Support Options

  • PDF

Product maintenance and support is an important consideration when purchasing any software, and you must be on a current POSitive Subscription in order to install or update all version 6 (or higher) products. Also, some optional features, such as Gold Features, require a subscription for activation and use.
All POSitive Subscriptions include:
- Telephone support M-F, 7am - 4pm Pacific
- FREE E-Mail/Web support ticketing
- FREE access to software updates
- FREE weekly "How Do I?" "live", online training class
- Discounted after-hours rate


Comparison of Subscription Plans

Features No Subscription Gold Gold Plus
2 Calls a month to our support department (Toll free U.S. & Canada)  
Unlimited calling to our Support Department (Toll free U.S. & Canada)    
Priority Response  
SupportNet for on-line Support tickets. Lets you submit a ticket, track it and see our reply.  
SupportNet Knowledge base. Full of useful and helpful support information.
Access to weekly online customer training class.  
Discounts on upgrades and selected products and services.  
Discount on After Hours support, evenings and weekends.  
Discount on annual SMS renewal.  
Upgrade files may be shipped to you at your request.  
Updates to the newest versions of POSitive (includes Alphas and Betas). Lets you test the newest, coolest features first!  
"Best effort" troubleshooting support for related POS hardware problems, networking errors, or other issues that affect the operation of your POSitive product.  
POSitive Software update installation services*   Yearly* Monthly*

POSitive Subscriptions are available with month to month or annual payment options for most products. Contact your dealer or the POSitive sales department to obtain a quote.


Subscription Options:

Gold: Includes access to SupportNET, weekly training classes, two “live” support calls each month and one update* per year installed by POSitive (if on annual payment program). Additional services are available for a fee.
                                    
Gold Plus: Includes the above, plus unlimited “live” support calls, monthly updates* and "best effort" troubleshooting support for POS hardware problems, networking errors, or other issues that affect the operation of your POSitive product (including SQL Replication troubleshooting for Multi-Site customers), which is not otherwise included in a Gold Maintenance Subscription.

Also included with each Gold and Gold Plus subscription will be our new Gold features* available in version 6.1:
•    Dashboard (see what's going on at a glance)
•    POSitive Anywhere (Check your store from your phone or any device with a web browser)
•    Text Messaging to Customer Phones (Great for marketing!)
•    Definable System Alerts (Someone make a large return? Know instantly via e-mail or text)
•    Scheduling and Reminders (Soon to be integrated with Google Calendar)
•    And more to come!


Non-Subscription Support Option

If you choose not to sign up for a subscription, you may still contact our support department and pay an hourly fee to speak with a technician. The cost is $99 an hour. Please note that access to our weekly training classes and program updates is not included.


POSitive Software offers 24/7 technical support. Normal support hours are 7am to 4pm (Pacific) Monday through Friday and additional charges apply for support outside of those hours.

Afterhours rates:

5am to 7am, Monday through Friday (All times Pacific, GMT -8)
4pm to Midnight, Monday through Friday
5am to Midnight, Saturday and Sunday and all major holidays

PFR/PFB/PRM/GEM: $99 per incident for customers on a subscription. $199 per incident for customers not on a subscription. Calls are generally limited to one hour and additional fees may apply.
(PFW/AveraSell: $199 per incident for all customers. Ask about special upgrade pricing, available for a limited time only!)


Extended afterhours support rates:

Midnight to 5am, Monday through Sunday, including holidays

PFR/PFB/PRM/GEM customers only: $149 per incident for customers on a subscription. $249 per incident for customers not on a subscription. Calls are generally limited to one hour and additional fees may apply.


*Update installations scheduled outside of normal business hours may be subject to additional fees. Updates are limited to POSitive Software products only and are installed upon request, depending on availability and subscription level. Gold subscribers must already be on version 6 or higher. Gold features are exclusively available only to customers with version 6.1, or higher, software and an active Gold (or higher) subscription.

Please note that POSitive may from time to time, without notice, obligation or liability, modify, expand, restrict or suspend any of its product and service offerings.

Telephone Numbers

North America Toll Free:
800-735-6860

All Other Locations:
509-371-0600

 

Customer Comments

We were extremely happy with the support for our new PRM set up, and subsequent resolving of the connection issue. In particular, the way Josh Vique handled the transition for us made this experience a pleasant one. Josh was very professional and courteous on the phone and by email, and his expertise in problem solving the connection issue was likely above and beyond his job requirement.

Adriana Wilkins

Adventure Outfitters

 

Point of Sale Information