Question 1

What is MAKANTY and what services do you provide?

Accepted Answer

MAKANTY is Egypt's premier one-roof platform for all POS providers. We offer comprehensive services including POS & ECR devices from major brands (PAX, SUNMI, NEWLAND, TOPWISE), spare parts supply (90K+ parts annually), field service management (300K+ annual visits), device maintenance & repair services (70K+ devices serviced), consumables, and business incubator services for SMEs. We serve banks, fintech companies, payment service providers, and enterprises across all 27 Egyptian governorates.

Question 2

Which governorates do you cover in Egypt?

Accepted Answer

We provide complete nationwide coverage across all 27 Egyptian governorates including Greater Cairo (Cairo, Giza, Qalyubia), Delta Region (Alexandria, Beheira, Gharbia), Canal Cities (Port Said, Suez, Ismailia), Upper Egypt (Aswan, Luxor, Assiut), Sinai (North & South), and Red Sea cities (Hurghada, Marsa Alam). Our network of 25+ certified engineers ensures rapid response times nationwide.

Question 3

Do you work with the Egyptian Tax Authority POS program?

Accepted Answer

Yes, we are an approved provider for the Egyptian Tax Authority POS program. We handle the complete application process, device setup, delivery, and ongoing support for businesses applying for Tax Authority POS devices. Our services ensure full compliance with all Egyptian Tax Authority requirements and regulations.

Question 4

What is included in your field service management?

Accepted Answer

Our field service management includes on-site technical support, preventive maintenance visits, emergency repairs, software updates, parameter changes, device diagnostics, and troubleshooting. We complete 300,000+ annual field visits with certified engineers. Service starts from 45 EGP per visit with volume discounts available for contracts over 1,000 visits annually.

Question 5

What is your response time for field service requests?

Accepted Answer

Our standard response time is 24-48 hours for regular requests. For priority contracts, we offer same-day or next-business-day response. Emergency support is available 24/7 for critical infrastructure. Response times may vary based on location, but our nationwide network of 25+ engineers ensures rapid coverage across Egypt.

Question 6

Do you offer field service contracts and volume discounts?

Accepted Answer

Yes, we offer flexible field service contracts with significant volume discounts: 5% discount for 1,000-5,000 visits, 8% for 5,001-10,000 visits, and 12% for 10,000+ visits annually. We also offer 2-year contracts with priority support, dedicated account management, and preferential pricing. Custom enterprise packages are available for banks and large PSPs.

Question 7

Which POS brands do you service and repair?

Accepted Answer

We service all major POS brands including PAX (all models), SUNMI, NEWLAND Payment, TOPWISE, Castles, Smartpay, and other leading brands. Our engineers are certified and trained on multi-brand platforms with access to genuine OEM spare parts for all major manufacturers.

Question 8

What is your device repair turnaround time?

Accepted Answer

Standard repairs are completed within 3-5 business days. Complex repairs requiring specialized parts may take 7-10 business days. For urgent cases under priority contracts, we offer 24-48 hour express repair service. We maintain a large inventory of common spare parts to minimize downtime.

Question 9

Do you use genuine OEM parts or compatible parts?

Accepted Answer

We exclusively use 100% genuine OEM parts sourced directly from authorized distributors (PAX, SUNMI, NEWLAND, TOPWISE). This ensures warranty compliance, optimal device performance, and longevity. All parts come with manufacturer warranties and quality certifications. We do not use third-party compatible parts.

Question 10

What is included in your preventive maintenance service?

Accepted Answer

Our preventive maintenance includes comprehensive device diagnostics, cleaning of card readers and pinpads, thermal printer head inspection and cleaning, battery health checks, software version verification, security updates, connectivity testing, receipt paper replacement, and full operational testing. Regular preventive maintenance extends device life and reduces unexpected failures.

Question 11

What spare parts do you stock?

