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Daily maintenance, troubleshooting, system upgrades, and technical support services for point-of-sale (POS) terminals ensure stable operation of the POS system, supporting daily sales and cash handling.
Why Choose NovaTech to Support Your Store IT System?
1000+ store openings and support experiences.
10,000+ POS application ticket support experiences.
Rich experience in retail brand support.
On-site support network in GCR, providing emergency on-site services in 4 hours.
Rich experience in cloud, device management, and store network installation and support.
Service partner of LS Retail and Cegid.
7/13 service center in Shanghai.
ITIL based Ticket System (WeChat, 400, email).
Ticket analysis system with monthly SLA report .
Customer satisfaction survey program.
Helpdesk Service Introduction
NovaTech's IT helpdesk services aim to resolve and prevent IT-related issues for company employees and customers, ensuring overall stability of the IT infrastructure and enhancing user experience.
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IT Help Desk Outsourcing We strictly adhere to ITIL standards, efficiently handling common issues (L1 help desk) and technical challenges (L2, L3 help desk), enhancing end-user experience and productivity. For companies requiring brand consistency, we also offer white-label help desk services to handle issues under the client's brand name. -
Security Operations Center (SOC) Outsourcing We provide round-the-clock security monitoring and threat detection services, supported by L2 and L3 level security experts, helping you efficiently identify and respond to security threats. NovaTech's SOC services ensure your IT environment is constantly monitored, promptly identifying and addressing potential security risks, preventing data breaches and system intrusions, and comprehensively enhancing your company's security capabilities. -
Network Operations Center (NOC) Outsourcing We strictly adhere to ITIL standards, efficiently handling common issues (L1 help desk) and technical challenges (L2, L3 help desk), enhancing end-user experience and productivity. For companies requiring brand consistency, we also offer white-label help desk services to handle issues under the client's brand name. -
IT Technical Support Outsourcing Relying on comprehensive root cause analysis and continuous IT infrastructure monitoring, we ensure rapid response and efficient resolution of incidents. Our services focus on cost-effectiveness and response speed, dedicated to proactive management and problem prevention. -
Managed Architecture Services Outsourcing NovaTech can take over the entire help desk function, including process establishment, L1-L3 level issue handling, help desk monitoring, and continuous improvement, ensuring the service desk operates efficiently and stably, providing one-stop support for enterprises. -
Nationwide On-Site Service To meet the needs of some customers for on-site service for operations and implementation, NovaTech provides professional on-site services for enterprise customers in first-tier, second-tier, and third-tier cities.
POS Application Support
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Providing Store Operation and Maintenance Services for a French Luxury Brand
Support and troubleshooting for POS, OS, and networking across over 170 stores.
New store IT environment setup and store closure services.
7 days a week, 12 hours a day support.
Remote and on-site
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Providing National Store Services for a Well-Known Chocolate Brand
Handling issues and troubleshooting related to POS cash registers in over 70 stores.
New store IT environment setup and store closure services.
New store POS training services.
7 days a week, 12 hours a day support.
Support for POS application servers in the Azure environment.
Support for Azure networking and security.
Monthly ticket review.
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Providing National Store Services for a Well-Known Chocolate Brand
Design and construction of Azure cloud infrastructure.
Networking for all stores and branches.
Provide maintenance services for over 100 SDWANs across China.
Domain control, ERP environment setup, and maintenance.
Microsoft 365 support.
POS application migration project for over 100 stores.
Support for POS and PCs.
Application support (Dynamics BC, LSRetail).
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Maintenance Service Process
Users report issues via email, phone, etc. Once the support team receives the issue, the system will automatically or support staff will create corresponding orders to ensure issues are recorded and tracked in a timely manner.
Orders are classified based on the nature and urgency of the problem and assigned to the appropriate support engineer. For L1 orders, this step is automated while for L2/L3 orders, human processing ensures assignment to engineers with higher professional skills.
The designated support agent will resolve the issue as quickly as possible. If deeper technical support is needed, it will be escalated to higher-level engineers to ensure the issue is resolved thoroughly.
We will promptly inform users of the status changes and final solutions of their orders, allowing users to understand the progress and results of issue handling at any time.
Our Covered IT Components
To ensure the stability and efficiency of your IT infrastructure and its key components, NovaTech's operation and maintenance services cover the following areas:
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Local Data CentersSupport for physical servers and virtualized environments to ensure the stable operation of local data centers.
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Public CloudCovering public cloud platforms such as Azure, Alibaba Cloud, Tencent Cloud, Huawei Cloud, and AWS, providing comprehensive management and support for cloud infrastructure.
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Terminal DevicesIncluding desktops, laptops, and mobile devices, compatible with Windows, Mac, and Linux operating systems, ensuring the normal operation of employee devices.
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Development InfrastructureSupporting CI/CD processes, development, and testing environments, providing reliable infrastructure support for development teams.
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Application SystemsCovering ERP, POS, CRM, OA, and custom applications, ensuring the efficient operation of various business application systems.
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Network and Network SecurityProviding network management and security services, including SIEM, IAM, firewalls, etc., to ensure network security and compliance.
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Data StorageSupporting the operation and management of databases, data warehouses, and data lakes, ensuring the security and efficient access to data.
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Customer-Facing SoftwareCovering the maintenance and support of applications, websites, and portals, ensuring smooth operation of customer-facing software and enhancing user experience.
Our IT Helpdesk Support Channels
To ensure the smooth operation of your IT infrastructure and to provide timely support, NovaTech offers the following support channels：
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User Self-Service Portal -
Service Desk Software -
Email -
Telephone -
Instant Messaging -
Social Media
NovaTech Support Center
Common Questions
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What does Novatech's retail store support service include?
We provide comprehensive services including POS system application support, desktop hardware maintenance, network management, user training, and on-site support.
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What specifically does the retail POS application support service include?
It includes daily operation and maintenance services such as POS application installation, data checking, login issue resolution, payment issue support, and inventory counting support.
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How can I submit a service request?
You can contact the Novatech team to submit a ticket through WeChat groups, WeChat self-service, or by calling our 400 number.
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Does Novatech provide on-site support?
Yes. In cases where remote support cannot resolve the issue, we offer unlimited on-site support services.
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Does the support service include equipment repair and vendor coordination?
Yes, we are responsible for warranty and vendor coordination services for POS hardware and computers.
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How does Novatech ensure the speed of service response?
Based on ITIL processes, we ensure rapid response according to Novatech's standard SLA priorities (such as P1, P2, P3), giving priority to core issues.
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What does network management support cover?
It includes maintenance of network equipment, troubleshooting WIFI issues, SDWAN setup, and resolving router and switch issues.
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Does Novatech provide user training for the POS system?
Yes, we offer POS user training, guide documents, and training videos to help store employees quickly master operational skills.
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Does Novatech support mobile app issues?
Yes, we support the resolution of issues with POS mobile app applications, such as login failures and payment issues.
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Can Novatech assist with system upgrades in stores?
Yes, we provide planning, implementation, and follow-up support for system upgrades to ensure system stability and compatibility.
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Does Novatech provide regular service quality reports?
Yes. We provide operational reports based on Power BI during monthly meetings, covering data such as response time and types of issues.
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What devices are included in the POS hardware support service?
The service includes the installation and maintenance of devices such as POS computers, printers, scanners, inventory counting guns, routers, and firewalls.