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Emergency After Hours Support
for Silver and Diamond Support Plans

Regular support hours are Monday - Friday, from 8am to 5pm, Pacific Standard Time (PST).

Emergency, after hours support is available:

• Monday-Friday: 6am to 8am and 5pm-9pm PST.
• Saturday: 8am - 5pm PST.
• Support is not available on Sundays and Holidays.

An emergency is defined as not being able to process POS transactions through TRS. Emergency support is only available for users with Silver or Diamond support plans.

Should you have an emergency situation, we will strive to call you back within ½ an hour of your request. However, a technician may not always be available for after hours support and there is a chance that you may not receive a call back. If the situation does not meet the emergency standards definition (you cannot process POS transactions in TRS), the technician will return your call on the next business day.

If you require emergency support please send an email to emergency@jmmsoftware.com. In your email, include the following information, in the following order (this is important):

1) Callback phone number
2) Your name
3) Business name
4) A brief description of your issue

Your email will be sent via text message to our technicians. If an emergency support technician is available, he will call you back within 30 minutes.