SOFTWARE
Are all Cobalt Retail modules fully integrated?
Yes, Sales, Payroll, Cobalt Touch & the Commission Sales module are fully integrated with General Accounting…additionally, the commission Sales module integrates with POS. An API is available to integrate POS to your eCommerce site if required.
Do I have to use all Cobalt Retail modules?
No, all modules are included in the system pricing – you choose which modules you wish to use, and you have the option of adding in any standard modules along the way.
There’s some things my current system can’t do, how can I find out whether Cobalt Retail can?
The easiest way is to contact us for a remote demonstration of the system … keeping a list of all the features you wish to have available or improve on will help you keep track of your questions, as will having your key staff members available, as we go through all of the relevant system modules for you.
Do you have a sample copy of Cobalt Retail I can download?
As our system runs securely on a customised server platform, we are more than happy to schedule any time that suits you for a remote demo or two.
What is the easiest way for me to see Cobalt Retail and ask some questions?
A remote demo will give you the opportunity for an overview look at the system – from there you are welcome to think through and compare this with your current system, and we’re more than happy to book more time to tackle questions you may have or show key members of your team also if we have a client in your area, we are happy to see if they have the time to show you the system in a “real world” scenario – warts and all!
Are all Cobalt Retail modules password protected?
Multi-level individual access to features is available throughout our modules
How often do I need to back-up my system?
Secure remote automated off-site back-ups to servers occur nightly, while automated hourly and monthly on-site backups are made to one of two supplied USB drives.
Can I get a list of all of the Cobalt Retail features?
We will be happy to send you our current feature list for each module.
Can I remotely access Cobalt Enterprise Server when on the road ?
Yes, Cobalt Enterprise Server can be accessed remotely from a Windows or iOS device. Additionally, Cobalt Touch allows easy live access for sales, stock control and stocktake at any time, access can be configured and is available to use on devices running iOS, Android and Windows. If you don’t have a printer available at the time all documents can be emailed to yourself or directly your clients.
Is your software capable of linking multiple stores with a Head Office?
Yes, Cobalt Retail can run across a range of site configurations, including either franchise or company owned stores, or a combination of both.
HARDWARE
Do I need to buy new computers to run Cobalt Retail?
Not necessarily….as the Cobalt Enterprise Server does the lion’s share of processing, there are very low minimum requirements for what hardware can run Cobalt Retail. You can also use your tablets and smartphones with Cobalt Touch and for remote access.
What happens to my existing network?
Your current network running your email, internet access, word processing, other existing business applications etc will continue to run alongside Cobalt Enterprise Server.
Will my existing computers and other equipment still work with Cobalt Retail?
Any computer in your network will be able to access Cobalt Retail through the Cobalt Enterprise Server, and a list of currently approved peripheral hardware (such as barcode scanners, printers or cash drawers etc) is available from our team. We are also happy to test any equipment you currently have to assess its suitability for you!
If I need more computer equipment, do I have to buy this from Merlin Software?
No, you are welcome to use your current IT support people for this, however, we can supply a quote for computers or peripheral hardware if you require.
What is Cobalt Enterprise Server?
Cobalt Enterprise Server (CES) is a unique server platform designed and optimised specifically to run Cobalt Retail. CES does all the processing for Cobalt Retail allowing workstations to have minimal system specifications.
Do I need internet access?
While local trading can be done without internet Cobalt Enterprise Server requires a connection to your network and access to the internet for remote access to Cobalt Retail, communication between multi-site businesses, system backups, remote support, remote monitoring, remote management, and remote maintenance.
Will I have to run only PC’s on my network, or can I run other hardware?
Cobalt Enterprise Server provides access for all types of hardware, including notebooks, netbooks, laptops, tablets, plus thick and thin client computer terminals.
What happens if I lose internet access?
Nothing, your store will continue to trade and any facility that requires internet access (such as Cobalt Link in a multi-site system, backups or program updates) will continue to be performed when your internet connection is restored. Of course, any remote access to your system may be suspended until your internet access is restored also.
Is there a warranty on Cobalt Enterprise Server?
Absolutely … your Cobalt Enterprise Server is fully covered under warranty for the three years of your contract and for any issues that cannot be remotely resolved a replacement will be despatched immediately during business hours.
What happens if I have a power black-out?
If you have a generator in place, you can switch over and continue trading as normal. We recommend a UPS on your server.
If there is a problem with Cobalt Enterprise Server, can I continue trading?
Yes, contact our office immediately and we will transfer your server through to our emergency system to allow you to continue trading while we organise a replacement CES.
INSTALLATION
Will my current computer support company be able to install Cobalt Retail?
Absolutely … it is a relatively quick installation process and full documentation is available for your IT support team.
Can I run Microsoft Office, Outlook (emails) and the Internet on Cobalt Enterprise Server?
No, CES is an optimised platform for Cobalt Retail only. CES is designed to run alongside your existing IT systems.
Will it take long to install Cobalt Retail?
Once Cobalt Enterprise Server is installed and connected to your network, it takes approximately five minutes per computer to install the access link onto each computer that you wish to access CES.
Can I transfer my data from my existing system?
Yes, we provide up to five hours of database conversion time (per database), which should be plenty of time for your database to be configured if you export your data from your current system into the spread-sheet format we provide for this purpose … any additional time that may be required will be charged at an hourly rate, including assisting you with exporting data from your current system.
Will there be any loss of trading when I change my system over?
The changeover process is designed to eliminate any loss of trade as you transition from your old system to Cobalt.
TRAINING
How much training will I receive when Cobalt Retail is installed?
There is an inclusion for eight hours of remote training per database, and we can provide you with a suggested training plan to allow you to maximise this time … it is recommended that this be spread over 4 x 2 hour blocks for the highest impact, as more training than this can be somewhat daunting in one sitting! It also allows you to tailor these training sessions for the most appropriate person in your team (ie, your stock purchasing officer for stock control, or your book-keeper for GA).
What happens if I have new staff down the track?
At any time you can purchase remote training sessions for your staff (new or old), for a minimum time of one hour onwards at a time suitable to you during our normal trading hours.
Can I get on-site training for all of my staff at once?
Absolutely, we are happy to provide an on-site 3 day minimum training service for a daily fee (which includes all travel expenses).
How can I practice what I’ve learnt?
A training database is provided for all stores free of charge, allowing you the ability to learn and practice at your own pace, at a time that is suitable to your team.
How else can I get training?
Additional training blocks can be purchased at any time for remote training, or alternatively we are happy to provide on-site full day training with your team for a minimum of three days (at a daily rate fee) … we also provide a knowledge base of documentation on our website for common “how to” questions, as well as annual user group meetings throughout the country.

