NX Support Priorities
At NX Restaurant, our customers are at the heart of everything we do. We understand that your point-of-sale system is more than just technology — it’s the backbone of your daily operations, the bridge between your team and your guests, and a vital part of delivering the exceptional service your customers expect.
When something goes wrong, we know it’s not just an inconvenience — it’s a disruption to your business, your team, and your peace of mind. That’s why our support team is committed to responding quickly, working diligently, and keeping you informed every step of the way.
Whether it’s an urgent, system-wide outage or a small tweak to make your operations smoother, we treat every request with care, respect, and a sense of urgency. Our goal is simple: to get you back to doing what you do best — delighting your guests — as quickly and seamlessly as possible.
Below, you’ll find our Support Priority Levels, so you know exactly what to expect when you reach out to us.
🚨 Critical Priority
A system-wide outage — the software is completely inoperable.
Response Time: Resources assigned within 15 minutes.
Work Continuity: Team works continuously from assignment until resolved, 24/7.
Average Resolution: ~1 hour.
Request Method: Must be reported by telephone to Support.
Example: All POS workstations cannot run the POS software.
⚠️ High Priority
A major system issue that significantly impairs operation but does not cause a total outage.
Response Time: Resources assigned within 1 hour.
Work Continuity: Resolution efforts continue during normal business hours until complete.
Average Resolution: ~4 hours.
Example: All POS printers (receipt and remote) cannot print order tickets.
⁉️ Medium Priority
A feature-specific problem impacting certain functions without disrupting overall operations.
Response Time: Resources assigned within 24 hours.
Work Continuity: Worked on during normal business hours.
Average Resolution: ~72 hours.
Example: Credit card processing unavailable due to an internet or network outage.
❓Low Priority
Minor issues or training requests.
Response Time: Resources assigned within 48 hours.
Work Continuity: Addressed during normal business hours.
Example: A menu item is not routing to the correct printer.
🙋 Enhancement Request
Requests for new features or modifications to existing ones.
Evaluation: Support may determine if the request is relevant and forward it to the software developer at their discretion.
Example: Crafting a new report to increase visibility on sales.