Technical Support Services

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Before choosing a software system your business will rely on, find out how you will be treated when you need help! At SBS, we actually answer the phone when it rings! Over 99% of callers speak immediately with a live Technical Support Specialist who knows the Keystroke POS software system! Not with a receptionist and not to a recording on a message machine. 98% of all Keystroke issues are closed on the same day. Most are resolved within 5 minutes!

SBS understands that when you need help, you need it right away! Who has time to wait 4 to 8 hours for a callback as promised by many other software companies? SBS does not use support scripts.  Our customer service personnel know the Keystroke POS program inside and out, and can help you with your unique problems.

A subscription to a Keystroke Software Maintenance Service Plan can cost as little as about $1 per day - much less than other software companies, and we provide a toll-free number! Software updates are included with all Keystroke Software Maintenance Service Plans. Other software companies charge extra for software updates.

Test Us. Don't just take our word for it! Pick up the phone and call us. (800)275-4727. We are confident you'll find Keystroke Technical Support Services are clearly a step above all others.

We are not just making this stuff up!  The above statistics are real. These numbers are the result of analyzing more than 69,000 calls over a one year period. SBS employees have been with the company an average of over 5 years! They live and breathe Keystroke POS, and that enables us to run at this efficiency level.

Keystroke Superior Technical Support Services

Your local Authorized Keystroke POS Dealer is the best source for personalized training and technical support services for the Keystroke POS system. SBS offers a variety of Software Maintenance Service Plans to provide your business with access to software updates and telephone assistance for when your dealer representative is not immediately available.

Businesses running Keystroke POS can always expect a knowledgeable and helpful Support Technician to answer the phone when calling SBS during business hours.  And, that technician can usually provide the required assistance immediately.  If it is ever necessary to leave a message for a call back, that call back can be expected within minutes, not hours.

SBS offers Technical Support Services in two basic formats for Keystroke POS software: Software Maintenance Service and Extended Support Options. The best value is clearly the Software Maintenance Service.

Software Maintenance Service

(800)ASK-4SBS or (800)275-4727

Software Maintenance Service is free to all new Keystroke users for the first 90 days after installation. Thereafter, users may subscribe to one of the Software Maintenance Service Plans.

Software Maintenance Service (SMS) includes telephone assistance via a toll-free number.  SMS also includes program updates (both major releases and minor enhancements). Program updates are available only through the SMS and are not sold separately. Priority technical assistance via telephone assistance is available from 7:00am to 5:00pm Pacific Standard Time (Monday through Friday, except holidays).

Users who maintain uninterrupted Software Maintenance Service by renewing before the expiration date each year are awarded a $100-$200 discount off the normal List Price.  Most Keystroke users realize the value and do pay for these services year after year.

Annual Rates for Software Maintenance Plans and Extended Support Options

Updates Plus Plan:
Includes software updates and 3 support cases/issues per year.
This plan is recommended for customers primarily interested in software updates only. The Updates Plus Plan may also interest savvy Keystroke customers who are capable of resolving most issues with the assistance of an employee or an Authorized Keystroke Dealer.

List Price	Renewal Price *
$495.00	$395.00

(Note: Updates Plus Plan pricing structure is consistent with previous Software Maintenance Services.)

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Silver Support Plan:
Includes software updates and 12 support cases/issues per year.
This plan is recommended for customers who are relatively familiar with Keystroke and wish to have a secondary source of assistance when their Authorized Keystroke Dealer is not available. Remote Access Support service is available with this plan at $4/minute, $48 minimum.

List Price	Renewal Price *
$695.00	$595.00

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Gold Support Plan:
Includes software updates and an unlimited number of support cases/issues per year.
This plan is recommended for customers who place heavy demands on the Keystroke system and want the ultimate in technical support services. Remote Access Support service is available with this plan at $4/minute, $48 minimum.

List Price	Renewal Price *
$995.00	$895.00

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Centralized Support and Updates:
This option is primarily for businesses operating Keystroke in similar or near identical businesses in multiple locations which employ a full-time IT person who is very knowledgeable with the Keystroke system and available to assist other employees with most day to day issues. Support calls for all locations must be handled by the designated Point Of Contact person** and software updates are sent to the primary location ($100 fee to change the Point Of Contact person mid year). The total number of support cases/issues available to the Point Of Contact for the entire group is determined by the plan purchased for the primary location as shown below. Renewal discounts are available on all plans, and on Additional Site fees.

System	List Price	Renewal Price *
Updates Plus	$495.00	3 support cases/year, $100 renewal discount
Silver Support	$695.00	12 support cases/year, $100 renewal discount
Gold Support	$995.00	Unlimited support cases, $100 renewal discount
Gold MultiStore	$1995.00	Also covers most MultiStore related issues excluding initial setup, $500 renewal discount
Per Additional Site	$350.00	$100 renewal discount

* Renewal Prices are applicable only when maintaining uninterrupted Software Maintenance Service.  Payment must be postmarked or received by SBS prior to the expiration date of your Software Maintenance Service. Special rates available for multiple stores with a single point of contact.  Please call your local Authorized Keystroke Dealer or SBS for details.
** Must designate a single contact person for all locations and identify each site by location and Serial Number. There is a $100 fee to change the contact person.

To subscribe to a Software Maintenance Service Plan:

Call your local Authorized Keystroke Dealer to place your order, OR

Call (800)275-4727 to order with your credit card, OR

Send the appropriate payment amount to: Specialized Business Solutions PO Box 2019 Dillon, CO 80435-2019

If you have any questions (such as your Software Maintenance Service expiration date or amount to pay) please call SBS at (800)275-4727.  To ensure that your payment is applied to the proper account, please write your Keystroke Serial Number in the lower left corner of your check, and if you have not already done so, include your completed Product Registration form.

Due to the diverse potential uses and integration issues of the custom Utility Programs (available only with the User Bundle), technical support for these programs is not a part of our standard Software Maintenance Services.  Support assistance for these programs is available at a rate of $150 per hour.

Extended Support Options

Pay-Per Call Support (800)275-4727
Pay-Per Call Support is available to all customers during the hours of 7:00am to 5:00pm Pacific Standard Time (Monday through Friday, except holidays). This service is intended for customers who are not currently subscribed to a Software Maintenance Service Plan, and for customers with prepaid support plans who require training services or technical support exceeding the parameters of prepaid service plans. Typical Pay Per Call Support cases may include:
- Additional support cases exceeding the allotment of a prepaid plan
- Technical support for non-Keystroke issues (see Technical Support Limitations below)
- Training by telephone

$60 Minimum for initial 24 minutes, plus $15 per 6 minute increment thereafter ($150 per hour).

Remote Access Support (800)275-4727
Remote Access Support service will be available only to customers on Silver or Gold Support Plans. This new service offers the convenience of an experienced Keystroke support technician connecting to the customer’s system using Microsoft Remote Desktop or another similar technology to troubleshoot, perform system maintenance, or provide training. Due to various limitations such as system requirements, this service may not be available to all customers or at all times. Availability of this service is also subject to change.

$96 Minimum for initial 24 minutes, plus $24 per 6 minute increment thereafter ($240 per hour).
(Time used to establish remote connection is billable.)

More Technical Support Information