IT Support for Retail Businesses
Exodesk provides retail IT support for shops and retail businesses in Christchurch, Dunedin and across New Zealand. We agree the store devices, networks, staff access and support covered, alongside the responsibilities of your POS, payment and online-store suppliers.
We plan changes and support around your trading hours, including upgrades and additional stores.
Supporting New Zealand businesses since 1989
What does retail IT support cover?
Retail IT support covers the agreed computers, tills, scanners, printers, networks and staff access across counters, stockrooms and offices. POS applications, payment processing and stock integrations have their own supplier responsibilities.
The work centres on selling and handling goods: the equipment used at the counter, when goods arrive, during stock checks and when online orders are packed. The base support arrangement is set out on our managed IT services page, and cafés, restaurants and bars are covered by our hospitality IT support service.
Exodesk has supported New Zealand businesses since 1989. Today, our Christchurch and Dunedin teams support businesses nationwide, with on-site attendance at other locations agreed for each store.
What our retail IT support covers
Our retail IT support scope lists the stores, devices, connections and accounts we support, the suppliers responsible for the rest and the hours that apply.
Store and stockroom devices
Tills, scanners, receipt and label printers, stockroom devices and staff computers, with supported equipment listed in the scope.
Store networks and WiFi
Cabling, switching, firewalls, WiFi and internet connections for staff, equipment and customers, with access rules agreed for each store.
Supplier coordination
Escalation routes to POS, payment, online-store and internet providers recorded, and supplier remote access agreed with you.
Staff accounts are set up and removed as people join and leave, with multi-factor authentication on the accounts that manage sales, stock and administration.
Devices and connections across the store
We review the equipment used for sales, receiving goods, stock checks and online orders. Work can include supported device configuration, cabling and WiFi, and faults are investigated before equipment is replaced.
A till that freezes does not identify its own cause. Hardware, the POS application, an integration, connectivity, power or a supplier service can each be involved, so we check the affected device and transaction and involve the POS supplier where their service is part of the problem. Power planning is covered by our UPS and power protection work.
Access rules can separate customer WiFi, store systems and payment devices while sharing the same equipment. Segmentation controls permitted access; it is not total isolation, and coverage and capacity still need planning through our business WiFi and network security services.
Working with your retail suppliers
We record who supports each system and how faults are escalated. POS software, payment terminals and settlement, inventory rules, product data, online-store platforms and integrations remain with the responsible supplier unless included in our scope.
Connected systems can reduce re-entry, but stock accuracy also depends on recorded receipts, returns, transfers, product setup, physical losses and regular counts. Records can agree with each other and still differ from the shelf, so integration work and stock configuration need a named owner.
For online orders, we support the staff devices and connections used to manage them. Website development, hosting, order flows and stock synchronisation stay with the platform and its suppliers.
If the problem needs separate work connecting your sales, stock or accounting systems, discuss business software integration with our development team. That work is scoped separately from retail IT support.
PCI DSS is the card industry security standard, and your obligations are set through your payment arrangements. Confirm validation with your merchant bank or payment provider: outsourcing processing can reduce what applies but does not remove merchant responsibility. The PCI Security Standards Council publishes scoping and segmentation guidance. Our agreed IT work can support the setup and is not a compliance certificate.
Planning for connection and system failures
A backup connection may help a compatible setup if the main internet link fails. We check compatibility and agree testing with the relevant suppliers.
A second connection does not fix a payment-provider outage, failed equipment, poor mobile signal or a loss of power, which each need a different response. Offline sales in the POS and offline card processing on a terminal are separate capabilities, each with supplier conditions and a reconciliation step afterwards.
Eftpos NZ, for example, describes its offline mode as an emergency backup with limits that vary by terminal, so any offline process must follow your payment provider’s rules.
Support around trading hours
Our standard support runs in business hours, with any after-hours or weekend cover and on-site attendance agreed in the scope.
The arrangement states the covered hours, the urgent contact route and attendance options. Tell us when the stores trade so the arrangement can be checked against it, and which supplier handles an outage outside our scope.
We explain expected interruptions and fallback actions for planned changes. Remote support resolves many issues without a visit, and monitoring helps identify problems early, but monitoring alone does not mean a technician responds at all hours and it cannot prevent every outage.
Changes and additional stores
For a new store or upgrade, we check the layout, devices and suppliers. Common configurations can simplify management, but each location needs its own checks.
