Support and Service

Supporting Your Business IS Our Business
At POS Innovation; we like to develop our relationships with our clients through our support team. We understand that it is people who make the difference, which is why we continue to offer constant support for you and your company throughout our relationship with you.
Our friendly and dedicated support team are on hand to answer any questions you may have about Digital Dining. But it doesn't end there. Our support team is trained to help you with almost all your computer related issues.

Support Hours
Standard hours are from 9:00AM – 5:00pm Monday to Friday (Eastern Standard Time). POS innovation also provides after hours and emergency support. When you need support, we are here to help. 24 hours a day. 365 days a year.

Support Plans
We offer several plans that suit the needs of any restaurant. Our plans range from simple phone support Monday thru Friday 9:00 AM to 5:00 PM to our most popular platinum plan, which will give you an additional year warranty on all new equipment purchased through POS Innovation, free yearly preventative maintenance, and in the event of a computer crashing, loaner equipment is provided free of charge. If you do choose not to have a support plan, we charge competitive rates for help desk and service call issues.  To obtain information and pricing please call 215-340-7550 ext 105 or email us at information@posinnovation.net  phone support

Contacting Support
You may fill out the contact form below and our support team will contact you. We answer all emails and support requests by the next business day. To request for support services (non emergency only), please click here: Support Request Form

Feel free to call us at
PA Office
215-340-7550 option number 3 during business hours or option 1 after hours
Email: Support@ posinnovation.net

Ohio Office
330-823-3111 option number 3 during business hours or option 1 after hours
Email:support.ohio@posinnovation.net

Remote Support: Why An IP Connection or Modem Support is Essential!
Remote support is becoming more and more essential as technology improves. All of us at POS Innovation have computers with an internet connection in our homes so that when we are on call we can connect into your site and resolve your problem as quickly and inexpensively as possible. If IP is not available at your location then in most cases we are also able to remote into your site through a phone connection (if your problem can be resolved over remote connection, your cost for support will be for a phone call instead of paying for travel time & on-site labor. This can save you a lot of money if you are not on one of our support plans!) If you do not have an internet connection or a modem, you really need to get one. If your modem is not functioning, you need to get it fixed or replaced. The ideal setup for modem support is a dedicated phone line for the modem instead of sharing the fax and/or credit card line. If we are trying to call into your computer and someone is sending you a fax, we can not connect until that fax is completed. (This could waste valuable time, since the problem is usually urgent.) If your modem shares a line with your credit cards, you will not be able to get approval on your credit cards or we may not be able to troubleshoot credit card issues as long as we are on line with your computer (some support calls can take as long as 30 minutes - that’s a long time to not be able to verify your credit cards). Many of our clients with dial in modems have gone to a dedicated modem line and it has made remote access a whole lot easier, not only for support but for their own off-site access as well.
If you are not sure if we can remote into your restaurant, call our office and we will schedule a time to test it.

Before You Call:
We at POS Innovation strive to offer you the best support possible, 24 hours a day, 7 days a week. We are here to help you after hours with your emergencies, but what constitutes an emergency needs to be defined so that we can ensure that when you are faced with a true emergency after hours, we can get back to you immediately instead of 30 to 45 minutes later because we are dealing with a non-emergency call. Remember that calls are answered in the order that they are received!
Please keep in mind that when you do page us with an emergency, we drop everything to return your call and we will need you to do the same. Be prepared to spend anywhere from 5 to 30 minutes working on the problem (in the back office or at the workstation where the problem is occurring.)

Press 1 for
Emergency Support

An Emergency Is:

Not An Emergency:

toolboxBefore you call after hours, please ask yourself, "Can I work around this problem?"

Scheduling Service:
If you are planning on making any major changes to your system, such as upgrading software or equipment, please call us 30 days in advance. This advance notice will ensure that we will have everything necessary to make the transition as smooth as possible. It will also allow us to dedicate ourselves 100% to your needs at that time. Our goal has always been and always will be to ensure that you get the best service and support possible.

Backing Up Your Data
Every site should back up their data folder on a weekly if not daily basis. Failure to make sure you have a current backup of your data could result in your site being down for a long period of time or for your entire system needing to be reprogrammed. Where as on newer sites we have installed a backup program that copies the data to each POS terminal, older sites rely on CD-RW, Zip drives or may simple not be backing up at all.

How Often Should I Back Up My Machine?
The answer to this question really depends upon how much data you are willing to lose. Keep the following in mind:

What Files Should I Back Up?
We recommend that the full data folder be backed up. The data folder is usually located at c:ddwin/data on the file server. On servers and multi-drive back office computers, the “C:” drive may be another letter such as D: or E:. If you use your “back office” for other programs, we also recommend that you backup anything that cannot be easily restored if you were to lose the contents of your hard drive.