As well as various one-on-one training methods, we hold regular group webinars and annual user group meetings, provide access to our helpdesk (via our website) for “How To” documentation on all system aspects, and have some short training videos available on our You Tube channel. Access to all of these are included in our monthly software fee.

SUPPORT
Do you provide support contracts on a monthly or annual basis?
Support for all modules of Cobalt Retail is included in our monthly fee, and is provided by remote internet connection and telephone.

We also have a full knowledge base available via our website for users and conduct regular user meetings.

How is support provided?
Support is provided remotely by telephone and internet connection to your system.
What hours is support available in?
Our office hours are 8.30am – 5.00pm ACST, and we provide an after-hours number for emergency support outside this time.
What happens if I need support after normal business hours?
All clients have access to our website logging system to log on-urgent or scheduled support tasks, and any urgent issues can be addressed by calling our 24 hour support phone service.
What is the simplest way for me to request assistance?
We encourage all non-urgent or scheduled tasks to be logged via email or by logging through our website, as this allows such tasks to be entered into our support system in chronological order … of course, please call and log jobs or ask for urgent support if needed.
Can I see what support jobs I have currently logged with Merlin Software?
We are currently in the process of updating our website to allow all of our clients to see the status of any jobs logged with us.
PROGRAM UPDATES
How often are program updates released?
Major releases are generally scheduled quarterly, in January April July and October … any issues that need immediate resolution will require interim program updates and these are released as necessary.
Do I have to download and install the program updates?
Cobalt Enterprise Server automatically receives and updates programs as they are released.
How do I find out what is included in each program update?
Whenever a new program is released there will be a copy of the release notes outlining all new features and fixes in our website knowledge base.
What happens if I want to request a change in the software?
Any new features that you would like to see in Cobalt Retail, or if you would like to report any issues, these are best handled via email to our support team.
Will my requested changes automatically be included?
Any requests for program features are assessed for suitability to all clients, and will be added to our development schedule then released when completed … you will be advised when your request has been included in a program release.

Still need help? Send us an email!

For any other questions, please write to us at sales@merlinsoftware.com.au or call us on 08 8354 1600

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