Our primary goal at PJM Business Systems is to provide our customers the support they need and deserve.Our contact phone numbers are:
MAIN SUPPORT LINE
Cortland Office (607) 428-0500
Peter Masse
Cell Phone (607) 423-1723
pjmasse@pjmbusiness.com
If you need help, please call the office first. We are making it a point of having one of us either in the office or monitoring the office phone line and our goal is to get back to you within an hour if you have a problem.
Of course if your system is down (can’t process sales transactions) and no one is in the office, do not hesitate calling a cell phone number – that’s what we are here for.
TELEPHONE SUPPORT POLICY
To help customers determine the appropriate time to call PJM, we have categorized the need for help into three priority levels based on the impact to operations. These are as follows:
| Priority 1 | Critical Impact on Operations |
| Priority 2 | Medium Impact on Operations |
| Priority 3 | Low Impact on Operations |
While it goes without saying that support for all three priority levels is available during normal business hours, after-hours support is only available for Priorities 1 & 2. Furthermore, since Priority 2 items do not have a significant impact on operations and are non-emergency in nature, they will be billed at a higher rate during non-business hours. (See ‘POS Support Matrix’ and ‘Availability & Rate Structure’ chart below for breakout of priority levels and their corresponding fees.)
To further meet our customers’ support requirements, PJM is expanding its service offerings to include two pre-paid support options. Customers can purchase the Premium Plan which assesses support fees according to the number of POS stations owned. Alternatively, customers can pre-pay for support ‘incidents’ at a discounted rate. With either pre-paid plan, customers receive a 20% discount on all supply orders and only pay $95 per hour for remote or on-site training for non-covered support.
If you would like to purchase a pre-paid plan, please call me at (607) 428-0500 or send an email to pjmasse@pjmbusiness.com.
As always, we appreciate your business and remain focused on helping you get the most out of the software and services we provide.
PJM Business Telephone POS Support Matrix
| Priority 1 (Critical) | Priority 2 (Medium) | Priority 2 (Low) |
Critical Operational Impact POS System Down - you cannot process sales. POS Server Down - machine is not in off-line modeand you cannot process sales. POS System Running - but cannot print receipts. |
Medium Operational Impact POS System Running - but you cannot process credit cards. Internet down? POS Server Down - but POS station is running in off-line mode. POS System Running - but cash drawer will not open automatically - but will open with key. |
Low Operational Impact Back Office Manager software is not running. Discount or sale prices not entered properly. Unable to run or validate reports. |
| Effect on Productivity | ||
Productivity Stopped Staff cannot do any work. |
Medium Impact to Productivity Staff cannot perform some of their work. |
Low Impact to Productivity Staff can perform most of their work but some daily tasks are impacted. |
PJM Business Availability and Rate Structure
| Telephone Support Availability Normal Hours 8:00AM to 5:00PM - Mon-Fri EST | ||
| Priority 1 Items | Regular and After Hours support available | Normal Billing Rates apply |
| Priority 2 Items | Regular and After Hours support available | Normal and Enhanced Billing Rates apply |
| Priority 3 Items | Regular Hours support available | |
| Billing Rates | ||
| Rates | Regular Hours | After Hours |
| Priority 1 Items | $105/hr $65 minimum | $105/hr $65 minimum |
| Priority 2 Items | $105/hr $65 minimum | $125/hr $95 minimum |
| Priority 3 Items | $105/hr $65 minimum | |
| Pre-paid Telephone Support Options | ||
| Premium | Covers Priority 1 and 2 Levels Regular and After Hours | $25 POS License Per Month |
| Standard | Covers Level 1 Regular and After Hours | 5 Incidents Pre-paid: $325 |
| * Customers with a pre-paid plan are entitled to a %20 discount on all supply orders and only $95 per hour for remote or on-site training for non-covered support. | ||
Unless agreed upon in advance, PJM support is only available for POS software and related hardware (PC's and peripheral items). If you need help outside the scope of our normal area of support we can direct you to someone equipped to handle your concerns.
If you need supplies or other non-pressing help, please call the office or send an email to pjmasse@pjmbusiness.com.
PJM Tech Tips are available upon request by sending an email to info@pjmbusiness.com. Click this link to obtain a current list of available tech tips.