Map the stores and suppliers
Record sites, devices, connections, trading hours and the supplier responsible for each system.
Agree the work and responsibilities
Quote the agreed work and supplier coordination, with support hours, attendance and escalation set out.
Schedule and check changes
Carry out changes around trading and check them using the devices and tasks in scope.
Hand over and support
Record the setup, contacts and outstanding actions, with ongoing support agreed separately where required.
A shared cloud platform, identity system or internet provider can affect several stores together, so the plan considers those dependencies.
Staff access, customer data and recovery
We agree staff and supplier access, including changes when people join or leave, and separate customer WiFi from store systems where required.
Where your records identify customers, Information Privacy Principle 5 requires reasonable security safeguards. Access controls, data handling and supplier arrangements all play a part; network separation alone does not meet every obligation.
- Local systems. Back-office computers and files backed up through our backup as a service or your existing arrangement.
- Supplier-held data. Cloud POS, stock and customer records held by their providers, with exports and retention confirmed.
- Recovery roles. Who restores each part, and the store’s agreed fallback actions while recovery is under way.
What affects retail IT support cost?
Retail IT support cost depends on stores, devices, networking, suppliers and support hours. The quote separates project work and equipment from ongoing support, licences and backup.
- Ongoing support. Stores, supported devices, connections and the hours agreed.
- After-hours cover. Any evening or weekend arrangements, agreed explicitly.
- Network and WiFi projects. Cabling, equipment and installation, quoted as project work.
- Licences and backup. Shown separately from support.
- Supplier charges. POS, payment, online-store and internet provider costs and exclusions stated.
Retail IT support questions
What does retail IT support include?
It covers the agreed store devices, networks, WiFi, staff access and related support. The scope identifies equipment, services and suppliers. POS application support, payment processing, product data and integration development are not automatically included.
Do you replace our POS or payment provider?
No. We work alongside those suppliers, and the agreement sets out which hardware, connections and settings Exodesk supports and how faults are escalated. POS software, terminal services, settlement and specialist integrations remain with the responsible supplier unless explicitly agreed otherwise.
Can you investigate a till that keeps freezing?
Yes. An investigation can be scoped around the affected device, transaction, application, network and suppliers, because a freeze does not identify its cause. We agree the work covered and involve the POS or payment supplier where their service needs investigation.
Can better IT fix inaccurate stock counts?
Connectivity and supported integrations can reduce duplicated entry, but accuracy also depends on receipts, returns, transfers, product setup and physical counts. Integration work and stock configuration need a named owner. IT support cannot guarantee that the system matches the shelf.
Can you support our online store as well?
We support the staff devices and connectivity used to manage online orders. Website development, hosting, order flows and stock synchronisation depend on the platform and its suppliers, and stay with them.
Will backup internet keep card payments working?
It may help when the primary connection fails and the equipment supports the change. Power, signal and configuration matter, and a payment-network or provider outage can still interrupt trade. Offline card processing is a separate facility with conditions set by your payment provider.
Does network separation make us PCI compliant?
It can support the relevant security design, but it is not a compliance certificate. Requirements depend on your payment environment. Confirm your merchant obligations and validation with the merchant bank or payment provider, including responsibilities when processing is outsourced.
Can you support us during evenings or weekends?
Our standard support runs in business hours, and any after-hours or on-site options and the urgent contact route are agreed in the scope. Tell us when the stores trade so the arrangement can be checked against your requirements. Monitoring alone does not mean continuous technician response.
Can you manage IT across several stores?
Yes. An agreed arrangement can use common supported configurations and clear contact routes across stores, with each location checked for its own equipment and suppliers. Shared cloud services, identity systems or carriers can still affect several sites together.
What affects the cost of retail IT support?
Store count, devices, network requirements, existing suppliers and support hours shape the quote. Project work, equipment, licences and backup may sit beside ongoing support charges. Inclusions, exclusions, attendance and any supplier work are set out before starting.
Discuss your retail IT
Tell us your store locations, trading hours, suppliers and the work being interrupted. We can then discuss the IT changes and support arrangement your business needs.
Talk to us about your stores
Tell us about your stores, your suppliers and when you trade, and we will be in touch to arrange a time that suits.
Prefer to talk?
Christchurch
Level 1, 85 Riccarton Road
Christchurch 8011
03 343 3124
Dunedin
Level 3, Bartons Building
2 Stafford Street, Dunedin 9016
03 479 2941