Customer Support

Get the answers and expert support you need quick and easy!

One Step Retail Solutions offers unparalleled support with our US-based certified Product Support Specialists to respond to your needs effectively and swiftly, making us one of the largest help desks of any POS software reseller.

Our fully dedicated Product Support Specialists have 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.

How to Get Support:

For Existing One Step Customers

If you’re already a customer of One Step Retail Solutions, getting help is as easy as dialing a number or sending us an email.

For customer support during normal business hours, please call (800) 266-4915 or email us at support@onestepretail.com.


Are you a One Step Teamwork Retail Customer? You can also contact our support team by emailing twsupport@onestepretail.com during normal business hours.


If you need to view a ticket, view open projects, pay your invoice, or manage your payment settings, visit our Client Community Page where you can find quick access to our One Step Self Service Web Portals.

Visit Client Community Page

Support Hours Information for Existing Customers

Premium Customer Support Hours:

Monday – Friday:  6am to 9pm MST
Saturday – Sunday:  7am to 6pm MST
Excluding Observed Holidays*

Learn More

Please Note: During non-business hours (anything outside 8am-5pm MST M-F), you will get a voicemail and be prompted to leave a message on the Premium Customer Support line. Our technicians monitor this voicemail, so please leave your name, phone number, company name, and problem and a technician will return your call shortly.

Flex5 Customer Support Hours:

Monday – Friday:  8am to 5pm MST
Excluding Observed Holidays*
 
If you are on a Flex5 Support plan and need support outside of normal business hours or on the weekend, One Step provides support through our Emergency | Pay-Per-Incident Plan. View Pay-Per-Incident Plan Here

Learn More

Please Note: During non-business hours (anything outside 8am-5pm MST M-F), you will get a voicemail and be prompted to leave a message. Our technicians monitor this voicemail, so please leave your name, phone number, company name, and problem and a technician will return your call during normal business hours.


*Observed Holiday Closures:  Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas, and New Year’s Day. If the observed holiday falls on a Saturday, it normally will be observed on the preceding Friday; if it falls on a Sunday, then it normally will be observed on the following Monday.

Not A Customer But Need Assistance?

We can help!

One Step Retail Solutions provides an Emergency | Pay-Per-Incident Support Service that anyone can use whether they’re a current customer or not.

Getting help is easy, just follow these steps:

  • First, click on the following link One Step Store and purchase our Support Single Incident service.
  • Then, call the support number at (800) 266-4915 and get rapid assistance with whatever problem you may need help with.

Emergency | Pay-Per-Incident Customer Support Hours:

Monday – Friday:  6am to 9pm MST
Saturday – Sunday:  7am to 6pm MST
Excluding Observed Holidays* (See Annotation Above)

Learn More

Please Note: During non-business hours (anything outside 8am-5pm MST M-F), you will get a voicemail and be prompted to leave a message. Our technicians monitor this voicemail, so please leave your name, phone number, company name, and problem and a technician will return your call during normal business hours.


*Observed Holiday Closures:  Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas, and New Year’s Day. If the observed holiday falls on a Saturday, it normally will be observed on the preceding Friday; if it falls on a Sunday, then it normally will be observed on the following Monday.

Support Plan Options:

One Step offers support options to fit any need, from comprehensive support to our Flex5 Support to Emergency | Pay-Per-Incident Support. Our support provides remote access connectivity to support you anywhere, anytime.


Premium Customer Support Plan

  • Unlimited support via telephone, internet and email, 7 days per week, excluding US National holidays
  • Unlimited off-line research time
  • Unlimited access to our Knowledge Base portal, where you can find answers to problems, procedures, and how-to questions simply by searching. One just needs to go to the portal and register. One Step 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

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Flex5 Customer Support Plan

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
  • Off-line research time
  • Hardware support on existing computers included but not on new or replaced equipment
  • Unlimited access to our Knowledge Base portal, where you can find answers to problems, procedures, and how-to questions simply by searching. One just needs to go to the portal and register. One Step 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.

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Emergency | Pay-Per-Incident Customer Support Plan

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. Pay-Per-Incident Service purchase expires 12 months from the date of invoice.

  • Per incident telephone support 7 days per week
  • 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.

To Get Started on our Emergency | Pay-Per-Incident Customer Support Plan:

  • First, click on the following link One Step Store and purchase our Support Single Incident service.
  • Then, call the support number at (800) 266-4915 and get rapid assistance with whatever problem you may need help with.

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Get Started Today!

Get started on your support plan by contacting your Sales Representative
or give our Sales Team a call at (866)-617-8181.

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