Let’s get one thing straight: free, unlimited support isn’t a competitive advantage; it’s a recipe for burnout.
Too many POS resellers treat support, training, and ongoing service as freebies tacked onto the deal. But the truth is, these services are some of your most valuable offerings – and they should be priced accordingly.
1. Your Time Has Value
Every tech support call, menu update, or training session takes time - time you could spend closing deals, onboarding new clients, or growing your business. If you're not charging for that time, you’re working for free. Worse, you're teaching your clients that your expertise doesn’t cost anything.
Restaurants already pay for tools like online ordering, scheduling software, and delivery management. Why? Because they see the value. POS reseller support pricing should be no different.
2. Better Service Requires Better Resources
If you want to deliver fast, responsive, high-quality support, you need resources - software tools, availability, maybe even a team. That only works if you’re being paid to provide that service.
Charging for support lets you:
- Invest in better tools
- Offer faster response times
- Provide proactive outreach (not just reactive fixes)
It makes the relationship better for everyone. In fact, the most profitable support models for resellers are the ones that treat service as a growth engine, not a cost center.
3. You Attract the Right Clients
Free support attracts the wrong kind of customers – the “freebie hunters” who expect the world and rarely stick around. Paid support creates a filter: it tells clients you’re serious, professional, and not just someone installing boxes for beer money.
There’s no one-size-fits-all service pricing strategy for resellers, but here’s a framework that works for most:
1. One-Time Setup & Training Fee
Covers the initial onboarding, including:
- Hardware/software installation
- Menu programming
- Staff training
- System testing
POS training and onboarding fees should be clearly defined, this not only sets expectations but also shows clients the scope of work involved.
Suggested Range: $250-$1,000 depending on complexity
Pro tip: Offer clear tiers – e.g. “Basic Setup” vs. “White Glove Service”
2. Monthly Support Plans
Ongoing access to:
- Troubleshooting
- Menu changes and syncing
- Remote assistance
- POS usage questions
Example Tiers:
- Basic ($49/month): Email support, 1–2 business day response
- Plus ($99/month): Phone support, 2 menu updates/month
- Premium ($149–199/month): Priority support, 24/7 emergency line, quarterly check-ins
Tip: Bundle this into your software + processing package to simplify pricing for support services and build recurring revenue.
3. Add-On Services
Charge separately or bundle into premium plans:
- Menu redesigns – $100–$300
- Staff retraining – $150/session
- On-site visits – Based on travel/time
- POS health checks – $200+
- Integration updates – $50-$100/month
These extras don’t just add revenue, they deepen your client relationship and show that you’re invested in their long-term success.
Charging for support is about value, not nickel-and-diming. The key is to frame it the right way – clearly, confidently, and always tied to real outcomes.
Set the Expectation Early
Don’t hide your pricing. Introduce it early in the conversation, not after the sale.
“Most of my clients go with a support plan upfront - that way, if something goes sideways during a rush, you’re not stuck on hold. You call me, and we fix it fast.”
Sell Outcomes, Not Features
You’re not selling “troubleshooting.” You’re selling:
- Faster recovery from issues
- Less downtime
- Smoother operations
- Peace of mind during rush hour
“If something breaks on a Friday night, you don’t want to be Googling solutions. You want to call someone who knows your setup and get back to work in minutes.”
Show What They’re Really Paying For
Support =
✔️ Reliability
✔️ Access to expert help
✔️ Long-term optimization
It’s not just about fixing problems, it’s about avoiding them in the first place.
Use Comparisons
Help them understand the cost of not having support.
“A single missed delivery order or an incorrect menu listing can cost more than your monthly support plan. This prevents those headaches.”
Give Clients Options
People like to choose. Offer tiered plans or flexible models (monthly vs. annual, pay-as-you-go vs. bundled).
“Some clients prefer just basic support and call me when needed. Others want ongoing updates and hands-on help. You can start simple and upgrade anytime.”
Confidence Sells
When you’re clear and confident about your pricing, clients trust you. If you sound unsure, they’ll feel unsure too. Position your POS reseller service pricing as standard, not optional, not apologetic.
“This isn’t just tech support. This ongoing care keeps your business running smoothly, day in and day out.”
Support, training, and service aren't freebies. They’re core to your value as a reseller. Charging for them:
- Brings in consistent revenue
- Filters out unqualified clients
- Gives you time and resources to serve better
- Positions you as a long-term partner, not just a tech guy
You don’t need to justify fair pricing, you just need to deliver on it.
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