Digital Rez techical Support

DigitalRez

Tech Support

Digital Rez Private Members Area.

This is the Digital Rez Private members area. To access this section of the website you have to have an up-to-data maintenance plan.

This area has been introduced to provide added quick and efficient support to current clients. Inside the members area you can access

Video Tutorials – dozens of video tutorials to help you train staff members and learn how to maximize our software products.
Software Updates – Access the continual software updates – Digital Rez continually improves our product range. Now, more than any other time it is important to stay up-to-date with your software. PCI compliancy is a huge issue, to stay PCI compliant you need to be on the latest build.
FAQ – A comprehensive library of frequently asked questions
Tips – Software tips, tricks and shortcuts. You will be amazed at many of the things you did not know your system could do. From great reports that make quickbooks and third party account entry a breeze, to the shopping cart and who’s here features.
Learn the top 3 things that will help you manage your business more efficiently.
What are the red flags that are simple to spot and can help you to avoid complications in the future?
How can you make sure you maximize occupancy and revenue?
Webinars - Access the latest weekly webinar recordings. Digital Rez hosts weekly webinars with our members. We answer questions, keep you up-to-date on the latest innovations and showcase new software features.

All this and more can be found in the members area waiting for you. This area will be constantly updated so make sure to return often. Many tech FAQ's will be listed to make it fast and easy to get the answers you need.

Our Technical Support

Technical Support is as important as the reservation system itself and is your business' reservation system insurance policy. Our technicians are available 24 hours a day 365 days a year to help you recover from a reservation system emergency. Having a valid Maintenance Plan at all times, ensures that we will be able to assist you any time an emergency occurs, as well as be able to assist with general Technical Support issues during regular business hours.

International Support

Note that international customers require internet access and an email account in order to benefit from our full range of technical support and maintenance offerings as we are unable to return calls originating outside of North America. With every new system, Digital Rez Software will provide 1-2 hours of start up training within the first 30 days of installation via phone and/or webinar in addition to the online tutorials we provide. Beyond that, clients outside the continental USA and Canada must call our regular business line during regular business hours. Please advise the receptionist that you are calling from outside North America and require assistance from our Technical Support team. You must subscribe to our International Key Maintenance Plan in order to maintain technical support services. Call in to Customer Service on our regular line at 250-836-3555 or via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for more information concerning the International Key Maintenance Plan.

Basic Technical Support

Telephone and email access to our Technical Support staff is available only to Maintenance Plan subscribers. Customers who do not have an active Maintenance Plan subscription should use the private Technical Support website (Login Above). If you should require further Technical Support services, please call in to Customer Service at 1-800-811-5988 to subscribe to the Maintenance Plan.

Annual Maintenance Plan Subscription Prices

North America & International

Gold Key: 1-2 computers $594.00
Gold Key Network: 3-4 computers $774.00
Platinum Key: 5 computers $1122.00
5+ computers and SQL installs must contact Customer Service at 1-800-811-5988 or by email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Australia / New Zealand & Asia Pacific

Gold Key: 1 computers $580.00
Gold Key Network: 2 computers $810.00
Platinum Key: 3 computers $960.00
Platinum Key Network: 4 computers $1110.00
Diamond Key: 5 or more computers $1500.00
5+ computers and SQL installs must contact Customer Service at +61 7 4925 4400 or by email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

• Prices are Australian dollars ex GST.

Three year plans are now available at reduced rates.

Gold Key is designed for customers running 1 or 2 computers. Gold Key Network services customers running 3 or 4 computer. Platinum Key is for networks of 5 or more computers or for customers taking advantage of running a full SQL database platform. Note that Platinum Key is mandatory for all full SQL customers. When considering the level of Maintenance Plan that your business requires, please keep in mind that all stations with the reservation software installed, count towards your Maintenance Plan. This includes seasonal computers, training computers, servers, laptops, etc.

