Services Overview

Support Options

Training & Installation

Custom Programming

Retail Diagnostic

Retail Backup

We respond quickly and come running to help you when you need us.

Fast, responsive, knowledgeable support – get the answers and expert support you need – quickly!

One Step Retail Solutions offers unparalleled support with 20+ certified Product Support Specialists to respond to your needs effectively and swiftly, making us the largest help desk of any POS software reseller in the world.

Our fully dedicated Product Support Specialists have literally years of experience with retailers and our POS systems. They are, by far, the most professional, best trained and most experienced help you can get anywhere.

We have also created a Knowledge Base that is the largest Retail Pro resource in the world and available only to our clients.

Support Options

One Step offers support options to fit any need, from comprehensive support to our new Flex5 Support to emergency, per incident support. Our support provides remote access connectivity to support you anywhere, anytime.

Flex5 Support

Flex5 Support is our support product for clients that want access to our support team with the flexibility of utilizing them in a much broader way. This is a one year contract from date of invoice and expires one of two ways: 1) one year from date of invoice or 2) the hours are exhausted.

The Flex5 contract includes:

• Technical support limited by the number of purchased and available hours.
• Support via telephone, Internet and Email, 5 days per week, excluding U.S. National holidays.
  • Tier I hours: Monday – Friday, 8 a.m. to 5 p.m. MST
  • Tier II and III hours: Monday – Friday, 8 a.m. to 5 p.m. MST. Complex support situations may need to be scheduled.
• Off-line research time.
• Hardware support on existing computers included but not on new or replaced equipment.
• Unlimited access to Knowledge Base.
• Unlimited access to our downloads area along with assistance to locate and download files.
• Support on currently supported Windows operating systems with regards to POS Product specific functionality.
• Basic support for Retail Pro DVS, Accounting Link and ECI
• Basic training subject to resource availability, but doesn't include full check-sheet training.

Clients on a Flex5 Support Contract must be on a current version of their POS software that is not more than one version behind the generally released version, per the manufacturer and must buy a minimum of 2 hours per seat.

Premium Support

• Unlimited support via telephone, Internet and Email, 7 days per week, excluding US National holidays:
  • Tier 1 hours: M-F 6 AM to 9 PM & S/S 7 AM to 6 PM MST is provided via “on call” dispatch
  • Tier 2 hours: M-F 8 AM to 5 PM MST. Complex support situations may need to be scheduled.
• Unlimited off-line research time
• Unlimited access to Knowledge Base
• Unlimited access to our downloads area
• Unlimited simple single response email support
• Unlimited support on Windows XP and Windows 7 operating systems with regards to POS product specific functionality
• Includes support for Retail Pro DVS, Accounting Link and ECI
• Includes up to 5 minutes training per day during a support call
• Highest priority in the support queue for call-backs from top-tier technicians

Emergency Support

This is a pay-per-incident service available to existing OSRS clients or non-OSRS clients. It is a flat-rate for single incidents of any duration. An incident consists of a problem solved, no matter how long it takes. Per-incident purchase expires 12 months from date of invoice.

• Per incident telephone support 7 days per week:
  • M-F: 6:00 AM to 9:00 PM and S/S: 7:00 AM to 6:00 PM MST is provided via “on call” dispatch.
• Incidents must be purchased using credit card via OSRS' online payment system. Credit card information will NOT be gathered or processed by the Product Support Specialist.
• Delivered on a call back basis only.
• Delivered on a per incident basis. Best efforts to respond in 1 to 2 hours

Contact our sales consultant to discuss the best option for your business needs.