Revel Systems customer service

Overview of the support model

Revel Systems is an iPad-native point-of-sale platform founded in 2010 and headquartered in San Francisco. Its customer service is structured around three objectives: keep tills and online ordering live, accelerate onboarding for multi-site rollouts, and protect merchant data (PCI compliance). Because Revel serves restaurants, retail and hospitality operations of widely varying scale, its support model is tiered—basic reactive help for single-site customers, proactive account management for mid-market customers, and a dedicated enterprise team for multi-unit chains.

Expect the support offering to cover software updates, cloud sync issues, payment processing troubleshooting, API and integration support, and hardware RMA coordination. Many merchants benefit from a combination of 24/7 emergency lines (for enterprise customers) plus normal business-hours phone, email and chat for standard accounts, supported further by an online knowledge base and community resources at revelsystems.com.

Support channels and SLA expectations

Typical channels: phone support, email/ticketing, live chat, knowledge base, and customer success managers for larger accounts. For mission-critical operations you should contract explicit SLAs. Reasonable SLA targets to require in a contract: Priority 1 (store down) response within 15–30 minutes and remediation or workaround within 1–4 hours; Priority 2 (degraded service) response within 1–2 hours and resolution within 4–24 hours; Priority 3 (non-urgent) response within 24–48 hours. These figures reflect industry norms and are achievable when a vendor provides 24/7 incident escalation for enterprise customers.

When evaluating support quality examine published mean time to resolution (MTTR), first-call resolution rate, and escalation throughput. Ask Revel (or any vendor) for concrete metrics from the last 12 months, ideally broken down by issue category (payments, sync, hardware). Also confirm whether emergency phone support, on-site dispatch, or replacement hardware courier are included or billed separately.

Information to provide when you call support

• Store details: site name, store ID, number of affected terminals; specify if multiple sites are impacted (single-site vs chain-wide).
• Error context: exact error text/screenshots, POS version number, iOS version, serial numbers of hardware (printers, routers, terminals), payment processor name and merchant ID.
• Timeline & impact: when issue started (UTC timestamp), number of transactions affected, revenue impact estimate per hour (helps prioritize).

Onboarding, implementation and training

Good onboarding is where customer service adds measurable ROI. For a single-site restaurant expect a basic implementation to take 1–2 days of configuration and training; for a 10–100 site rollout plan for 4–12 weeks including hardware procurement, menu or SKU design, integrations, and pilot tests. Larger rollouts (100+ sites) typically require a month-by-month phased deployment schedule, a named project manager, and weekly status reports.

Revel pairing with merchant success teams usually includes role-based training (managers, servers, bartenders, cashiers) and a repository of standard operating procedures (SOPs). Ask for recorded training sessions, sandbox accounts for staff practice, and a “go-live support window” where the vendor provides increased on-call coverage for 48–72 hours post-launch.

Troubleshooting and self-service resources

Before escalating to phone support, collect logs and attempt these quick checks: verify iPad iOS is supported, confirm Wi‑Fi or cellular connectivity, restart the Revel app and device, test payment terminal pairing and run a $1 test transaction, and check cloud sync status. These steps resolve a high percentage of common issues (offline sync and pairing errors especially).

Revel’s documentation (support portal) typically contains step-by-step guides for common scenarios: re-linking payment processors, restoring a terminal from backup, and clearing kitchen display queues. Push for access to the support portal and API docs during procurement—developers and integrators need the RESTful API specification and webhooks documentation for reliable third-party integrations.

Quick troubleshooting checklist

• Confirm software & iOS versions; update if several releases out of date.
• Reboot device and peripheral (printer, cash drawer, reader) in sequence.
• Check local network: DHCP lease, DNS resolution, and outbound ports to Revel cloud endpoints.
• Run a test sale using alternative payment method to isolate processor vs POS issues.

Escalation paths and enterprise support

For enterprises, negotiated escalation paths should name an account director and technical lead, define SLA credits for missed targets, and include regular executive business reviews (quarterly). Insist on a defined RMA turnaround time for hardware—48–72 hours is a fair benchmark for expedited replacement in major metro areas.

A mature vendor will supply a technical account manager (TAM), a prioritized feature backlog, and release notes tied to customer-impacting fixes. If you rely on integrations (online ordering, loyalty, accounting), require integrated incident reporting so third-party outages are visible and correlated in the vendor’s incident management system.

