Frequently Asked Questions
Q: What is covered by the free TAM support?
A: Questions and issues related directly to TAM software. Examples include: Program use and instructions, questions about TAM features and options, hardware components or peripherals that can be used with TAM, configuration requirements for such components, upgrade questions and reporting of any suspected TAM software problems.
Q: What is covered by the free TAM support 'after-hours'?
A: After-hours support is limited to TAM emergency issues such as upgrade failure, cash register software failure, or software failure during a physical inventory. Other questions and issues including system reconfigurations are not covered by free TAM support. After-hours system reconfigurations can be scheduled in advance by calling the TAM Help Desk at 866.HELPTAM (866.435.7826). Non-emergency calls to the Emergency Phone Line will be billed at the after-hours consulting rate of $225 per hour with a minimum incident fee of $175.
Q: How do I qualify for free TAM support?
A: You must be running the current version of TAM and we must have access to the system via GoToMeeting, Zoom or any other TAM Retail approved remote access method to allow our representatives the option of on-line support.
Q: What is the current version of TAM?
A: Version 12.
Q: What will I be charged if I need assistance and I am not on the current version of TAM?
A: Version 10 is no longer supported except to help upgrade to the current version for a fee of $275 plus the cost of the new version. Prepayment via credit card is required. Version 11 support is expected to expire in June 2021.
Q: How can I get a newer version of TAM?
A: There are two ways for existing TAM customers to buy a new version of TAM. We offer an annual subscription program whereby you pay 17% of the current retail price of the TAM options you have licensed. This is a limited time offer of which you are notified before your warranty/subscription expires. The other option is to purchase the new version at 50% of the current retail price.
Q: Will having third-party hardware or network specialist maintain my system void my TAM warranty or support?
A: No, in fact, we encourage you to maintain on-site support for your major hardware components and networking issues, as this is usually the most economical way to maintain a system. Since systems are often more than TAM software (hardware, networking, word processing, email, and Internet access) we have no problem supporting TAM while you have a local vendor support the rest of your system.
Q: Can the TAM Help Desk assist me with a non-covered issue and what is the cost?
A: Yes, there are many things beyond the TAM software that our Help Desk has experience with. Our first priority is supporting TAM issues, but there are times where the TAM Help Desk may be able to assist you more economically than another vendor. Please view the billable services for a detailed description of service and cost. Incident fees must be paid via a credit card in advance.
Q: What if I am not around, how can my employees pay for an incident fee?
A:There are two options: you may keep a credit card on file with us and specify who is authorized to charge to that card or you can purchase 'prepaid incidents'.
Q: What is a prepaid incident fee and why should I buy them?
A: A prepaid incident fee is a way to purchase incidents in advance so that in the event you need support for a non-covered issue, you (or your employee) will not have to present a credit card. The other advantage of prepaying incident fees is that it locks in the cost of the fee should it ever go up.