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24/7 Support

Someone picks up. At 2am. On a Sunday.

Support you cannot reach is not support. The CBS NorthStar help desk is staffed by our own trained product experts 24 hours a day, 363 days a year, with a ticket portal you can watch in real time and escalation paths that reach the people who build the product.

Get support coverage → Call (800) 551-7674

Emergency line: (800) 551-7674, option 1, then option 9.

24/7363 DAYSPrinter offlineRESOLVEDCard reader decliningRESOLVEDMenu not syncingIN PROGRESSTerminal will not bootESCALATEDDrawer will not openRESOLVED
Since 1994Serving hospitality and retail operators
10,000+Operators on the NorthStar platform
24/7/363Closed only Thanksgiving and Christmas Day
CBS-trainedOur own staff, not an overflow queue

Already a CBS NorthStar customer and need help right now? Skip the form.

Open a support ticket Support page Emergency: (800) 551-7674, option 1, then 9

What This Is

What a 24/7 POS help desk actually buys you

The CBS NorthStar 24/7 POS help desk is a team of CBS-hired and trained product experts providing live support 24 hours a day, 363 days a year. Support is reduced to emergencies only on two days: Thanksgiving and Christmas Day. Everything else, including nights, weekends and every other holiday, is fully staffed.

Behind the phone sits an integrated support stack: a self-service ticket portal you can watch update in real time, compliant remote access, real-time system monitoring, and cross-functional teams with escalation into Development, CX and Support leadership.

Why It Matters

Restaurants break at the worst possible hour, by definition.

Nothing goes wrong at 10am on a Tuesday when the queue is empty. It goes wrong during Friday dinner, on a holiday weekend, at the exact moment the store is busiest and least able to absorb it.

A support model built around business hours is therefore built around the wrong hours. So is one that answers at 2am with someone reading a script who has never seen your configuration.

What You Get

Live people, real tools, real escalation.

Live

Answered by people who know the product

  • Live support 24 hours a day, 363 days a year
  • CBS-hired and CBS-trained staff, not an outsourced overflow queue
  • Product and subject matter experts rather than script readers
  • A team built around understanding operational urgency
  • An emergency path for anything stopping the business
Tooled

Diagnosed without waiting on a truck

  • Self-service portal with ticket status updating in real time
  • Compliant remote access tools
  • Real-time system monitoring
  • Support tools integrated into the product rather than bolted alongside
  • In-app ticket raising from the iOS application
Escalated

A path to the people who built it

  • Cross-functional teams spanning Development, CX and Support
  • Real-time escalation rather than a queue to a second queue
  • Leadership stake from all three functions
  • Hand-off to on-site field service when it turns out to be hardware
  • One number regardless of which it turns out to be

How It Works

Three ways in, one team behind them.

Step 01

Call, portal, or in-app

Phone (800) 551-7674 any hour, raise a ticket in the self-service portal, or raise it from the support icon inside the iOS application.

Step 02

Diagnosed remotely first

Monitoring and compliant remote access mean a large share of issues are resolved on the call, without anyone waiting on a site visit.

Step 03

Escalated or dispatched

If it needs the product team it escalates in real time. If it turns out to be hardware, it becomes an on-site dispatch with parts, on the same ticket.

Who It's For

From a single location to an enterprise estate.

Single operatorsMulti-unit groupsFranchise organizationsEnterprise accountsLate-night tradingRestaurantsGrocery retailersConvenience stores

A 24/7 POS help desk matters at every size, but for different reasons. A single operator has nobody else to call at 11pm. An enterprise estate has too many locations for issues to queue behind business hours.

The help desk is the front door to everything else. Most tickets are resolved on the call; the ones that are not become an on-site dispatch or a depot exchange without you having to make a second call to a different team.

Coverage

What we support

The things a location actually calls about, at the hour they call about them.

