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Our Technical Support Technical Support is as important as the reservation system itself and is your businesses reservation system insurance policy. Our technicians are available 24 hours a day 365 days a year to help you recover from a reservation system emergency. Having a valid Maintenance Plan at all times, ensures that we will be able to assist you any time an emergency occurs, as well as be able to assist with general Technical Support issues during regular business hours.
International Support Note that international customers require internet access and an email account in order to benefit from our full range of technical support and maintenance offerings as we are unable to return calls originating outside of North America. With every new system, Digital Rez Software will provide 1-2 hours of start up training within the first 30 days of installation via phone and/or webinar in addition to the online tutorials we provide. Beyond that, clients outside the continental USA and Canada must call our regular business line during regular business hours. Please advise the receptionist that you are calling from the outside North America and require assistance from our Technical Support team. You must subscribe to our International Key Maintenance Plan in order to maintain technical support services. Call in to Customer Service on our regular line at 250-836-3555 or via email at info@digitalrez.com for more information concerning the International Key Maintenance Plan. Basic Technical Support Telephone and email access to our Technical Support staff is available only to Maintenance Plan subscribers. Customers who do not have an active Maintenance Plan subscription should use the Technical Support website at http://support.digitalrez.com. If you should require further Technical Support services, please call in to Customer Service at 1-800-811-5988 to subscribe to the Maintenance Plan.
Training Training with a technician is scheduled through Customer Service at 1-800-811-5988. A remote connection into your system through programs such as LogMeIn.com, Remote Desktop, pcAnywhere, etc. is greatly recommended as this enables us to provide hands on training within your own system.
Having a remote connection available on each of your reservation computers also enables our Technical Support staff to connect to your computer and quickly research and resolve issues for you. This is a great benefit to all parties involved as the amount of time required to research and resolve the issue is greatly reduced. Meaning your issues will be resolved quicker and technicians will be made available to the next issue sooner.
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Maintenance Plan Packages
The Technical Support Maintenance Plan offered by Digital Rez Software entitles you to direct toll free access to our technicians during regular business hours (7:00 am to 5:00 pm PST, Monday to Friday) and Emergency after hours support if you have a problem with a supported product that prevents you from conducting business. Call center staff answer your emergency calls and provide the details of your emergency to the on call technician, who then contacts you directly.
The Maintenance Plan also entitles you to all Updates and Upgrades at no extra cost and gets you 20% off standard Add-Ins.
Annual Maintenance Plan Subscription Prices
- Gold Key: 1-2 computers $594.00
- Gold Key Network: 3-4 computers $774.00
- Platinum Key: 5 computers $1122.00
- 5+ computers and SQL installs must contact Customer Service at 1-800-811-5988 or by email at info@digitalrez.com.
Three year plans are now available at reduced rates.
Gold Key is designed for customers running 1 or 2 computers. Gold Key Network services customers running 3 or 4 computer. Platinum Key is for networks of 5 or more computers or for customers taking advantage of running a full SQL database platform. Note that Platinum Key is mandatory for all full SQL customers. When considering the level of Maintenance Plan that your business requires, please keep in mind that all stations with the reservation software installed, count towards your Maintenance Plan. This includes seasonal computers, training computers, servers, laptops, etc.
Call our Sales Department to order Gold Key Tech Support today: Continuing Support Options for Clients outside North America In addition to our Internet based support services available at http://support.digitalrez.com, we also offer enhanced subscription based personal support for clients outside North America. The International Key subscription support service uses
our subscription email address with a 3 hour response objective, or our toll line to connect to our Canadian development and support facility. Support is available Monday to Friday, between 7 a.m. and 5 p.m. PST. For pricing contact the Digital Rez customer service team today at 250-836-3555 or via email at info@digitalrez.com.
Remote Troubleshooting and Technical Support Symantec's pcAnywhere program supports remote troubleshooting and technical support, and allows us to dial directly into your computer to analyze and solve problems at your request. * It also provides a medium for hands on staff training over the phone if you purchase training time, priced at $100 an hour. We recommend that you acquire the latest version of this software for the most effective technical support. Connect to the Symantec website at http://shop.symantec.com for a no cost 30 day trial.
* pcAnywhere support options for International customers may be limited.
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