Email support
Write to the support team about anything in Esplanda. Answers come from the stored record of what happened and why.
$0 for every Esplanda business
Support and account reviews
POS system support that asks before it enters
Email and chat support are free for every Esplanda business, even one that buys nothing else. Support answers from the record of what Esplanda did and why, works read-only by default, and enters your account only with your permission, for a set time, with an emailed log of every action afterwards.
Phone support is $129 per location per month, and $0 while you process card payments with Esplanda. See Esplanda pricing.
In short
Esplanda's POS system support starts with what you can see: every automated action with its reason, written down when it happened. Most questions are answered from that record, with nobody inside your account.
When someone does need to go in, you are asked by name, for a reason and a length of time. Five things stay blocked for the whole session, and you get an email listing every action and every blocked attempt.
- Free email and chat support
- Read-only by default
- Access only with your yes
- Emailed action log
- Problems caught early
- Quarterly account review
Reaching support
Email, chat or a call
Written support is free for everyone. Phone support is its own line, and it costs nothing while you process card payments with Esplanda.
Phone support
Talk it through with a person on the support team. While you process card payments with Esplanda it costs nothing; if processing stops, it returns to $129 at the next billing date, with 30 days' notice.
$129 per location per month, or $0 while processing with Esplanda
Chat support
Chat with the support team while you work, for the quick how-do-I questions and the why-did-it questions alike.
$0 for every Esplanda business
Esplanda POS is free · No setup fee · No contract · Card processing is optional; every software price is the same on any processor
How processing works is on credit card processing for small business. Every line and its price is on Esplanda pricing.
Read-only by default
Support sees before it touches
"Why did you order that much?" is answered from a stored record in the time it takes to read it. The read-only view shows how your account is running, not the contents of your business.
The reason, stored at the time
Every automated action keeps the figures it read, the rule it applied and the result it expected, next to what it turned out to be worth.
A decision, re-run safely
Support can replay a past decision on the exact data it saw and show the working. A re-run only reads: ordering, messaging and repricing are switched off for it.
Connection health
Whether a register bridge is syncing, when it last did and what is failing. See POS integration.
Your limits, and where they hit
What Esplanda may do on its own in your business, and where it is stopping to ask you instead.
Errors in plain words
The thing that is failing and what it is stopping you from doing, written for an owner rather than an engineer.
A score with its reasons
Every account score lists each signal behind it, with its value and what it added or took away, plus a sentence on what moved.
Entering your account
Nobody works inside your account without your yes
You are asked by name, for a reason and a length of time, and you can say no; the problem then gets solved the longer way. Here is a supported session from start to finish.
| Stage | What it means for you |
|---|---|
| The request | A notice naming the person, what they want to do, for how long, and what stays out of their reach. Nothing happens until you allow it. |
| The banner | A bar across every screen for the whole session, naming the person, your business and the time left. |
| Five things blocked | Changing the limits on what Esplanda may do on its own, giving an approval reserved for you, viewing payment details, deleting data and starting a second session. |
| The clock | When the time runs out, the session ends, finished or not. More time takes a new request. |
| The email afterwards | Every action with its time, every attempt that was blocked, and a way to dispute any line. |
| The record | Kept for good: nobody can edit or delete it, including Esplanda. |
Account access needs a working way to notify you: with no way to reach you, nobody enters. Your data stays yours, and you can export all of it at any time. Read why Esplanda is safe to trust.
Before you notice, and every quarter
Problems caught early, results reviewed in dollars
Support works a list of problems before you call, and once a quarter it sits down with the measured record of what Esplanda did for your business.
Watched for you
- A failed register or account connection, grouped by cause, with one re-connect prompt to each owner affected.
- Automation stepped down after a loss, followed by a call from a person, not an email.
- Setup left unfinished for two weeks, with a guided walkthrough and the offer of a call.
- Heavy use near a ceiling, treated as a conversation about the right fit, never as a problem.
Your quarterly review
- What Esplanda did and predicted, and what each action was measured to be worth, in dollars.
- Gains and losses in the same size type, with the part that lost money named.
- Results that can't be separated out, listed as unmeasured rather than counted as zero.
- A suggestion to add a tool only when you approve most of what is proposed and keep hitting the ceiling of what you have switched on. See how we measure results.
Running several stores? Groups and franchises ask these questions before a rollout; see multi-location inventory management.
Questions
POS support questions owners ask
What does POS system support include at Esplanda?
Email and chat support for every Esplanda business, answers drawn from the stored record of what Esplanda did and why, problems caught before you notice them, and a quarterly review of what Esplanda was measured to be worth. Phone support is available as its own line.
Is Esplanda support free?
Email and chat support are free to everyone, including a business that buys nothing else. Phone support is $129 per location per month, and $0 while you process card payments with Esplanda. If processing stops, phone support returns to $129 at the next billing date, with 30 days' notice.
Can Esplanda staff look at my business data?
Not inside your account without your permission. Support works read-only by default and answers most questions from the record of what Esplanda decided and what it was measured to be worth. Working inside the account is a separate step: you are asked by name, for a stated reason and a stated length of time, and you can say no.
What can a support person do inside my account?
The specific job you allowed, for the time you allowed. Five things stay blocked for the whole session: changing the limits on what Esplanda may do on its own, giving an approval reserved for you, viewing payment details, deleting data and starting a second session. Each blocked attempt is shown on screen and written to the record you receive.
How do I know what support did in my account?
You get an email listing every action taken during the session with its time, every attempt that was blocked, and a way to dispute any line. Nobody can edit or delete that record afterwards, including Esplanda.
What if something urgent happens and support can't reach me?
There is an emergency path, and it is the hardest one to use: a written reason, a second approver inside Esplanda, a fifteen-minute ceiling, an immediate page to the on-call lead and a notice to you the moment the session starts. Every use goes on a register that is reviewed weekly.
Can support change what Esplanda is allowed to do on its own?
No. The limits on what Esplanda may do automatically in your business are yours alone. Support can propose a change and explain why, and the proposal arrives for your approval like any other.
What is in the quarterly review?
What Esplanda did, what it predicted and what each action was measured to be worth in dollars over the quarter, with losses shown as plainly as gains and results that can't be separated out listed as unmeasured. A suggestion to add a tool appears only when your own approvals and measured results support it.
Do you count the problems your own automation causes?
Yes, separately. A ticket caused by something Esplanda decided on its own is tagged that way and counted as a rate against the number of automated decisions, tracked quarter over quarter with the aim that it falls. Any increase in what Esplanda may do unattended waits on support being able to see and explain what it already did.
Support that asks first
Start free today, or book a demo and we'll show you the support view and the access log on a store like yours.
Esplanda POS and your website are free to start, with no card needed. Add paid tools only when you want them. See Esplanda pricing.
