Customer support agent wearing a headset assisting a client by phone

Managed Software Support

Round-the-clock expert support to keep your POS software running smoothly, updated, and optimized.

Call 757-495-4995
IT support specialist monitoring systems on multiple screens
Always On

Support When You Need It, Day or Night

Your business does not stop at 5 PM, and neither does our support. Our team of Counterpoint experts is available 24/7 to resolve issues, answer questions, and keep your operations running smoothly. Every call reaches a real specialist who knows your system.

Beyond reactive support, we proactively monitor your systems to identify potential issues before they impact your business. Software updates, security patches, and performance optimizations are applied on schedule to keep everything current.

  • 24/7 telephone and online helpdesk
  • Remote desktop assistance and diagnostics
  • Software updates, patches, and version upgrades
  • Bug fixes and performance optimization
  • Proactive system health monitoring

Reactive Support

When something goes wrong, you need answers fast. Our support team is staffed by certified Counterpoint specialists who can diagnose and resolve issues quickly. Whether it is a transaction error, a report that is not generating correctly, or a system freeze, we handle it.

You can reach us by phone, email, or our online support portal. For complex issues, we initiate remote desktop sessions to work directly on your system and resolve the problem in real time. Most issues are resolved on the first call.

Proactive Monitoring

We install lightweight monitoring agents on your POS servers and workstations that continuously track system health, disk space, memory usage, and application performance. When an anomaly is detected, our team is automatically notified and can often resolve the issue before you even notice it.

Regular health checks, automated alerts, and performance reports give you complete visibility into the state of your system. All monitoring data is encrypted and transmitted securely.

Updates & Upgrades

All of the system's software updates, patches, and service packs are included as part of your managed support agreement. We schedule updates during off-peak hours to avoid disrupting your business and test them in a controlled environment first.

When major version upgrades become available, we manage the entire upgrade process — from planning and testing to deployment and post-upgrade verification. Your system always runs the latest, most secure version of the software.

Need Software Support?

Get 24/7 expert support for your POS software. Our team keeps your system running so you can focus on your customers.

FAQ

Software Support Questions

During business hours, most calls are answered within minutes by a live Counterpoint specialist — not a call center. After hours and on weekends, our on-call team responds promptly to critical issues that affect your ability to process transactions. Non-urgent requests submitted through the portal are typically addressed within one business day.
We install lightweight monitoring agents on your POS servers and workstations that continuously track system health, disk space, memory usage, and application performance. When an anomaly is detected, our team is automatically notified and can often resolve the issue before you even notice it. All monitoring data is encrypted and transmitted securely.
Yes, all of the system's software updates, patches, and service packs are included as part of your managed support agreement. We schedule updates during off-peak hours to avoid disrupting your business and test them in a controlled environment first. This ensures your system always runs the latest, most secure version of the software.
You can reach our support team by phone at 757-495-4995, by email at support@amsretail.com, or through our online support portal where you can submit and track tickets. For urgent issues, we recommend calling directly so a specialist can begin working on your case immediately. Remote desktop sessions can also be initiated to troubleshoot complex problems in real time.
Absolutely. We support businesses with anywhere from a single store to dozens of locations across multiple states. Our centralized monitoring tools give us visibility into every location simultaneously, so we can detect and resolve issues at any site from our support center. Each location is configured individually but managed as part of your unified support plan.

Never Worry About Downtime Again

Our 24/7 support team keeps your POS system running so you can focus on your customers. Get expert software support that scales with your business.

  • 24/7 live specialist support
  • Software updates and upgrades
  • Proactive monitoring and optimization