BTS Support Technicians are ready to assist you with all your support needs. Each case is identified with a case number which is used to access details on the incident, monitor resolution and maintain a record of the incident. BTS maintains a complete history of all support calls in an efforts to properly diagnose problems and provide solutions to a global audience.
In order to ensure the highest quality and customer service, BTS utilizes a call center which operates 24 hours a day, 7 days a week. All calls are answered by a live technician, and all queries will be addressed immediately.
To contact a BTS support technician, please call (800) 241-6808, selection 1, and your call will be routed instantly. Your call is important to us!
BTS provides three levels of software support for our BPOS and VSS Customers. The three levels of support are:
Silver Level
The silver level provides unlimited software support during the hours of 8:00 am and 5:00 pm PST, Monday through Friday (excluding Federal holidays).
Gold Level
The gold level provides unlimited software support during the hours of 8:00 am and 5:00 pm PST, Monday through Friday (excluding Federal holidays). In addition, this level provides discounted rates for after-hour, weekend and holiday support for mission critical issues.
Platinum Level
The platinum level provides for unlimited software support during the hours of 8:00 am and 5:00 pm PST, Monday through Friday (excluding Federal holidays). This level provides 24 hour software support for mission critical issues at no additional charge.
In order to ensure quality, customer service, and prompt attention to all service calls, BTS utilizes a call center which operates 24-hours per day, 7 days per week. All calls are answered by a live operator.
Mission Critical
Mission critical is defined as software issues which affect the establishment’s ability to conduct regular business transactions with its customers. Examples would include:
- Orders not processing correctly
- Tax not calculating properly
- New employee set-up problems that are preventing login
- Camera off line (VSS)
- Alerts not working (VSS)
Examples of issues notconsidered mission critical:
- Menu set-up
- Pricing changes
- Moving items between categories
- Employee changes
- Connecting of new cameras (VSS)
- Setting up new alerts (VSS)
Support will be provided for such issues during normal business hours. However, there will be time specifications per case, per incident.