Point of sale applicationOrder entry, payments, adjustments and reporting
Menus and pricingChanges that did not push, items not appearing
PaymentsDeclines, pairing faults and settlement questions
Printers and kitchenChits not routing, printers offline
Gift cards and loyaltyRedemption and integration faults
Online and deliveryOrders not reaching the POS or dispatch
Network and connectivityStore connection faults and slowdowns
Back officeReporting, configuration and permissions
Hardware triageDiagnosing whether a fault needs a technician
EscalationStraight into Development, CX and Support

When triage shows it is hardware, it becomes an on-site dispatch on the same ticket rather than a second call.

Already With Us

Need support right now?

Current customers, start here. You do not need the quote form below.

Support Portal

Create a ticket and track it

Open a new ticket, check status on an existing one, and review your history. Available any time.

Sign in to the portal →
Support Page

Every way to reach us

Support request forms, CBS Assist, and the 24/7 options for contracted and non-contracted customers.

Go to support →
Emergency Line

(800) 551-7674, option 1, then 9

For anything stopping the business. Live 24 hours a day, 363 days a year.

Call now →

Questions, Answered

Support, in plain terms.

What are your support hours?
Live support runs 24 hours a day, 363 days a year. CBS NorthStar is never closed. There are only two days a year when support is reduced to emergencies only: Thanksgiving Day and Christmas Day.
What is the best way to reach you in an emergency?
If something is preventing the business from operating, for example the POS is down or the location cannot process orders, call the emergency line: (800) 551-7674, option 1, then option 9.
Is there a self-service ticket portal?
Yes. CBS NorthStar provides an integrated ticketing system where you can raise new tickets and review the status of open ones at any time, in the support portal. Tickets can also be raised from the support icon inside the iOS application.
Who actually answers the phone?
CBS-hired and CBS-trained staff: product and subject matter experts, not an outsourced overflow queue reading from a script. The team is built around understanding operational urgency, which is why an outage during a dinner rush is not handled like a routine ticket.
Can you fix things without coming to the store?
Often, yes. Compliant remote access and real-time system monitoring mean a large share of issues are diagnosed and resolved on the call. Remote triage also happens before any dispatch, so nobody waits on a truck for something that takes four minutes.
What happens when it turns out to be hardware?
It becomes an on-site dispatch on the same ticket. A technician is sent with parts through nationwide field service, or a replacement unit ships through advance exchange. You do not make a second call to a different team.
How does escalation work?
Cross-functional teams combine expertise from Development, CX and Support, with leadership stake from all three and direct escalation into every team at CBS. That is why resolution times are shorter: the second opinion is a colleague, not another queue.
Do we need a support contract?
Contracted customers get priority. Support options exist for non-contracted customers as well, and the emergency line is the right route for anything stopping the business. Call (800) 551-7674 to talk through which fits.
How quickly does someone answer?
Emergencies that stop the business route through option 1, then option 9, and are handled as emergencies rather than queued behind routine tickets. Ask us what typical answer times look like for your support tier and we will tell you rather than quote a marketing number.
Can store managers call directly, or does it go through head office?
Either. Most multi-unit operators let managers call directly for anything stopping the store, with above-store visibility through the ticket portal. Waiting for a store to escalate through head office at 8pm is how a twenty-minute problem becomes a lost evening.
Do you support hardware and platforms you did not sell us?
Support coverage extends beyond equipment CBS NorthStar supplied. Tell us what you are running and we will confirm what we can cover before you commit to anything.
What should we have ready when we call?
The location, what changed most recently, and what the screen or device is actually doing rather than what someone thinks it means. Remote access and monitoring cover most of the rest, so there is no need to run diagnostics before you pick up the phone.

Get Covered

Tell us what you need answered, and when.

How many locations, what hours they trade, and what has been going wrong. We will come back with what support coverage looks like and what it costs.

  • Coverage matched to the hours you actually trade
  • What is included contracted versus non-contracted
  • How escalation works when it is not a quick fix

Prefer to talk? Call (800) 551-7674. Already a customer with an issue? Use the support page instead.

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