\" data-end=\"194\">Last Updated: [Insert Date]<\/strong><\/p>\n<p data-start=\"196\" data-end=\"422\">Welcome to the <strong data-start=\"211\" data-end=\"245\">NIDS POS System Support Center<\/strong>.<br data-start=\"246\" data-end=\"249\" \/>We are dedicated to helping you get the most value from our POS (Point of Sale) solution. Whether you\u2019re onboarding, troubleshooting, or upgrading, our team is here for you.<\/p>\n<hr data-start=\"424\" data-end=\"427\" \/>\n<h2 data-start=\"429\" data-end=\"454\"><strong data-start=\"432\" data-end=\"454\">1. How to Reach Us<\/strong><\/h2>\n<p data-start=\"456\" data-end=\"478\"><strong data-start=\"456\" data-end=\"476\"> Phone Support<\/strong><\/p>\n<ul data-start=\"479\" data-end=\"503\">\n<li data-start=\"479\" data-end=\"503\">\n<p data-start=\"481\" data-end=\"503\">Call: +254 798 042636<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"505\" data-end=\"527\"><strong data-start=\"505\" data-end=\"525\"> Email Support<\/strong><\/p>\n<ul data-start=\"528\" data-end=\"557\">\n<li data-start=\"528\" data-end=\"557\">\n<p data-start=\"530\" data-end=\"557\">Email: <strong data-start=\"537\" data-end=\"557\"><a class=\"decorated-link cursor-pointer\" rel=\"noopener\" data-start=\"539\" data-end=\"555\">admin@nids.co.ke<\/a><\/strong><\/p>\n<\/li>\n<\/ul>\n<p data-start=\"559\" data-end=\"584\"><strong data-start=\"559\" data-end=\"582\"> WhatsApp Support<\/strong><\/p>\n<ul data-start=\"585\" data-end=\"609\">\n<li data-start=\"585\" data-end=\"609\">\n<p data-start=\"587\" data-end=\"609\">Chat: +254 798 042636<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"611\" data-end=\"614\" \/>\n<h2 data-start=\"616\" data-end=\"639\"><strong data-start=\"619\" data-end=\"639\">2. Support Hours<\/strong><\/h2>\n<ul data-start=\"641\" data-end=\"761\">\n<li data-start=\"641\" data-end=\"685\">\n<p data-start=\"643\" data-end=\"685\"><strong data-start=\"643\" data-end=\"665\">Monday \u2013 Saturday:<\/strong> 8:00 AM \u2013 6:00 PM<\/p>\n<\/li>\n<li data-start=\"686\" data-end=\"761\">\n<p data-start=\"688\" data-end=\"761\"><strong data-start=\"688\" data-end=\"717\">Sunday &amp; Public Holidays:<\/strong> Emergency support only (via phone\/WhatsApp)<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"763\" data-end=\"766\" \/>\n<h2 data-start=\"768\" data-end=\"793\"><strong data-start=\"771\" data-end=\"793\">3. What We Support<\/strong><\/h2>\n<p data-start=\"795\" data-end=\"822\">We provide assistance with:<\/p>\n<ul data-start=\"824\" data-end=\"1158\">\n<li data-start=\"824\" data-end=\"859\">\n<p data-start=\"826\" data-end=\"859\">POS system setup &amp; installation<\/p>\n<\/li>\n<li data-start=\"860\" data-end=\"905\">\n<p data-start=\"862\" data-end=\"905\">Registering products, categories &amp; prices<\/p>\n<\/li>\n<li data-start=\"906\" data-end=\"940\">\n<p data-start=\"908\" data-end=\"940\">Staff user setup &amp; permissions<\/p>\n<\/li>\n<li data-start=\"941\" data-end=\"995\">\n<p data-start=\"943\" data-end=\"995\">Payment integrations (mobile money, card payments)<\/p>\n<\/li>\n<li data-start=\"996\" data-end=\"1033\">\n<p data-start=\"998\" data-end=\"1033\">Transaction flow issues or errors<\/p>\n<\/li>\n<li data-start=\"1034\" data-end=\"1079\">\n<p data-start=\"1036\" data-end=\"1079\">Printing receipts \/ invoice configuration<\/p>\n<\/li>\n<li data-start=\"1080\" data-end=\"1109\">\n<p data-start=\"1082\" data-end=\"1109\">Reports &amp; sales analytics<\/p>\n<\/li>\n<li data-start=\"1110\" data-end=\"1131\">\n<p