Customer Service

What is your Support Policy?

Our basic Customer Support premise is that you receive unlimited telephone, email, and remote access support for the first 90 days of owning your system with a targeted response time of two hours. At the end of that 90 day period, you are then offered one of three maintenance plans to ensure the long-term support and maintenance of your system.

The Value of Customer Support

Providing ongoing support for your Point of Sales system is an important service that can best be provided by an experienced Microsoft Partner. The most economical and predictable manner of providing that support is by entering into a support agreement or contract that helps both of us manage expectations and avoid surprises. We have developed a Support Program that will do this which is both comprehensive and practical, and includes:

What type of Customer Support is offered?

Customer Support generally falls into one of the following categories:

1. Training and System Operating Support: Learning to operate your system and take advantage of the automation it provides. This would include all POS (Point of Sale) functionality, Inventory Management, Purchasing, Customer Records, and Supplier transactions.

2. Hardware and Network Support: Resolving hardware and connectivity issues that arise, usually from unintended changes made by you or another service provider (such as your ISP or an employee). This would include printers, network connections, scanners, Pin Pads, etc.

3. Software and Program Upgrades: Installing new releases and patches or hot fixes identified by Microsoft. Adding functionality from RMS compatible programs to extend or enhance RMS capabilities (Mobile Sales, Marketing Systems, Ecommerce, Etc)