Software support is available Monday to Friday, 09:00 to 17:30. During these times our support team can provide remote assistance, where a staff member can connect into your devices to assist with your request.

Software support only covers the Fashione software and other processes that require our software to work, including additional services such as integrations with partner services.

Depending on the nature of the support required at the time of logging a request with a member of the support team. An investigation will be required before any estimated resolution times can be provided. Any times provided are purely an estimate, based on the severity of the request and the steps required to implement a solution.

The support team members strive to keep you updated on any issues you have logged; however, it is the customers responsibility to follow up or provide any additional information if required. Setting up and troubleshooting EPOS equipment not purchased from Fashion Epos Solutions Ltd is not covered under software support subscription and will be charged separately.

Wherever possible our support team, may offer advice or try to troubleshoot other problems outside this remit, for example A4 printers, networks, email, etc. However, we may at times be unable to offer a solution, because we do not have necessary training or knowledge base.

Emails sent to support@fashione.co.uk will be answered within a timely fashion. Issues reported via the telephone will take priority over issues logged via email, therefore should you feel your issue is of a high priority nature please follow up any email correspondence with a telephone call to our technical service team on 01257 542 301. Emailing staff members directly will take considerably longer to answer.

Please do not use any of Fashione social media pages or the website contact form to log an support incident. These channels are used for sales and marketing only and are not checked by the support team.

In June 2021 we issued notice that from 1st September 2021 we can no longer offer support on Windows XP, Windows POS Ready 9 or Windows Vista tills. From the 1st September 2021, any Fashione software that is installed on Windows XP, Windows POS Ready 9 or Windows Vista till is no longer support which also includes polling and hardware used by till that is running an unsupported operating system.

Third Party hardware not supplied by Fashion Epos Solutions is not covered under the software support subscription service. We advise strongly against suppling you own equipment as our support desk may not have the knowledge to provide after care for unknown brands and models and therefor can refuse to support it.

Existing Customer Till Software Set Up From £PAO plus VAT

Receipt Printer Set Up From £7500 plus Vat

Label Printer Set Up From £75.00 plus Vat

Tysso Stocktake Scanner Set Up From £75.00 plus Vat

Other Hardware Set Up PAO

Please Note: Set up fees do not include aftercare support for the equipment.

Emergency On Call Support hours are: Saturdays: 09:00 – 17:00 Sundays/Bank Holidays: 10:00 – 16:00 Emergency On Call Number: 01257 542 301

Please Note: Christmas Day, Boxing Day and New Year’s Day there is no on call. Christmas opening times may vary and will be emailed over around the Christmas period.

Emergency on call is telephone support only, for emergencies. If the member of staff who answers the call, deems this case to be an emergency and the only way to fix this is to provide remote assistance, they will arrange a convenient time they can do this directly with the customer who has called.

Due to limited services over the weekend emergency support is limited. If your till fails, we will advise the caller to trade manually.

Please note we request that due to the weekend being emergency on call only, that no changes to your setup are made. This includes changing routers or pc upgrades or moving equipment. These events should be scheduled and carried out within our office hours.  

Your software support subscription is not a contact. We ask that a thirty-day notice period is given.

The monthly subscription amount payable is taken though direct debit. Other methods of payment are only accepted on special circumstances.

Failure to make consistent monthly payment or in arrears will affect your software support subscription and can place your subscription on hold or on stop.

Fashione Epos Solutions Ltd have the right to withdraw the software support subscription services under the following conditons: - Arrears/Debt - Abusive or threatening behaviour. - Can no longer support the environment where the solution is placed/installed.

Data backup is included for active software support subscribers, however Fashione Epos Solutions Ltd cannot be held responsible for any data lost. Data backups are installed and regularly checked and maintained by the support team however, some elements of a successful data backup are beyond our control.

Fashione is an off the shelf software solution that is actively developed by the Fashion Epos Solutions Ltd development team. We do take on board customer feedback and possible requests, however, the development of Fashione product is controlled by the company and who makes the final decisions . The software support subscription does not cover bespoke development.

Lasted Revised: 1st February 2019