Technical support
highlights
Phone technical support is available 8AM to 7PM Mon. – Fri., and
8AM – 12PM on Sat.
You may be billed monthly or yearly,
the choice is yours. No contract is
required. By paying for support, you
will receive all updates to our software which will be automatically
downloaded by your systems via internet.
A cancellation of support will result in having to repurchase
software should a newer version be desired.
Email
support is free, but response time may take
several days or more depending on the question.
24
hour phone support is available via pager, at an extra charge of $100 per incident for those
currently paying for monthly support.
To avoid charges, please do not call our pager during normal
business hours.
We
will always do our best
to answer or return your call as quickly as possible, usually within 30
minutes. Should your system be
inoperable, please state as such so we may place your call in a higher
priority status.
Due to the nature of our business, our
technical support includes significantly more support than is normally
provided by software vendors in other industries.
Phone Technical support
includes:
·
Any
problems associated with our software
·
Basic
Windows problems (missing icons, printing problems, basic network glitches
due to Windows OS, etc…)
·
Questions
on how to use our software.
·
*Note:
This is not a replacement for DCS training.
Please do not use it as such.
·
Help
with third party software purchased by DCS (ie:
the basics of how to use tape backup software, antivirus, etc…)
·
Help
with troubleshooting hardware problems (more so if DCS supplied the
Hardware)
Phone Technical support
does not include such things as:
·
Removal
of Computer viruses
·
Helping
tellers find shortages/overages and balance the store
·
Third
party software (Netspend, SecureCheck,
Western Union, etc…)
·
Having
DCS make changes to your point of sale configuration (addition/deletion of
menu items, daily sheet changes)
·
Accounting
errors created by your tellers ie: entering zero
for “Cash count” at end of day
·
Transferring
DCS software to other machines due to broken hardware (If less than 30 days
old and hardware is purchased from DCS, this will be included)
·
Additional
work to back office configurations to accommodate new or changed stores.
Ie: The addition of a store requires changes to the
MOCS system
Should work be requested that does not fall into the
guidelines of what is included in phone technical support, our tech support
personnel will advise. If in
question, please ask. There are
always gray areas which need to be addressed on a case-by-case basis.
For help with
issues that are not covered under phone technical
support, our personnel are able to
assist you for an extra fee. Please
be aware, that we may not be able to help you right away with such issues,
as clients with issues/questions specific to DCS software have priority.
Our goal is always to be sure our clients are taken care
of in a timely manner, and are happy with the results!
Thank you for your time and continued business!
-The DCS Team