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SOFTWARE SUPPORT

Secure Retail POS provides support for Logivision Software and S-Tags software. Secure Retail POS Systems categorizes all support requests into two categories:

  1. Emergency
  2. Non Emergency

 

SEVERITY 1 CRITICAL BUSINESS IMPACT (Emergency) The impact of the reported deficiency is such that the client is unable to either use the Software or reasonably continue work using the Software. SRPS will commence work on resolving the deficiency within two (2) hours of notification and will engage staff until an acceptable resolution is achieved. Communication should be via email: Get Support Now and phone 888-927-2399. Please include a description of the problem, a contact name and a phone number that you can be reached at.

 

SEVERITY 2 CRITICAL BUSINESS IMPACT (Non Emergency) The impact of the reported deficiency is such that the client is able to either use the Software or reasonably continue work using the Software. SRPS will commence work on resolving the deficiency within eight (8) hours of notification and will engage during business hours until an acceptable resolution is achieved. Communication should be via email: Get Support Now or phone 888-927-2399.  Please include a description of the problem, a contact name and a phone number that you can be reached at.

 

AFTER HOURS SUPPORT

Standard support is offered from 7:00 am CST to 7:00 pm CST, outside of these time is after hour support.  Secure Retail POS always has a technician available for after hours support, on weekends and holidays. This support is provided for emergency support.  Please feel free to email LINK FOR SUPPORT with non emergency support requests at any time. Please use the phone support for emergencies only.

Our goal is to offer great customer service all the time. We appreciate feedback, both good and bad. If at any time the services you receive are less then great then please let us know.  If the service you receive is above and beyond then please let us know that as well. Contact us at 888-927-2399 ext.208 our email support@secureretail.ca with feedback.