Support Services

Service Desk

(Available 7 days a week, subject to contract *)

Our primary support service is the STL Service Desk, which provides immediate, remote assistance with any issues arising from the use of any STL software application.

This service is underpinned by a sophisticated and secure cloud-based Service Desk system, an access-anytime-anywhere Customer Portal and friendly, high calibre technical analysts. Combined they offer an easy, transparent and swift resolution process.

In addition, the Portal incorporates an extensive library of ‘help sheets’ that enable customers to quickly resolve simple issues themselves.

* Our friendly, UK-based team is available to help (subject to your service contract):

Monday to Friday: 7am – 7pm
Weekends and Bank Holidays: 7am – 12 noon
(Excluding Christmas Day and New Year’s Day)

We have a variety of Support Desk packages that are best in class, so you can choose the one that best suits your needs.

Remote Server Management & Cloud Backup

The STL Server Management service provides remote monitoring of performance (CPU, disk usage, memory, key processes, event log monitoring, file/folder size monitoring, warranty status, monitor back-up completion, monitor anti-virus updates) and scheduled preventative maintenance of STL application software, operating system software and firmware updates. STL also offer a ‘cloud based back up solution’ if required.

Software Support

STL’s Software Support service entitles users to the latest version of STL application software, and help in addressing any issues in the use of STL applications. This includes delivery of the corrected version of the STL application software which caused the issue, with details of the nature of the correction and instructions for the proper use of the corrected version.

Software Maintenance

STL’s Software maintenance team is constantly reviewing the design codes, user interfaces and integration capabilities of all STL’s solutions to ensure they offer customers optimum performance, scalability and adaptability – and stay at the forefront of technology development to maximise customers’ future options and return on investment.

Implementation Services & Project Management

STL’s skilled consultants work closely with customers to understand their business before helping them to design the best IT solution for supporting their current operations and future plans.

Following best project management practices, we also know how to implement mission-critical systems with minimum business disruption, helping customers to boost their profits more quickly.

See how our service experts helped Sub Ohm make the major transition from a paper-based to data-enabled operation

Hardware Maintenance

STL offer a range of hardware maintenance services into the wholesale & retail sector via our trusted partners. Highly trained, competent engineers can be deployed on-site to replace or repair failed items of IT hardware or infrastructure. The service can provide a 4 hour response during supported hours, 7 days a week.

Bespoke Software Development

STL’s in-house software development team can deliver bespoke software development projects, and are experienced at meeting any quality standards and deadlines required. STL can design, specify, code & test a software application to meet a customer’s specific requirements.

EFT Payment Solutions Support

To complement STL’s industry-leading Point of Sale solutions, STL offers integrated online card payment solutions in conjunction with business partner’s Verifone and Optomany.

In recognition of how critical continuous online card payments are to clients’ daily trading performance, this specialised service is designed to minimise the risk of downtime due to any lack of availability of the Verifone or Optomany system

Installation Services

STL’s experienced resource is regularly involved in the deployment of STL software and NCR hardware products – in both existing customer and new business operations. STL also works with a small number of specialist partners who operate in the hardware and infrastructure areas of technology.