Hardware, warranties and RMAs

Revel ecosystems include iPads, receipt printers, cash drawers, barcode scanners and card readers. Confirm warranty periods (commonly 12–24 months) and whether replacement is new or refurb. For multi-site chains ask for spares inventory agreements or threshold-based automatic ship for RMA parts—this reduces downtime if a terminal fails during peak hours.

Also verify responsibilities: who handles local network troubleshooting (merchant vs vendor), whether on-site technicians are offered, and any per-incident charges for after-hours support or couriered replacements. Negotiating these terms up front prevents surprise fees during critical incidents.

Pricing, contracts and negotiation tips

Revel pricing typically includes monthly licensing per terminal, one-time hardware costs, and professional services for install and training. Market guidance (varies by vendor and scale): software subscriptions commonly range from approximately $99–$199 per terminal per month, hardware $400–$1,800 per terminal depending on peripherals, and one-time implementation fees from a few hundred dollars to several thousand for multi-site projects. Always request a total cost of ownership (TCO) projection for 1, 3 and 5 years.

Negotiate key commercial protections: capped annual price increases, clearly defined support inclusions, volume discounts for terminals and hardware, and SLA credits for downtime. If you rely on POS continuity for sales, require rollback or contingency plans in the contract for extended outages.

Security, compliance and uptime

Payment security is central: verify the vendor’s PCI DSS compliance status and whether point-to-point encryption (P2PE) is offered. Ask for the vendor’s published uptime SLA; for mission-critical retailers expect contractual uptime commitments of 99.9% or higher and a published incident history/uptime dashboard.

Also confirm data ownership and export procedures—if you leave the platform you must be able to export historical sales, customers and inventory in standard formats (CSV, JSON). Finally, insist on role-based access controls, two-factor authentication for admin accounts, and audit logging to meet internal security requirements and external audits.

Where to find official help

Primary entry points: the vendor’s support portal and documentation hub (revelsystems.com/support or revelsystems.com), your account manager for contract and billing queries, and the ticketing system for technical incidents. Maintain a local runbook with contact names, escalation emails, and the steps above so your team can act quickly when issues arise.

Document post-incident reviews: log root cause, corrective actions, and changes to SOPs. This feedback loop turns customer service incidents into process improvements and reduces recurrence—often the best indicator of a high-quality vendor relationship.

Is Revel support 24 7?

Internal support is available at +1 800 846 447 2 (24/7).

What is the phone number for Revel Systems?

(415) 744-1433
If the issue still persists after completing the troubleshooting steps outlined below, then please contact Revel Support by email at [email protected] or by phone at (415) 744-1433.

How do I contact Revel customer service?

Contact Revel directly at [email protected] or send a text to 855-651-1612. The Platform may contain links to third party websites, applications or services. These links are provided for your convenience only.

Is Revel Systems good?

Revel Systems seems best suited for mid to large-sized businesses, especially those in the restaurant and retail sectors. Its comprehensive feature set and scalability ensure that as businesses grow, Revel can keep pace. Most loyal customers appreciate its robust reporting and inventory management capabilities.

Who bought Revel Systems?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The ownership of a company named “Revel” depends on which Revel is being referred to: 

• Revel (Electric Mobility & Infrastructure): . Opens in new tabThis company is privately owned, co-founded by Frank Reig and Paul Suhey, with Frank Reig serving as CEO. It focuses on electric vehicle adoption in urban areas. 
• Revel Bikes (Cycling): . Opens in new tabThe original founder, Adam Miller, recently bought the company back from a private equity group and is now acting as CEO to relaunch the brand. 
• Revel Systems (POS/Retail Tech): . Opens in new tabThis company was controlled by WCAS until June 2024, when it was acquired by Shift4. 
• Revel Audio (Audio Equipment): . Opens in new tabSince 2002, Revel Audio has been owned by Harman International Industries, a subsidiary of Samsung Electronics. 
• Revels (Confectionery): . Opens in new tabThese chocolate-coated candies are made by Mars, Inc.. 

AI responses may include mistakes. Learn moreThe Team Behind Revel The team behind Revel * Frank Reig. Chief Executive Officer & Co-founder.* Paul Suhey. Chief Operating Officer & Co-founder.RevelRevel Audio – WikipediaRevel is an American manufacturer and distributor of high-end luxury audio loudspeakers. Since 2002 it is owned by Harman Internat…Wikipedia(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

Where is Revel Systems located?

The Revel Systems headquarters is located in Atlanta, Georgia. Additional offices are located in San Francisco, California and Vilnius, Lithuania.