Accepted Answer

We maintain an extensive inventory of 90,000+ spare parts including thermal printer heads, card readers, pinpads, batteries, power adapters, keypads, LCD screens, charging docks, communication cables, and internal components for all major POS brands. We stock both common fast-moving parts and specialized components.

Question 12

What types of consumables do you supply?

Accepted Answer

We supply thermal paper rolls (all sizes: 57mm, 80mm, custom), ribbons for impact printers, cleaning cards for card readers, cleaning pens for printer heads, protective cases, screen protectors, and other POS consumables. All thermal papers are high-quality, BPA-free, and compatible with all major POS printer models.

Question 13

Do you offer bulk discounts on spare parts and consumables?

Accepted Answer

Yes, we provide volume-based pricing for bulk orders. Discounts range from 10% for medium-volume orders to 20%+ for large enterprise contracts. We also offer consignment stock programs for major clients where we maintain inventory on-site for immediate access.

Question 14

What is your Business Incubator service for SMEs?

Accepted Answer

Our Business Incubator program helps small and medium enterprises (SMEs) establish and grow their payment acceptance infrastructure. Services include POS device consultation, merchant account setup assistance, payment processing guidance, technical training, business analytics, and growth consulting. We provide mentorship and support to help businesses optimize their payment operations.

Question 15

Who can benefit from the Business Incubator program?

Accepted Answer

The program is designed for SMEs, startups, retail businesses, restaurants, service providers, and any business looking to implement or optimize POS payment systems. It's particularly valuable for businesses new to electronic payments or those looking to scale their payment infrastructure.

Question 16

How much do your services cost?

Accepted Answer

Pricing varies by service type: Field service starts at 45 EGP per visit, device maintenance from 450 EGP per device, preventive maintenance from 250 EGP per visit, and spare parts are priced individually. Volume discounts and 2-year contracts offer significant savings. Contact our sales team for custom enterprise pricing tailored to your specific needs.

Question 17

Do you offer service level agreements (SLAs)?

Accepted Answer

Yes, we offer comprehensive SLAs for enterprise clients including guaranteed response times, uptime commitments, dedicated support channels, priority escalation, and performance reporting. SLAs are customized based on your business requirements and can include 24/7 support, same-day response, and guaranteed parts availability.

Question 18

What payment terms do you accept?

Accepted Answer

We accept multiple payment methods including bank transfers, checks, credit terms for qualified corporate clients, and cash for smaller transactions. For long-term contracts, we offer flexible payment schedules including monthly, quarterly, or annual billing. Payment terms are discussed during contract negotiation.

Question 19

What support channels are available?

Accepted Answer

We offer multiple support channels: 24/7 phone hotline, email support, WhatsApp Business for instant messaging, online ticketing system through our website, and dedicated account managers for enterprise clients. Our average response time is under 2 hours during business hours.

Question 20

Do you provide training for our technical staff?

Accepted Answer

Yes, we offer comprehensive technical training programs for client staff including basic troubleshooting, preventive maintenance procedures, POS operation best practices, and advanced technical workshops. Training can be conducted on-site or at our facilities and is customized to your team's needs.

Question 21

Are you PCI-DSS compliant?

Accepted Answer

Yes, we follow PCI-DSS security standards for all POS handling, key injection, maintenance, and disposal processes. Our facilities and procedures are regularly audited for compliance. We ensure all devices are handled according to banking-grade security protocols and payment industry standards.

Question 22

How do you handle secure key injection and device disposal?

Accepted Answer

We manage the complete POS lifecycle from injection to burn. Secure key injection is performed in our certified facilities using banking-grade encryption protocols. For device disposal, we follow certified secure key burning procedures, data sanitization, and proper decommissioning with full compliance documentation as required by banking regulations.

Question 23

What is your Exclusive Trade Program?

Accepted Answer

Our Exclusive Trade Program is designed for resellers, distributors, and system integrators. Members receive wholesale pricing, priority access to inventory, dedicated trade support, technical training, marketing materials, and co-branding opportunities. The program offers multiple tiers with increasing benefits based on volume.

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