Fidelity Systems Limited

Fidelity EPOS Solution

Fidelity provide a single functionally rich EPOS solution that enable businesses to fully manage their retail and hospitality operations.


  • Fully integrated POS
  • Loyalty programs
  • Stock Management
  • Self Service
  • Kitchen Management
  • Supplier Integration
  • Real Time Dashboards
  • POS Advertising
  • Cashless
  • Mobile ordering


  • Increases Sales
  • Reduces queue times
  • Efficient stock management
  • Product Analysis
  • Reduction in slow moving stock
  • Improved catering output
  • Improved customer service
  • Better promotional capability
  • Customer retention
  • Automated order processes


£1500 per licence per year

Service documents


G-Cloud 11

Service ID

5 8 4 3 3 1 4 7 8 3 2 8 5 8 5


Fidelity Systems Limited

Sales Team

01482 585343

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints No
System requirements
  • Windows 7 onwards
  • Any browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 1 hour
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Onsite support
Support levels We provide unlimited access to support and should an issue require a site visit, we will do this as part of the support contract. We have one level of support and the cost depends on the software modules and licences you have purchased. Fidelity have a reputation in the market place for providing exceptionally high levels of support. We provide a commercial account manager and you will have access to all our UK based support personnel.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide comprehensive on site and off site training including full documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We can export the data in a csv format or users can be given direct access to the SQL database.
End-of-contract process Any bespoke routines to extract data would be additional cost otherwise everything else is part of the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Service interface No
Customisation available No


Independence of resources The solution has been designed to be scalable and access the necessary hardware resources it needs depending on load.


Service usage metrics Yes
Metrics types Comprehensive set of dashboards and reports which can be tailored to specific customer needs.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach API/CSV or direct access to the database.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Mircosoft's SLA with Fidelity is for external connectivity at least 99.95% of the time and connectivity between the Microsoft Azure SQL Database and the Microsoft Internet gateway at least 99.99% of the time. For more detailed information that might be required we would refer them to the Microsoft Azure overview of business continuity , see details here:
Approach to resilience The data is hosted via the Microsoft Azure cloud service is always replicated to ensure durability and high availability. Copies of your data are replicated either within the same data centre, or to a second data centre and can also be replicated globally using geo-replication. Regions can be selected for replication giving control over where the data is stored geographically. Multiple secondary failover copies can be maintained. If for any reason your primary database fails, or simply needs to be taken offline, you can failover to any of your secondary databases. When failover is activated to one of the secondary databases, all other secondaries are automatically linked to the new primary location.
Outage reporting Fidelity receive regular performance monitoring statistics as part of our hosting arrangement. KPI’s such as CPU (or DTUs on the database), Data IO, Cache hits\misses, long running queries & storage status are monitored using either Azure’s built in monitoring or custom scripts. Once a threshold is hit a notification is communicated to our support engineers, who will use custom scripts and queries to track the incident, working with the development team as required to reach a quick resolution.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Access is agreed by the customer and is controlled by the roles and permissions matrix that exists in the application.
Access restriction testing frequency Less than once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Access to data is restricted to a small number of technicians. All access is audited.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We use source control software to track all changes with a complete audit trail. Each change is subject to multi level QC as well as UAT.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach On notification of a potential threat we assess what is relevant to our application and make the appropriate changes. These will be done immediately and deployed. As we use a number of standard libraries which have many sources of information
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach A significant element of this is covered by the Microsoft Azure service.
Incident management type Supplier-defined controls
Incident management approach We have clearly defined processes to manage all types of incidents. These can be logged and tracked via the web as well as the normal modes of communication. A customer can view all their issues and if they have the permissions, for the whole organisation. They can also report directly from the web to see how we are performing against SLA's. Our support management systems is

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)


Price £1500 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

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