data-start=\"1112\" data-end=\"1131\">Syncing inventory<\/p>\n<\/li>\n<li data-start=\"1132\" data-end=\"1158\">\n<p data-start=\"1134\" data-end=\"1158\">Remote troubleshooting<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"1160\" data-end=\"1163\" \/>\n<h2 data-start=\"1165\" data-end=\"1195\"><strong data-start=\"1168\" data-end=\"1195\">4. What Is Not Included<\/strong><\/h2>\n<ul data-start=\"1197\" data-end=\"1508\">\n<li data-start=\"1197\" data-end=\"1265\">\n<p data-start=\"1199\" data-end=\"1265\">On-site hardware repair (unless part of a separate service plan)<\/p>\n<\/li>\n<li data-start=\"1266\" data-end=\"1334\">\n<p data-start=\"1268\" data-end=\"1334\">Maintenance of third-party hardware (printers, barcode scanners)<\/p>\n<\/li>\n<li data-start=\"1335\" data-end=\"1422\">\n<p data-start=\"1337\" data-end=\"1422\">Staff training on your business operations (we train on the system, not operations)<\/p>\n<\/li>\n<li data-start=\"1423\" data-end=\"1508\">\n<p data-start=\"1425\" data-end=\"1508\">Custom development (e.g. new POS modules) \u2014 but we can discuss paid customization<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"1510\" data-end=\"1513\" \/>\n<h2 data-start=\"1515\" data-end=\"1550\"><strong data-start=\"1518\" data-end=\"1550\">5. Remote Assistance Options<\/strong><\/h2>\n<p data-start=\"1552\" data-end=\"1592\">For remote help, we can support you via:<\/p>\n<ul data-start=\"1594\" data-end=\"1657\">\n<li data-start=\"1594\" data-end=\"1609\">\n<p data-start=\"1596\" data-end=\"1609\"><strong data-start=\"1596\" data-end=\"1607\">AnyDesk<\/strong><\/p>\n<\/li>\n<li data-start=\"1610\" data-end=\"1628\">\n<p data-start=\"1612\" data-end=\"1628\"><strong data-start=\"1612\" data-end=\"1626\">TeamViewer<\/strong><\/p>\n<\/li>\n<li data-start=\"1629\" data-end=\"1657\">\n<p data-start=\"1631\" data-end=\"1657\"><strong data-start=\"1631\" data-end=\"1639\">Zoom<\/strong> \/ <strong data-start=\"1642\" data-end=\"1657\">Google Meet<\/strong><\/p>\n<\/li>\n<\/ul>\n<p data-start=\"1659\" data-end=\"1725\">We\u2019ll schedule a session based on the best available time for you.<\/p>\n<hr data-start=\"1727\" data-end=\"1730\" \/>\n<h2 data-start=\"1732\" data-end=\"1769\"><strong data-start=\"1735\" data-end=\"1769\">6. Response &amp; Resolution Goals<\/strong><\/h2>\n<div class=\"_tableContainer_1rjym_1\">\n<div class=\"group _tableWrapper_1rjym_13 flex w-fit flex-col-reverse\" tabindex=\"-1\">\n<table class=\"w-fit min-w-(--thread-content-width)\" data-start=\"1771\" data-end=\"2197\">\n<thead data-start=\"1771\" data-end=\"1821\">\n<tr data-start=\"1771\" data-end=\"1821\">\n<th data-start=\"1771\" data-end=\"1784\" data-col-size=\"md\">Issue Type<\/th>\n<th data-start=\"1784\" data-end=\"1800\" data-col-size=\"sm\">Response Time<\/th>\n<th data-start=\"1800\" data-end=\"1821\" data-col-size=\"sm\">Resolution Target<\/th>\n<\/tr>\n<\/thead>\n<tbody data-start=\"1874\" data-end=\"2197\">\n<tr data-start=\"1874\" data-end=\"1947\">\n<td data-start=\"1874\" data-end=\"1903\" data-col-size=\"md\"><strong data-start=\"1876\" data-end=\"1888\">Critical<\/strong> (System down)<\/td>\n<td data-col-size=\"sm\" data-start=\"1903\" data-end=\"1925\">As soon as possible<\/td>\n<td data-col-size=\"sm\" data-start=\"1925\" data-end=\"1947\">Within a few hours<\/td>\n<\/tr>\n<tr data-start=\"1948\" data-end=\"2035\">\n<td data-start=\"1948\" data-end=\"2001\" data-col-size=\"md\"><strong data-start=\"1950\" data-end=\"1967\">High Priority<\/strong> (Payment integration, major