DRS Software Support Options

Sept 27 10:12am EST — Our help desk host Kayako is experiencing intermittent problems with their NA servers. If you are unable to click through to our help desk (link above) please select sales chat in upper right of this page and ask to be transferred to a support operator or email support @ digitalretailer.com for assistance. 

Click Help Desk in menu above to visit DRS Help Desk. Support and updates are included with licensed DRS add-ins or 30 day trials. Technical support for Microsoft RMS is also available via live chat, remote logon, or email/ticket on a pay-per-incident basis (PPI). We also offer unlimited weekday support plans starting from $69/month. A DIY plan with 24/7 access to our self-service knowledge base is just $299/yr. Data conversions are available at $125/hr. Contact us for more information.

If Help Desk link above isn’t working (“site unavailable“) please email support@digitalretailer.com and describe your issue.
A support rep will reply with remote logon instructions (if required). Help desk host status: Kayako OnDemand

Enrollment is not required before we can assist you. However, we recommend you do enroll for continuing service.
To enroll, download our Support Authorization Form, and return completed agreement with credit card information. If you elect PPI (pay per incident), you’ll also need to purchase an e-ticket or live chat session when requesting support.

Standard support is available from 9am-6pm on weekdays, with after-hours and weekend emergency support at PPI rates for subscribers on a software maintenance plan. Operating hours are based upon your local time zone. Our service area includes all 50 states and Canada. Our Self Service Knoweldgebase is available to monthly plan subscribers or DRS add-in suite users with an Annual Maintenance Plan (AMP). Speedy remote logon assistance can be accessed from DRS Help Desk.

Registered clients can request support by chat, logon session, email, callback, or by submitting a ticket request on our help desk page. PPI (pay per  incident) subscribers must purchase a base session to begin their incident.

Support Notes: First year updates and upgrades to Microsoft RMS software are included when you purchase a Microsoft Business Ready Advantage Plan (BRAP). Our expert after-the-sale support services ensure you’ll get the most value out of your system year after year.

Your BRAP with Microsoft also provides you with 24/7 access to Microsoft’s customer support site (CustomerSource), along with self-guided online training tutorials, a managed user forum, suggestions board, 6 support incidents per year, and more. At our own DRS Help Desk, clients can find useful links, tips, shortcuts and suggestions, plus download documents, utilities, and drivers.

General support questions for any of our point-of-sale solutions may be directed to support@digitalretailer.com.
Please include your name, store name, and POS version when requesting email support.