Remote Login | Self Service Portal Login | Plans | F.A.Q.

Frequently Asked Questions (F.A.Q.)

Who answers the phone when I call for support?
We try to route your call to your account's assigned helpdesk agent. If your assigned agent is busy, your call will be sent to the next available agent or routed to voice mail. You are also able to leave a message for your agent if you do not wish to remain on hold. Please be assured that the messages are checked regularly. When you leave a message a incident is automatically assigned to your account and your assigned agent is notified.

We invite you to start your own helpdesk incidents. You will need to login to the Helpdesk Self Service Portal to create your incident. You will need a self-service account to access this system.

What is Helpdesk Self Service Portal?
The Helpdesk Self Service Portal link provides a link to your tickets. You can create your own tickets without speaking with a Helpdesk technician. You can review your existing tickets. You also have access to our self service knowledge base, feature requests area and bug list using this link. An account is required for access, please contact the sales department, or ask your helpdesk agent, to create this account.

What is an incident number?
An incident is a method of tracking your support cases. The incident number is the reference number for your question. This number is used to track all activity on your question while the support team works on resolution. If you are calling on an existing or prior issue, please reference your incident number.

What is the difference between a non-emergency and an emergency support question?
Emergency support is defined as your system is down and unable to function. Terminal failure, credit card processing issues or failure, software is not responding, etc. We allow you to define an emergency. There is a service fee for abuse of the emergency system. If the question can wait until normal helpdesk hours, your question is probably not an emergency.

When does my support agreement renew?
Support agreements renew automatically each year. The agreement renewals will reflect any price changes that have taken place over your support year.

Do I need to be on an active support agreement to receive support and updates to my POS?
You cannot receive software patches, updates or new versions if you are not on an appropriate level of support or an active SUA. Helpdesk access is provided to current customers only but "Pay-Per-Incident" plans now exist for those of you who do not wish to participate in a support agreement.

In addition, business and residential support is now available. Business and residential support customers are not expected to participate in a support plan in most cases. These customers will be supported at an hourly rate.

Can I receive support on a POS module I have not purchased or completed training credits for?
Yes, you can receive support without completing training credits. If your support questions are excessive and our support technicians find your questions would be answered by training, they can request you take the training credit before additional support is given.

Is PixelPoint POS CISP/PCI compliant?
Yes, the current releases of PixelPoint POS is CISP/PCI compliant when processing with Mercury Payment Systems. For additional information click here...

PixelPoint POS version 8.0 is CISP certified with VISA. Additional information can be provided upon request.

 

Support Agreement Item Descriptions

Helpdesk hours
Regular helpdesk hours. These are the hours the helpdesk dispatch center is staffed. Your call will be handled by an automated service outside of these hours. If call volume is higher then expected during regular hours, your call may be handled by an automated system. You will always have an option to leave a message if your call has a longer then average expected wait time.

Non-emergency support response time
You will receive a call back on your ticket within this time period.

Emergency support response time
You will receive a call back on your ticket within this time period.

Support callback priority
Support callback priority ranks your ticket callback over non priority support levels. Platinum customers will receive highest priority callback; gold customers will receive second highest priority. Silver and bronze level customers will be handled in a first in, first out scenario.

Helpdesk toll-free number
Use of our toll-free number for contacting pBITS.net's helpdesk and other services.

Non-emergency after hours support service
Are non-emergency support questions allowed after hours? If you do not have non-emergency after hour support, you can still use our emergency after hours service (based on your support plan options).

Non-emergency weekend support service
Are non-emergency support questions allowed on weekends? If you do not have non-emergency weekend support, you can still use our emergency after hours service (based on your support plan options).

Web hosting
Limited: Hosting standard HTML web pages; 100 Meg transfer per month; 10 Meg storage. Unlimited: Standard HTML hosting and PHP scripting availability. Fair use storage and transfer limit.
Option terminated 3/31/08; Description provided for customers on a legacy support plan.

IMAP e-mail accounts
Limited: Inbox storage limit: 10 Megs / 5 users. Unlimited: No inbox storage limit or limitation on users. Aliases and mailing lists available.
Option terminated 3/31/08; Description provided for customers on a legacy support plan.

Remote support available
Remote support allows support technicians access into your system via a secure, remote connection. Using this method most problems can be resolved over the phone. High speed internet access is required. Remote support is provided on a secure, 128-bit encryption (or higher) connection. The connection must be permitted by the customer on the station/PC(s) being supported. Accessing this service is started by entering the 6-digit PIN that will be provided by your Helpdesk technician.

Onsite support discount
Discount amount off posted labor rate for onsite visits.

Shop/lab support discount
Discount amount off posted labor rate on shop and lab work.

Phone/e-mail support discount
Discount amount off posted labor rate on phone / e-mail support.

Travel charge discount
Discount off posted travel charges. (This discount excludes and fuel surcharges imposed).

Depot hardware
Depot hardware service provides a replacement unit while your unit is in for repair or being replaced. Depot hardware is on loan until your hardware unit is back in service. Depot hardware must be returned in the same condition it was received. Depot hardware service requires that the unit is in its manufacture warranty period or has a pBITS sales order for a replacement unit. Hardware not purchased through pBITS is not eligible for depot hardware service.

Software ABP (ComCash)
ABP stands for Annual Benefits Package and is the software upgrade assurance of ComCash. Customers on ABP will receive ComCash updates, patches and new releases. You must be on an appropriate level of pBITS support to participate in ABP. New releases may contain new software or modules that may be a purchase option. Purchase options are not included in this support item. Note: end-users who have preexisting software (supported POS software only) and are not on a valid, active SUA/ABP will not receive new releases until any catch-up fees have been paid.
Option terminated 1/1/08

Software SUA (PixelPoint)
New releases of software are version changes. When a 7.x software version changes to an 8.x version this is a new release. Bug fixes and general software patches are available. New releases may contain new software or modules that may be a purchase option. Purchase options are not included in this. Note: end-users who have preexisting software (supported POS software only) and are not on a valid, active SUA/ABP will not receive new releases until any catch-up fees have been paid.

Software SUA (pBITS)
New releases of software are version changes. When a 7.x software version changes to an 8.x version this is a new release. Bug fixes and general software patches are available. New releases may contain new software or modules that may be a purchase option. Purchase options are not included in this. Note: end-users who have preexisting software (supported POS software only) and are not on a valid, active SUA/ABP will not receive new releases until any catch-up fees have been paid.

In addition to support agreement lines, SUA may be purchased at the time of software sale and would then be renewable annually. Missing your renewal payment would cancel your SUA and catch-up fee would then apply.

Eligible for Beta site
Beta sites are store locations that are using beta software. Beta software is a release that is in its final stage of testing. Beta software is usually the latest and greatest software but using it may cause unforeseen problems. This final stage of testing is designed to work any finally bugs out before the general release of the software. Eligibility does not guarantee beta site status, a request form/release must be submitted.