SUPPORT OPTIONS

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.

Call 866-368-2266 or 509-392-6636. You may also e-mail support@gopositive.com


All POSitive Subscriptions include:

  • Telephone support M-F, 8am - 4pm Pacific

  • Discounted after-hours support, evenings and weekends 

  • Unlimited calling to our Support Department during business hours (Toll free U.S. & Canada)                

  • 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 online customer training classes (when scheduled)

  • Access to Gold Features*

  • Discounts on upgrades and selected products and services         

  • Discount on annual Subscription prepayments                

  • Updates to the newest versions of POSitive

  • "Best effort" troubleshooting support for POS hardware problems, basic networking errors, or other issues that affect the operation of your POSitive product. Note: Some issues are beyond the scope of this support subscription and may require payment of additional fees**        

  • POSitive Software update installation services***  
          

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.​

Afterhours Support:

Hours and Rates****: (All times Pacific, GMT -8)

  • 6am to 8am, Monday through Friday 

  • 4pm to 6pm, Monday through Friday

  • 8am to 4pm, Saturday and holidays

 

PFR/PFB/PRM/GEM: $99 per hour for customers on a subscription. $199 per hour for customers not on a subscription. Calls may be limited to one hour and additional fees may apply. Please be aware response time is subject to staff availability and you may not receive a call until the next business day.

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 $120 an hour during our normal business hours. Higher rates apply outside of normal business hours.  Please note that access to our scheduled training classes and program updates is not included.

*Gold features are exclusively available only to customers with version 6.1, or higher, software and an active Gold subscription.
 

**Our support staff will make a “best effort” to troubleshoot hardware problems, networking issues, and basic Windows issues, but this help will be limited to 30 minutes. After that, we will offer customers the option to pay us an hourly fee to have a technician from our partner IT company, StriveTech, investigate further or they may have their own IT professional handle the issue.

***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.

****Hours and rates may change without advance notice.

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