On-Going Support Services
Help Desk Services During Business Hours
Our support team is always available to you if you have any questions or problems with your POS system. Call our toll-free number anytime between 9:00 AM and 5:00 PM Eastern Time and a real person will direct you to a support technician or take a message for a specific person and log it into our Call Tracker system. Our team of technical experts are highly trained and experienced in supporting your POS system and are mandated to respond to all calls as soon as possible.
After-Hours Emergency Assistance
To truly call yourself a provider of retail solutions, you need to be available during retail hours. That is why we offer end-user support for all of our customers on a 24/7 basis. If our office is closed, just leave a message in our after-hours voice mail system and a technician will be paged immediately. Our On-Call technicians know that if they are being paged after regular business hours, there must be an emergency. So you can expect a call back within minutes of leaving your message.
On-Line Support Tickets
Another method for obtaining immediate technical assistance during business hours is by logging onto our on-line ticketing system. This is an excellent way to make sure your request is addressed as quickly as possible. On-line support tickets are automatically entered into our Call Tracker system, along with any calls that come in by phone. When creating an on-line support ticket, you can specify who to contact and what method you prefer (phone, email, etc.). Our technicians respond to all support calls on a first-come-first-served basis, regardless of whether they are phoned in or created on-line.
If you would like to submit an on-line support ticket, click here. (Note: you must be a Tri-City Retail customer to use this service.)
Another way that we differentiate our technical support is by offering blocks of support time, called Flex-Time Plans. Each support call is time tracked by the minute and decremented from your Flex-Time Plan account by the minute (50% premium is applied for after-hours support). Over time this is a very cost-effective way to pay for technical assistance because there are no minimum charges for calls or monthly minimums. And Flex-Time Plans never expire, so you can use them year after year until they are depleted.