When a till goes down in a busy restaurant, your engineer needs three things fast: a job reference, the right driver and someone at the distributor who knows what’s going on. Nobody wants to spend twenty minutes on hold reading out a serial number.
That’s why we built the B-Spoke Technical Portal. It’s a separate login for the engineers and support staff at our partner companies, and it handles the day-to-day EPOS support work: logging faults, booking onsite warranty visits, checking serials and downloading drivers.
The screenshots below use a sample reseller account, North POS Ltd.
The dashboard
Log in and you see your open jobs, anything waiting for your reply and how many jobs have been resolved. Click a number to see the list behind it.
Quick actions
Most visits start with one of four quick actions:
- Log a fault when something isn’t working
- Onsite warranty to request an engineer visit
- Check a serial to see the model and warranty status
- Drivers & guides for downloads and fixes
Every job gets a BSP reference number. Quote it on WhatsApp, live chat or the phone and our technical team can pull it straight up.
Serial number and warranty checker
Type in a serial number and the portal tells you the model and its warranty status. If you’re not sure where to find the serial, there’s a guide on the same page. On HiStone terminals it’s on a label under the plastic flap that covers the cables and ports. On mobile terminals it’s under the battery or on the back cover, and on printers and cash drawers it’s underneath.
Drivers and guides
Drivers, firmware, manuals and fixes for the HiStone range are in one place, so your engineer can grab what they need on site.
More than fault logging
The portal also has tabs for notes, contacts, your customers and the equipment you’ve installed for them. Over time it builds into a record of what’s out there, which helps when a customer rings about a till you installed two years ago.
Talk to a person when you need to
The portal isn’t there to stop you calling us. Our technical team covers HiStone hardware, ICRTouch and Hisense displays, and you can reach them by live chat, WhatsApp, on 0116 260 3100 or at technical@b-spokesystems.com. The difference is that when you do call, the job’s already logged and we’ve seen the photo.
Warranty and repairs, handled in the UK
Warranty work and repairs are handled by our own team in Leicester, and we hold spare parts in the UK to keep downtime short. Our all-in-one terminals come with a 3-year return-to-base warranty, and you can upgrade to 3 years onsite when you order.
Getting access
The Technical Portal comes with your B-Spoke partner account. If you’re not a partner yet, register here. If you are, use Technical Login at the top of any page on our site.