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Emergency Off-hours support

 

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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