FAQs

All our customers have access to full support resources through our Intercom site, with dedicated support available from the Polaris team as well.

Here you can find answers to some of the most commonly asked questions about the Polaris Elements product suite, to help you with your buying decision.

If you have further questions or would like to find out more, please contact us to request a demo or have an initial discussion with a member of our specialist team about how we can help your business.

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What support services and systems training do you offer?

We have designed our solutions to be as user-friendly as possible, but your onboarding will include full training for any ‘super-users’ who need a higher level of understanding of the systems.

All our customers have access to full support resources through our Intercom site, and we have an experienced internal support team for each aspect of Polaris Elements who are dedicated to providing assistance to our customers whenever they require it.

We also offer hardware support.

We pride ourselves on offering ongoing support and added value for our customers – you most certainly will not be on your own after onboarding.

Do you have a Service Level Agreement (SLA) for support?

Yes, we provide round the clock support to assist with your operation. We have SLAs for each aspect of Polaris Elements or collectively if you utilise all solutions. We also have a range of options for hardware support and replacement.

Will I have a dedicated account manager?

During the set-up process you will be assigned a dedicated account manager.

Your account manager will work with you to understand your business goals and challenges to make sure you are getting the most from our software to help all your sites operate efficiently and meet your objectives and will be your first point of contact for any queries, support requirements or growth needs.

Can Polaris Elements integrate with Third-Party Systems?

Polaris Elements has integrated with many best in class third-party systems to accommodate the needs of our clients.

These include:

  • Recruitment systems
  • Delivery solutions (Deliveroo, Uber Eats, Just Eat)
  • e-learning solutions
  • Kitchen screen systems for orders
  • Booking systems
  • Employee communication

Find out more about our integrations here.

Outside of our integrations, Polaris Elements can cater for all your technology solutions in house as a fully integrated Hospitality/Retail service.

Is my data and my customers’ data secure?

We take data security and privacy extremely seriously. Polaris Elements is fully compliant with UK Data Protection laws and the GDPR (General Data Protection Regulation).

Will my customers need to download an app?

No. Our order and pay at table solution, Menu Connect, is web-based, so there is no need for your customers to download an app or install anything new.

Can your systems be personalised with my branding?

Yes, branded options are available, including custom banners and upsell promotions in Menu Connect.

What is Labour Deployment?

Labour Deployment is designed to support your management teams on deploying the team at the time your business needs them.

The system looks at multiple metrics from historical sales of products, when you sell them and at the time of day this is within the year period.

Once your business has been analysed thoroughly by the system over a period of weeks and months, we can help you to deploy your team when you need them most, with the potential to reduce your labour cost by 10% or more.

Do you accommodate National Minimum Wage Checks?

The system automatically checks the age of your team members and applies minimum or living wage as and when they reach the thresholds based on HMRC guidance.

What are your prices?

We provide a bespoke set-up for all our clients and our various solutions are competitively priced based on the set-up and scale of your operation.

Our solutions are modular and can be adopted individually or collectively for a fully integrated solution.

We will need to discuss your requirements and then recommend the elements that will help you achieve your business goals, together with pricing. Please contact us to talk to one of the team about how we can help.

Can I reuse old hardware from my previous ePoS system?

The Polaris ePoS and mPoS software will work within multiple hardware environments.

As functionality and performance is a key priority we do suggest that the hardware needs to meet minimum required specifications and doesn’t compromise the performance of the software. The age of the existing hardware is also a major consideration, but we are happy to discuss the viability of using any existing hardware you have in place and would like to retain.

Polaris Elements can also supply the latest hardware to support all On-Premises platforms including the latest touch-screen terminals, handheld ordering devices, kitchen management touch screens and a range of self-service hardware.

We take this approach as it ensures each client that we work with has a system which meets their full requirements and provides the flexibility to adapt their system in the future.

What if I have multiple sites/venues or want to open more?

Polaris is totally scalable to accommodate your growth plans and designed for multi-site operators. It can be deployed in as many locations or sites as you require. Settings can be tailored uniquely for each site too, which is handy if things vary across different parts of your business.

Can your systems cope with regular menu changes, offers and price changes?

Yes. All of our systems are extremely flexible to reflect the fact that our clients need to be able to move quickly to take advantage of changing circumstances.

We also offer outsourced menu management as a service.

What additional features do your systems offer?

We offer a huge range of functionality across the Polaris Elements suite with many additional features when compared with some of the alternatives available.

Please see our product pages for full details of the features and functions of all our systems or contact us if you have a specific requirement in mind.