TotalSupport

Your technology should make life simpler, not complicate it

Supporting your business for the long-term

TotalSupport Device Management is a flexible service designed to keep your stores running smoothly, no matter the size or complexity of your technology estate. Whether you’re supporting mobile devices, printers or peripherals, we work with you to build a support package that matches your needs. Choose from Bronze, Silver or Gold options, with the ability to add extras like our TotalSupport Swap service for even greater peace of mind.

When we manage your devices, you can focus on your customers, confident that your tech is in safe hands.

TotalSupport, complete confidence

A complete support service that ensures we’re always there for you when you need it. Rest easy knowing your technology management is in the hands of experts. Here’s what you can expect when you choose TotalSupport for your business:

Asset Management

Every device is asset tagged, categorised, and tracked in the TotalSupport portal. You’ll always know where your devices are and how they’re performing, with full lifecycle reporting.

RMA Management

Let us handle returns and repairs. We log, track and manage manufacturer RMAs on your behalf. Devices can be sent back to us or direct to the manufacturer, and we’ll restage them if needed.

Security Updates

Stay protected with regular patch testing and deployment. We validate all updates for compatibility with your hardware and TPP Retail apps, ensuring your estate remains secure without disruption.

OS Upgrades

We take care of Android OS upgrades in line with your deployment processes. Our team tests all updates using your bespoke build to ensure seamless performance.

App Releases

From TPP Retail apps to approved third-party tools, we handle all deployments. Depending on your package, we’ll follow your preferred deployment plan and provide reporting on rollout success.

Daily Support

Daily support for hardware and software configuration, barcode scanning, wireless issues and MDM performance. Available across multiple channels, with service levels aligned to your package.

Service Reviews

Regular reviews help identify trends, resolve recurring issues, and improve device uptime. We look at device failures, support requests and estate health, and make practical recommendations.

Gold Builds

We design, test and deploy a full Gold Build that reflects your exact requirements. This includes settings, configurations, app setup and MDM integration. All build activity is documented and signed off with you.

Stay operational with next-day device swaps

Even a single faulty device can cause disruption. That’s why we created TotalSupport Swaps, a simple next-day exchange service that keeps your teams working without interruption.

When a fault is reported to your helpdesk, we handle the entire process from triage to replacement and repair. A fully staged device is dispatched the next day, and the faulty one is assessed, repaired and returned to your swap pool ready for use again.

This seamless process reduces downtime, cuts admin, and ensures your stores are never left waiting.

Ready to use from day one

Every rollout is an opportunity to improve the way your technology performs. We make sure you start strong, with staging and deployment services that guarantee out-of-the-box readiness.

Devices are built to your specification, tested for quality, and packaged with accessories and protective equipment. We add clear instructions, apply screen protectors, and ensure everything arrives exactly as needed.

If you require on-site support, our experienced engineers can visit stores to install devices, deliver training and create an audit trail for complete traceability. We also provide training materials and easy-to-follow guides so your teams feel confident from the moment they switch on.