Software & Hardware Support

UTC RETAIL support services are designed to meet the varied needs of retailers including education and training programs, help desk support and maintenance services. These services are designed to ensure that the transition to the new system is smooth, with as little disruption to your business as possible. Once operational, our ongoing service and support programs are there to supplement your own staff and keep your business running smoothly when challenges arise. 

UTC RETAIL hardware maintenance options include depot, hot swap and on-site. All programs are flexible and can be tailored to meet your individual needs, resulting in increased employee productivity.

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If you purchased a UTC RETAIL solution from one of our partners and have questions regarding repair or support, please click here to send us an email and we will be happy to provide you with more information. 

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Education and training are the keys to leveraging your investment and realizing the ROI you expect from your retail management solution.

  • Initial training on your new system ensures your staff is up and running quickly
  • On-going education keeps your employees as productive as possible

On site training is available during the installation of your retail enterprise solution and can also be arranged as needed for the continuing education of your team. 

We also offer e-learning through a series of webinar events that highlight application modules from our software suite. These classes are available on an open enrollment basis and allow you to participate in the events that are most pertinent to your business needs.

Maintenance Services

Since 1988, UTC RETAIL's Maintenance Services have helped retailers maximize productivity, profitability, and the life of their retail technology solutions. Our on-site maintenance support team and depot repair service technicians repair and maintain retail hardware solutions products and peripherals from all major manufacturers. We maintain strong relationships with these companies and keep inventory ready for fast turnaround to improve your system availability. The following services ensure your systems are well maintained to provide long, productive lives.

Depot Maintenance and Repair
UTC RETAIL's Depot Maintenance coverage can be tailored to meet your specific requirements. We offer multiple programs including standard flat rate and contract pricing. Our technicians are trained and certified to repair an extended line of equipment, old and new, at all stages of the technology lifecycle.

Hot Swap Replacement
As an extension of our Depot Maintenance service, UTC RETAIL will maintain an allocation of your retail hardware inventory at our centrally located facility so it's ready for immediate shipment to replace failing products in the field. If a store experiences an equipment failure, call our Help Desk for a diagnosis. If we can't resolve the issue over the phone, we'll ship your dedicated replacement overnight directly to the store. Your system will be up and running the next day. The store then ships the failed unit to us. We repair the unit and return it to your inventory for future deployment. We manage the logistics and your operations benefit from improved availability.

On-Site Maintenance
UTC RETAIL has an extensive network of on-site service technicians throughout North America. Our technicians are highly trained in retail technology so you can expect an expert, professional service technician at your location to get your mission critical retail management solution up-and-running promptly. We offer flexible programs that can be tailored to your specific requirements, including seasonally adjusted coverage and varying service hours to accommodate your required response times.

UTC RETAIL understands the critical nature of keeping your stores operating at the highest level of performance. When a system is down, for whatever the reason, the priority is to restore operations  so that you can continue to process transactions. UTC RETAIL's dedicated support personnel are on call and committed to resolving your issues quickly and efficiently.. 

Our full-time support technicians are trained experts on our branded retail software, retail hardware and all third party software and hardware products that are part of our total retail management solutions. 

This gives you a single point of contact to resolve all issues and eliminates anything that delays the ultimate goal of getting your operation back up and running.

UTC RETAIL's Technical Support resources include:

  • Unlimited toll-free Help Desk services
  • Secure on-line web portal providing real-time customer specific information
  • On-line FAQs, user guides, and technical manuals
  • On-line access to device drivers
  • Need additional help? Send an email directly to our technical support team or log a support call through our customer portal.

We developed this site with you in mind to provide secure, convenient, real-time access to important information about your account. Our web portal offers 24/7/365 access to key data, giving you value-added services and support. 

Service-On-Demand functionality includes:

  • Standard reporting including repair status, repair history, service shipments, and service inventory reports
  • Order placement for hot swap replacement equipment and deployment directly to stores in need

UTC RETAIL developed Service-on-Demand to be easy and flexible to use. You can query all reports so you can customize and sort data quickly to find the specific information you need right away. Service-on-Demand is just another way UTC RETAIL demonstrates our commitment to providing the best retail management solutions service and support in the industry.

Click here to access our Service-On-Demand customer portal.