Support Policies

Support Contracts

PrISM Users must have a current support contract to receive telephone support.  All new turnkey systems ship with one (1) year free support from date of shipment.

 

Microworks support contracts are issued on a per-store basis and have terms of six (6), twelve (12), and twenty-four (24) months.  Customers with multiple locations will receive one bill for all locations, and all stores will be prorated to the same anniversary date.  As set forth below, all contracts include telephone support as well as greatly discounted yearly product software updates.

 

Telephone Support

All support calls must be user-initiated.  You can reach Microworks Technical Support at (585) 787-2058.  If a Technical Support Analyst is not available, please leave a clear and concise message including store name, store phone number, name of person calling, and nature of the call.

 

Before you contact Technical Support, make sure you have the following information available:

Standard Support Hours

Technical support by telephone is available Monday through Thursday from 9 a.m. to 8 p.m. EST, Friday from 9 a.m. to 6 p.m. EST, and Saturday from 11 a.m. to 3 p.m. EST.  After-hours and holiday support calls will be handled via pager until 11 p.m. EST, with a 30-minute or less target response time.  Please be sure to follow pager instructions for after-hours support.

Note: All non-operational issues should be resolved during normal business hours, Monday through Friday 9 a.m. to 6 p.m. EST or Saturday 11 a.m. to 3 p.m. EST.

 

After-Hours Paging Policy

After-hours support issues should be limited to system-down problems; all other issues should be handled during normal support hours.  To page a support analyst after hours, dial into the main Microworks support line and follow the instructions for after-hours paging.  Your page will alert us, and your call will be routed to the appropriate support analyst.  These calls will be returned with a 30-minute or less target response time.

 

Returned Equipment

All returned components are subject to a 15% restocking fee.  Shipping, setup, travel, and installation charges are non-refundable.  Equipment must be returned in the original packaging.

 

Shipping

All equipment purchased is shipped UPS COD certified check / money order unless prior arrangements are approved. The customer is responsible for all outgoing shipping costs for any returned merchandise.

Note: The hardware warranty requires that all returned equipment be shipped in the manufacturer's original packaging.  If improperly packaged equipment is damaged in shipment, you will be billed for the value of that equipment.  It is important to properly insure and track shipments.