Call our Sales Department to order Gold Key Tech Support today:

North America & International

250-836-3555

Australia / New Zealand & Asia Pacific

+61 7 4925 4400

Continuing Support Options for Clients outside North America

In addition to our Internet based support services available at http://support.digitalrez.com, we also offer enhanced subscription based personal support for clients outside North America. The International Key subscription support service uses our subscription email address with a 3 hour response objective, or our toll line to connect to our Canadian development and support facility. Support is available Monday to Friday, between 7 a.m. and 5 p.m. PST. For pricing contact the Digital Rez customer service team today at 250-836-3555 or via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Australia / New Zealand & Asia Pacific

The Technical Support Maintenance Plan offered by Digital Rez Australia entitles you to direct toll free access to our technicians during regular business hours: 9:00 am to 5:00 pm EST,(Australia) Monday to Friday and Emergency after hours support if you have a problem with a supported product that prevents you from conducting business. Calls are directed to a paging service to answer your emergency calls, please provide the details of your emergency, your property name and a contact number to the paging service or Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Maintenance Plan Packages

The Technical Support Maintenance Plan offered by Digital Rez Software entitles you to direct toll free access to our technicians during regular business hours (7:00 am to 5:00 pm PST, Monday to Friday) and Emergency after hours support if you have a problem with a supported product that prevents you from conducting business.Call center staff answer your emergency calls and provide the details of your emergency to the on call technician, who then contacts you directly.

The Maintenance Plan also entitles you to all Updates and Upgrades at no extra cost and gets you 20% off standard Add-Ins.

Training

Training with a technician is scheduled through Customer Service at:

1-800-811-5988 (North America & International)

+61 7 4925 4400 (Australia / New Zealand & Asia Pacific

A remote connection into your system through programs such as TeamViewer, LogMeIn.com, Remote Desktop, pcAnywhere, etc. is greatly recommended as this enables us to provide hands on training within your own system. Having a remote connection available on each of your reservation computers also enables our Technical Support staff to connect to your computer and quickly research and resolve issues for you. This is a great benefit to all parties involved as the amount of time required to research and resolve the issue is greatly reduced. Meaning your issues will be resolved quicker and technicians will be made available to the next issue sooner.

Remote Troubleshooting and Technical Support

Remote programs such as TeamViewer, Remote Desktop, pcAnywhere, supports remote troubleshooting and technical support, and allows us to dial directly into your computer to analyze and solve problems at your request. * It also provides a medium for hands on staff training over the phone if you purchase training time, priced at $100 an hour. We recommend that you acquire the latest version of this software for the most effective technical support.

* pcAnywhere support options for International customers may be limited.

System Requirements

Our software can be run on a standalone system or on a network. A networked system may increase your system requirements.

Hardware

Standalone
The minimum hardware requirements to run ROS2006 or RVTripsetter in a standalone environment include:

Pentium IV 2.00 GHz processor or higher.
2.00 GB RAM. (maximum RAM is recommended).
2 GB of available hard drive space.

If you are handling more than 150 units we recommend the configuration exceed these hardware specifications.

Network Server

There are several hardware options when using a server to run ROS2006/RVTripsetter on a network. A peer-to-peer network consisting of 2 to 4 computers handling less than 150 units can use a low end network. The minimum requirements for a low end network server include:

Pentium IV 2.00 GHz processor.
2.00 GB RAM. (maximum RAM is recommended).
2 GB of available hard drive space.
Twisted pair Network Interface card (10 base T minimum), running TCP/IP protocol.

A more robust server is recommended for high end networks and Digital Rez Software recommends specifications for servers in high use environments on an individual basis.

Network Clients

The minimum hardware specifications for a low end network client computer include:

Pentium IV 1.00 GHz processor.
1.00 GB RAM. (maximum RAM is recommended).
1 GB of available hard drive space.
Twisted pair Network Interface card (10 base T minimum), running TCP/IP protocol.

Software

Servers

Servers can be run under Windows XP Professional, Windows Server 2003 or any Windows Vista 32-bit operating system. Enterprise customers also require Microsoft SQL 2000 or Microsoft SQL 2005.

Clients

Workstations, standalone or networked can be run on Windows 2000 Professional, Windows XP Home, Windows XP Professional or any Windows Vista 32-bit operating systems. Each operating system has special software requirements as follows.

Windows Vista requires:
- MUST be a 32-bit version!!!
- Service Pack 1
- TCP/IP network protocol.
- Microsoft Data Access Components
- Internet Explorer 6.0 or higher
Windows XP requires:
- Service Pack 3
- TCP/IP Network protocol
- Microsoft Data Access Components
- Internet Explorer 6.0 or higher
Windows 2000 requires:
- