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Handpoint does not provide First Level support in most cases. Most merchants don't know anything about us beyond the name on their card reader, if applicable, and we're okay with that. We feel that it's much better if our partners have a closer relationship with their merchants, such as being the one to help by being their go-to resource for helping them solve simple issues without passing having to pass the message down the chain to us. It won't take nearly as long for an issue to be resolved, and the entire experience will be more personalized overall.
Because of this philosophy, we've created this entire section to assist you in better supporting your merchants when it comes to providing First Level Support. Included are the tools you need to teach your merchants how to be independent and self-reliant , but also while making sure that they are comfortable asking for help if they still need it. (We're here, too, if you need us, and we're happy to help.)
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First Level Support can be split into multiple tiers of difficulty:
The simplest form, occupying the first tier, is basic getting started knowledge and support. This isn't so much troubleshooting as a thorough guide for setting up hardware and software. Merchants who need this kind of information shouldn't have to get in touch with a support tech.
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Setup and basic knowledge. This is the basic training section, knowledge that merchants can learn themselves. Handpoint provides card reader user guides and guide for our Handpoint mobile payment apps right here, as well as warranty information.
Guides:
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