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Permalink Reply by Marek on February 19, 2010 at 2:23am

That question depends on you. If you're tech wise then the answer might be NO... depending on your hardware and software. Can't stress enough... back ... and then... back up... your back up. If you bought your hardware as a package with your software then the answer might be... 'maybe'... Most likely it's your software that's going to give you problems.

I am dating myself here... but we bought a Gateway 386sx2 computer in 1992... yes, 1992... it is running DOS 3.1 (notice I said RUNNING)... using VOX 3.1 which was a voicemail program... it's connected to a Panasonic phone system ... and yes... to-this-day... that stupid thing just keeps running and running and running... it's never had a part replaced... once in a while somebody cleans the fan... strange ... but true..

If you have a hardware/software combo... and your hardware goes down... are you without a system... do you have a backup system... or do you revert to pen and paper... how long will it take to send your system in for hardware upgrade/replacement and get it back to your store... and what's to say... it doesn't come back... damaged...

All valid questions.

We use CSM ... we have four systems from them... respectively 7,3,2 and 1 year old... all work flawlessly for us. We do regular backups... and we do have access to a backup system if one of our machines goes down.

The only problem I have with CSM is there license, which seems hardware based. So if a system goes down (it happened to us a few years ago)... we had to wait until CSM got back to us with the activation code to bring the spare system online.

If you are not tech wise, then I would say pay the fee... assuming you get decent support. If you understand your hardware/software...replacement parts and how to do backups and keep your data safe... then you might not need the support option.

Marek

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Permalink Reply by stephanie crocker on February 19, 2010 at 12:08pm

my pos supplier is asking for $600/year for technical support via their 800 number. I'm simply asking how much other people are paying. Perhaps it is simply a matter of perspective in that it really only amounts to $50/month, but that $600 seems like a big chunk.

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Permalink Reply by Mike Spence on February 19, 2010 at 3:26pm

Hi Stephanie. . . It's my experiance that most POS companies charge between $500 and $1000 a year for an annual support contract. $600 / year is in that ballpark. If they are providing support, online help, backups etc, then it sounds about right.

Mike.

stephanie crocker said:

my pos supplier is asking for $600/year for technical support via their 800 number. I'm simply asking how much other people are paying. Perhaps it is simply a matter of perspective in that it really only amounts to $50/month, but that $600 seems like a big chunk.

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Permalink Reply by Marek on February 19, 2010 at 4:06pm

Agreed $600-$800 is indeed the going rate.

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Permalink Reply by stephanie crocker on February 19, 2010 at 4:09pm

thanks. I thought so, and I suppose it seems reasonable...given that they are in business too.

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Permalink Reply by Mike Spence on February 19, 2010 at 4:11pm

Stephanie - you have no idea how much I appreciate this comment :)

". . .and I suppose it seems reasonable...given that they are in business too"

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Permalink Reply by Brendan on March 28, 2011 at 10:21am

Do not buy selbysoft! They want to charge 2500 for a license renewal on 2 year old system. It is out of support contract. Plus very unhelpful on phone. Who is paying who?

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Permalink Reply by Mike Spence on March 28, 2011 at 10:29am

Brendan - I understand you are frustrated.  The case as I understand it is that you purchased equipment and software from a store that has been out of a support contract since 8/2008 and, according to our records, closed since sometime in 2009.  Brendan, we are always careful to advise checking with us before ever buying used equipment from an owner. 

 

As to unhelpful?  Call me and let's talk.  I know that you spoke to Kola here briefly today and it sounded as if anything was "too much" for a contract. I'm more than happy to talk to you about what can be done. 

 

800-454-4434 and ask for me if you want to talk more.

 

 

Brendan said:

Do not buy selbysoft! They want to charge 2500 for a license renewal on 2 year old system. It is out of support contract. Plus very unhelpful on phone. Who is paying who?

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