<<< DRS Help Desk operates in standby mode (on-call basis). Live chat availability (button on right sidebar) depends on your time zone and queue status. If your chat request times out please follow the instructions to Submit a Ticket and wait for a reply by email. Response times will vary from less than 15 minutes to next business day depending on your SLA and whether your request is received during our regular business hours.
<<< CHROMIUM USERS: If chat form appears blank maximize window to view operator replies. For after-hours emergency support follow the two-step instructions below.
Welcome to DRS Help Desk (new user instructions below)
Your one-stop resource center for Microsoft Dynamics RMS (Retail Management System), DRS Add-ins for RMS, POS 2009, and QuickSell 2000. DRS offers support by online chat, remote logon connection, email (submit a ticket), and our 24/7 self-service knowledgebase (KB). Registration is free and initial consultation is no charge (up to 30 minutes). Try us!
Microsoft RMS users: We offer annual support plans starting as low as $395 for first year then 50% in subsequent years. Plan includes license for all DRS add-ins for the general market, plus suggested RMS updates, plus unlimited support for RMS/DRS on weekdays, 9am-6pm your local time (US/CA). After-hours support is available by e-ticket or emergency support at PPI (pay per incident) rates. Plan includes 24/7 access to our knowledgebase and self-service center. For details select live chat or submit a ticket.
Step 1: Register to gain access to our knowledgebase tips, FAQs, how-to articles, downloads, and more.
Step 2: View our news-blog to stay current on latest releases, updates, and announcements.
Step 3: Login to view our self-service knowledgebase and locate the answers and downloads you need.
Step 4: Can’t find what you are looking for? Click live chat image or Submit a Ticket in top menu.
Not a DRS client? Try us! Initial consultation is free (up to 30 minutes). Start a chat or submit a ticket.
To purchase a Pay Per Incident (PPI) support session CLICK HERE. Service includes live chat with remote logon session plus email/ticket follow-up (if required).
Live Chat Support is available 9am-6pm on weekdays (excluding holidays), your local time in USA & Canada. RMS software maintenance plan subscribers are eligible for second tier and after-hours emergency support from Microsoft Dynamics (login to CustomerSource and select Support).
For AFTER-HOURS EMERGENCY SUPPORT make sure to STEP 1 CLICK HERE to purchase the support session and STEP 2 CLICK HERE to Submit a Ticket. Also try our 24/7 Troubleshooter above for DIY steps that may resolve the issue while waiting for assistance.
Live Chat processing is based upon your local time zone in US/CA. Our system tracks IP address and company name to determine time zone eligibility. Requests placed before or after hours are not processed unless you submit a ticket (email support). Email response is same day to 48 hours depending on your SLA (service level agreement).
Rapid-Response - Normal response time for chat support is less than 2 minutes. If the queue is full during normal hours, please try again later or submit a ticket for email support. Email response is same day for monthly support plan subscribers during regular weekday hours. Otherwise please allow 24-48 hours for ticket replies.
Cut-off times - Please note we do not offer system upgrades or installs after 4pm weekdays. Also, please don't contact us Friday afternoon to install/upgrade/migrate a new or replacement PC that is not an emergency. ;-)
No need to enroll for support services
Registration is free and your initial consultation is no charge (up to 30 minutes). Try us!
To optionally enroll in an enhanced monthly/annual support plan for both hardware and software, download, fill out, and return our Support Authorization Form. An agreement with credit card authorization is only required to activate an enhanced monthly/annual plan. Pay-per-incident support is available to all visitors (live chat or e-ticket). Terms and conditions for DRS Support services are detailed in our support agreement.