bug)<\/td>\n<td data-col-size=\"sm\" data-start=\"2001\" data-end=\"2014\">4\u201312 hours<\/td>\n<td data-col-size=\"sm\" data-start=\"2014\" data-end=\"2035\">Same business day<\/td>\n<\/tr>\n<tr data-start=\"2036\" data-end=\"2121\">\n<td data-start=\"2036\" data-end=\"2092\" data-col-size=\"md\"><strong data-start=\"2038\" data-end=\"2057\">Medium Priority<\/strong> (Feature not working as expected)<\/td>\n<td data-col-size=\"sm\" data-start=\"2092\" data-end=\"2103\">24 hours<\/td>\n<td data-col-size=\"sm\" data-start=\"2103\" data-end=\"2121\">1 business day<\/td>\n<\/tr>\n<tr data-start=\"2122\" data-end=\"2197\">\n<td data-start=\"2122\" data-end=\"2162\" data-col-size=\"md\"><strong data-start=\"2124\" data-end=\"2140\">Low Priority<\/strong> (Guidance, training)<\/td>\n<td data-col-size=\"sm\" data-start=\"2162\" data-end=\"2176\">24\u201348 hours<\/td>\n<td data-col-size=\"sm\" data-start=\"2176\" data-end=\"2197\">1\u20132 business days<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<hr data-start=\"2199\" data-end=\"2202\" \/>\n<h2 data-start=\"2204\" data-end=\"2252\"><strong data-start=\"2207\" data-end=\"2252\">7. Support Feedback &amp; Service Improvement<\/strong><\/h2>\n<p data-start=\"2254\" data-end=\"2394\">We value your feedback on how we\u2019re doing.<br data-start=\"2296\" data-end=\"2299\" \/>After support sessions, you may receive a short survey \u2014 please let us know how we can improve.<\/p>\n<p data-start=\"2396\" data-end=\"2489\">For ideas on new features, enhancements, or system changes, email us at <strong data-start=\"2468\" data-end=\"2488\"><a class=\"decorated-link cursor-pointer\" rel=\"noopener\" data-start=\"2470\" data-end=\"2486\">admin@nids.co.ke<\/a><\/strong>.<\/p>\n<hr data-start=\"2491\" data-end=\"2494\" \/>\n<h2 data-start=\"2496\" data-end=\"2532\"><strong data-start=\"2499\" data-end=\"2532\">8. Knowledge Base &amp; Self-Help<\/strong><\/h2>\n<p data-start=\"2534\" data-end=\"2604\">We are building a <strong data-start=\"2552\" data-end=\"2570\">Knowledge Base<\/strong> (KB) with articles and guides on:<\/p>\n<ul data-start=\"2606\" data-end=\"2748\">\n<li data-start=\"2606\" data-end=\"2643\">\n<p data-start=\"2608\" data-end=\"2643\">How to set up products in the POS<\/p>\n<\/li>\n<li data-start=\"2644\" data-end=\"2681\">\n<p data-start=\"2646\" data-end=\"2681\">How to handle returns and refunds<\/p>\n<\/li>\n<li data-start=\"2682\" data-end=\"2717\">\n<p data-start=\"2684\" data-end=\"2717\">Tutorials on generating reports<\/p>\n<\/li>\n<li data-start=\"2718\" data-end=\"2748\">\n<p data-start=\"2720\" data-end=\"2748\">Inventory management steps<\/p>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Support 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\u2019re onboarding, troubleshooting, or upgrading, our team is here for you. 1. How to Reach Us Phone Support Call: +254 798 042636 Email Support Email:&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"pagelayer_contact_templates":[],"_pagelayer_content":"","footnotes":""},"class_list":["post-5770","page","type-page","status-publish","hentry","page--item"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support - pos system in kenya<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nids.co.ke\/pos-system-in-kenya\/support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support - pos system in kenya\" \/>\n<meta property=\"og:description\" content=\"Support 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. 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