We have added Emergency Off-hours support to our normal support
offerings.
Some of our clients have requested off-hours
support, so we have styled this offering to accommodate these
situations.
Normal support hours are 9:00 am EST - 7:00pm EST
Monday-Friday except national holidays. Emergency Off-hours
support is considered any time outside normal support hours.
How it works.
In the event that you wish to take advantage of
this service follow these steps:
Place a call to 800-646-4767, and select option
2 (support)
You MUST be at a computer that has internet
access (required)
Leave a detailed voice mail message including:
Your Name,
Your Company Name as it prints on your
receipts
A short description of the problem
Your callback number
A message will be sent to the "on-call"
technician within 10 minutes
The technician will return the call to your
"callback number".
At that time, the "pre-support discussion",
the technician will ask a series of
questions regarding your problem.
The Technician will determine the NUMBER of
incidences this support will
require, normally one(1), but sometimes more than one(1), this will need
to be entered
on the "Pay Now" screen, and will be double checked upon receipt
of the
payment confirmation.
If the technician determines that your problem
can be resolved with an Emergency Off-hours
support session, you will be directed to THIS website.
The technician will disconnect the call and wait
for notification of your payment.
In the meantime, you will select
one of the "Pay Now"
buttons (below) and complete your payment.
Once the technician receives notification of
your payment, he will call you back
at your "callback number" and commence working with you to solve
your problem.
Disclaimers.
This service is NOT guaranteed, it is provided
on a best effort basis.
If, for any reason, the technician is not
available when you call, he will call
you back at your "callback number" when he becomes available.
If, at that time,
you no longer want or need the emergency service NO CHARGES will
be incurred.
In some cases, even though, you may have the
capability for Online Support,
the "on-call" technician may not. In this case, he will
complete your support via
the telephone.
In some cases, your issue may not be able to be
fixed without our technician's
access to tools, ONLY available in our office during normal
business hours.
In some cases, the technician may be
able to determine that during
the "pre-support discussion", if so, then NO CHARGES will be
incurred.
In other cases, this may not be discovered
until after charges have
been received by POS. The technician will do his best to
provide alternative
"stop-gap" measures to get or keep you running until he can
complete the
solution to your problem during normal business hours;
however, in this case
no credit will be issued for the emergency off-hours fee paid.
In some cases, your issue may not be able to be
fixed by our technician because
it may be determined that the problem is NOT with your software,
but instead with
your hardware. We are NOT responsible for your hardware
failures. We will
diagnose the problem and our technician will direct you to one
or more possible
remedies.
In some cases, the technician may be
able to determine that during
the "pre-support discussion", if so, then NO CHARGES will be
incurred.
In other cases, this may not be discovered
until after charges have
been received by POS. The technician will do his best to
provide alternative
"stop-gap" measures to get or keep you running until you can
resolve your
hardware failure; however, in this case no credit will be
issued for the
emergency off-hours fee paid.
It is CRITICAL that you have access to your most
recent backup, as that may be the
ONLY way to recover from your problem.
It is YOUR responsibility to have regular
backups.
Our technician will ASSUME that you do have a
recent backup available
and will proceed with the emergency off-hours support with
that belief.
If the support comes to a point where the
technician asks you to restore
your backup, and you do not have one or it is not available,
he will continue
to try to solve your problem, however this may mean loss of
some to all of
your data. We are NOT responsible for your data loss. No
credit will be
issued because of your lack of an accessible backup.
You agree that you will also accept
all terms and conditions listed in the
Telephone
Support Contract.
DO NOT CONTINUE, IF YOU DO NOT AGREE!
IMPORTANT
In order to assure that you are given the
Proper Credit for your purchase, PLEASE fill in your Company Name and
Address in the SHIP TO address in the online payment form.
Emergency Off-hours Support
- Entitles the existing support contract holders of Power POS or Retail Power to both phone support and online support
for a
SINGLE INCIDENT. This service allows our technicians to connect
directly to your computer if possible and if the technician
believes it is neccessary.
In order to provide the online support portion of this contract, this service
requires a broadband internet connection and remote access to the
POS computer and/or server. This can be provided by one of
several means including Windows Remote Desktop®,
PCAnywhere®,
LogMeIN®
(with file transfer enabled), or our "POS Online Support" tool
download the online
support tool, (Click here to download)
Please save the file to your "Desktop". An Icon will show up
on your "Desktop" that says "POS Online Support II.exe"
Just double click to start. A valid
PowerPOS or RetailPower Passcode and Operator password with
security level 99 must be supplied as well as any usernames and
passwords for your selection of a remote tool before we initiate a
connection. Connection problems/issues caused by or related to the
customer's computer security policies or security software are the sole
responsibility of the customer.
If you do NOT have a broadband internet connection, then the support
session will be handled with just telephone support. A valid
PowerPOS or RetailPower Passcode and Operator password with
security level 99 must be supplied.
A Current Support
contract is mandatory
Current Support
Contract holders use this option
Emergency Off-hours Support - SINGLE INCIDENCE -
For POS Clients already Covered by an existing support contract ONLY. Both Phone and Online Support
(if available)
Please enter the quantity instructed by the technician.
No Refunds or Credits under any circumstances.
$149.00
All other clients
use this option
Emergency Off-hours Support - SINGLE INCIDENCE -
For POS Clients NOT Currently Covered by an existing support contract. Both Phone and Online Support
(if available). This includes the price of both a
3 month telephone
support contract and the Emergency off-hours support single incidence.
If additional incidences are required by the technician, use this
button for the first instance, and use the above button for additional
incidences.
No Refunds or Credits under any circumstances.
$149.00
plus
$229.00
=
$378.00
Online, Offsite Backup and Data Protection Service
- POS International has partnered with a
major supplier of Online Backup Services to offer Comprehensive
offsite data backup protection. This is a third party service and even
though it may be purchased through POS as a part of a complete support
package
it is possible that the renewals for that service may not coincide with
normal support renewals. Our support includes the installation and
setup of this service to backup your POS data. The
service can also be used to backup your other data as required, but is not
covered by our support. This service requires a broadband internet
connection and one time remote access to the POS computer and/or server.
More information....
IMPORTANT
In order to assure that you are given the
Proper Credit for your purchase, PLEASE fill in your Company Name and
Address in the SHIP TO address in the online payment form.
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