07 · Support
Nobody answers the phone at 7pm on a Saturday
The terminal died mid-service and you were on hold for forty minutes while a queue formed behind the person you were apologising to.
“No customer support AT ALL, thus claiming to be joinable 24/7. This is totally fake.”Matt A., Owner — Capterra review of Lavu, April 2025
Why it happens
Support is a cost centre priced into the subscription tier. First-line agents are scripted, anything real gets escalated and takes days, and vendors staff to average demand rather than peak — while peak restaurant hours are exactly peak support demand.
What we'd do about it
A till screen a casual can use on shift one
Everything two taps away, nothing hidden behind a manager code that isn’t genuinely a manager’s job.
One database, not five that sync overnight
Every module writes to the same records. There’s no integration to break, because there’s no integration.
Cash-off that reconciles itself
Integrated terminals mean the amount is never typed twice, and the settlement is matched against the day automatically.
The objection this page has to beat
“Everyone says 24/7 support.”
Which is why the only useful answer here is specifics somebody can check. Publish a median response time. Say where your support people sit and what they did before this. Put a phone number on the page instead of a form. Name the person who picks up at 8pm on a Friday. This is where Real Intelligence stops being a slogan and becomes a product feature.
What we can actually stand behind
Every claim below is labelled by how solid it is. The grey ones are where we looked and found nothing credible — those stay off the page rather than getting rounded up into a statistic.
- Operator
“SpotOn on support is probably the worst support with poor follow through.”
Tony E., Finance Manager, Restaurants — Capterra, April 2025 - Operator
“Customer service is clueless and rude.”
Lauren G., General Manager, Restaurants — Capterra review of SpotOn, September 2025 - Operator
“Support can be pretty lacking for the backend and a lack of knowledge seems to exist.”
Manager, Food & Beverages — Capterra review of Toast, April 2026 - No data
No data exists on the revenue cost of an hour of POS downtime in an Australian venue.
Don’t invent one. Ask three customers what it cost them.