Support · 24/7, every day of the year
A restaurant does not break at eleven on a Tuesday morning
It breaks on Saturday night, with a full dining room. That is why Bouzon Digital support is 24/7, every day of the year, over WhatsApp, for anything that stops the venue trading: the POS not taking payment, the kitchen printer down, the website or the bookings offline. Weekends and public holidays included.
And the founder answers directly. No ticket queue, no first line that escalates: it is the same person who built the software and set your venue up. The 09:00–18:00 CET Monday-to-Friday window is for sales and meetings; support has no opening hours.
The commitment, with a number on it:
- Under 5 minutes on WhatsApp if the POS fails mid-service. At any hour, any day of the year.
- 24-48 business hours for anything that is not urgent: menu changes, website copy, new features.
They are two different things and they do not get mixed: the 5-minute number is for when the venue cannot carry on trading.
+34 641 80 06 53 · [email protected]
If the POS fails mid-service: what to do, in order
Five steps. The first is the one almost nobody expects and the one that saves the most time: usually you do not have to do anything at all to carry on taking payment.
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1. Keep taking payment. The POS already knows.
If what dropped is the internet, there is nothing to restart and nothing to press: the POS pings the system every 20 seconds and, after two consecutive failures, switches to offline mode on its own and says so with a banner on screen. From there you carry on opening tables, taking orders, charging in cash, on an external card terminal, by Bizum or bank transfer, and closing the till.
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2. Send the order to the kitchen exactly as always.
The kitchen order is built on the device itself and printed over the local network or Bluetooth SPP, bypassing the router and the internet. The venue losing its line does not stop the kitchen printing.
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3. Do not sign out, do not uninstall, do not reinstall.
Everything done offline is written to a queue inside the device. When the network returns, that queue is replayed in order against the system, and every action carries a unique id: replaying it twice never duplicates a sale or a payment. What does get lost is whatever is wiped from the device before it syncs.
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4. Message on WhatsApp. At any hour.
Support is 24/7, every day of the year, and the founder answers directly: no ticket queue, no switchboard. If the POS has failed mid-service, the commitment is to answer you in under 5 minutes. Describe it as it happened — which screen, which device, what you pressed — and send a photo of the screen if you can. It is the fastest channel because it is the one that rings even at 22:30 on a Saturday.
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5. When the connection comes back, check two things.
That the "offline" banner is gone, and that the tickets you charged without a connection now show up in the system. The Verifactu record of an offline close is numbered and chained on sync, in order and gap-free, and the fiscal receipt with its QR is reprinted then: what came out during the outage is a provisional document marked "no fiscal validity".
Exactly what works offline and what does not, action by action and with the reason for each line: the full offline-mode table of the POS.
How to report an issue so it gets fixed first time
- Which device. The laptop at the bar, the tablet, the waiter's phone, the office PC.
- Which screen, and what you pressed. "I was charging table 7 and nothing happens when I hit Charge" is worth far more than "the POS is down".
- A photo of the screen. With the error message if there is one. It shortens the diagnosis more than anything else.
- Whether it affects one device or all of them. That separates a venue problem from a system problem.
- Say if you are mid-service. 22:30 with a full dining room is not the same as Monday morning.
Frequently asked questions
When can I ask for support?
Any time. Support is 24/7, every day of the year, over WhatsApp, for anything that stops the venue trading: the POS not taking payment, the kitchen printer down, the website or the bookings offline. Weekends and public holidays included. The 09:00–18:00 CET Monday-to-Friday window is for sales and meetings, not for support.
Who answers?
The founder, directly. No ticket queue, no first line that escalates, no switchboard asking for a case number. It is the same person who built the software and ran the setup at your venue.
What do I do if the POS stops responding mid-service?
Follow the procedure on this page: check whether it is a network outage — in which case the POS switches to offline mode on its own and you can carry on charging and printing in the kitchen — do not sign out or uninstall anything, because the pending queue lives on the device, and message on WhatsApp saying which screen and which device. When the connection returns the queue syncs by itself without duplicating sales.
And if the problem is that the venue lost its internet?
The POS is built for that, and the behaviour is published action by action. Offline you carry on opening tables, editing and voiding items, sending orders to the kitchen, taking payment — cash, external card terminal, Bizum, bank transfer and vouchers — taking partial payments, refunding a closed sale, opening the till, recording movements and closing the till. What cannot exist without a network is whatever needs the system or a third party in order to be born: the fiscal receipt with its QR, Stripe payments, the Z report and refunding a discounted ticket. The full table, with the reason for every line, is on the offline-mode page.
Do you publish a guaranteed response time?
Yes, and they are two different commitments. If the POS fails mid-service, the WhatsApp reply comes in under 5 minutes: it is an emergency and it is treated as one, at any hour and any day of the year. Anything that is not urgent — a menu change, some website copy, a new feature — is handled within 24-48 business hours. We keep the two numbers apart on purpose: the 5-minute one is for when the venue cannot carry on trading.
Are setup and training included too?
Yes, they are included in the fee: installation on the devices you already own, loading the menu with its modifiers, configuring the kitchen printers, Verifactu setup with your certificate, and staff training. By video call anywhere in Spain, and in person for venues in Benalmádena and the nearby Costa del Sol.
Not a client yet, and want to know what happens when something breaks?
It is all published before you sign: what the POS does without internet, where your data lives and how it is backed up, and the frequently asked questions.
Talk to Bouzon Digital