Support Request

Complete and Submit the CCS Support Request Form to contact the CCS Support scheduler.   Our average response time during business hours is 15 – 30 minutes.  If you are new to CCS read the Support Policies and Procedures notes below.

CCS Support Policies and Procedures

Since 1982, CCS  Retail Systems, Inc. has provided support for all types of organizations and complexities of systems.  We stress the complete and timely nature of our services.  We can help with System Selections, Sales, Installation, Training, and Ongoing Support for Hardware, Application Software, Operating Software, and most configurations of networks.  We also offer Internet Products and Support.  We can help you from the desktop through your Internet connections.

Working With CCS

To manage the flow of support services and your costs, CCS recommends that you assign a primary and secondary contact at your company to report and manage incidents.  These names should be given to CCS.  This allows you to eliminate unnecessary duplication of services, unapproved services, and long service calls to persons who are not as familiar with the systems as the designated representatives.  CCS can then screen calls from anyone other than these two persons, to help enforce the policy.

Placing a Support Call at CCS Retail Systems, Inc.

CCS has dispatchers assigned to take customer support calls, assign technicians, and make sure calls are followed up.  Contacting CCS technicians directly to open a new support or service call is discouraged because technicians may be out of the office or busy with other customers.  CCS management tries to make sure that all customers get helped as soon as possible.  We have found that controlling the opening of calls with a separate dispatcher is the best way to accomplish this.

We use an automated Call Dispatch and Management System to ensure all calls are logged and monitored.  You will be given a new ticket number to use in tracking the life cycle of your incident. Our response time objective for a new call is 15 – 30 minutes.  We typically achieve this or better it.

Once a call is open and active, you can use the assigned incident or ticket number, and you will be routed to the technician directly.

Some of the problem information that is most helpful includes: (You may want to make up a simple form with these areas on it).

  • Error messages that displayed or printed.
  • Samples of the problem, if printable.
  • Program(s) and functions that were in use, and who was using them.
  • Physical station and location where the problem occurred.
  • Equipment in use, and settings used, when the problem occurred.
  • Has the equipment recently been serviced?
  • Time of day the problem occurred.
  • Any facilities or environmental changes taking place at the time of the problem.
  • Is this a new problem, or has it been reported before? When and by whom?
  • Anything else that helps isolate the specifics of the problem ….

CCS support offerings include a wide scope of services from Basic to 24 by 7 coverage.

Standard Support

These services are based on our prepaid CCS Support Pack 10-Hour bundling.  They are available between 8a and 6p Monday through Friday, at standard rates.  After-hours support from 6p to 9p is available by prior arrangement on weekdays.  After-hours rates are automatically applied unless other arrangements have been made in advance.  All products CCS provides are included.

In-shop, remote, and onsite support delivery is available.   An online access medium, such as a modem or Internet link, is recommended for remote support. This allows a CCS support technician to connect directly, and keep call lengths to a minimum.  Remote support is billed in 15-minute increments. 

Onsite support is billed for a minimum of 2 hours per visit, with a one-way trip charge that is based on travel time at support rates.

In-shop support is billed at a minimum of 1 hour.

Special arrangements may be made, in advance, for special cases not covered above.  We would prefer several days’ notice.

Basic Support

This is a limited duration CCS Support Pack.  A Basic Support Pack is 2 hours.  All support delivery methods are available.  No after-hours support is provided, unless special arrangements are made.

The Basic Support Pack is intended for customers with a special one-time support requirement.

Weekend Support

Is offered by prior arrangement, on a single incident basis, or a periodic basis.  Single incidents should be requested no later than Wednesday of the preceding week. CCS weekend support includes pager access to a CCS technician, between 9a and 7p on Saturday and Sunday.   No onsite support is provided unless special arrangements are made.

non-refundable reservation fee is billed in advance and applied at each reservation interval.  Reservation fees do NOT accrue towards future support. The reservation fee can be applied to hourly rates for weekend service  – only.  A standard support pack must be in effect before weekend coverage can be added.

24×7 Support

This service combines the features of the other offerings above.  We offer a customized contract for each customer.  Call us for details.

Support and Service Billing Categories. (Note:  CCS Support Rates Assume Prepayment Before Use)

Category(1) Billing Unit Notes(2)
Basic – Support 1 Hour 2 Hour Minimum
Standard – Remote 15 Minutes Prepaid Contract(1)
Standard – Onsite 1 Hour 2 Hour Minimum (1), Plus Travel one way
Standard – In-shop 1 Hour 1 Hour Minimum(1)
Weekdays After Hours 1 Hour 1 ½ Times Standard Rate
Weekend – Incident 1 Hour Reservation fee Required
Weekend – Monthly 1 Hour Reservation fee Required
Weekend – Quarterly 1 Hour Reservation fee Required
Weekend – Annual 1 Hour Reservation fee Required

(1) All Categories, except Basic, require a 10-Hour Standard Prepaid Support Contract. 
(2) All Categories, except Basic, have a 12-month term to the support entitlement purchased.

Please contact us at 425/800-672-4806 if you have any further questions.

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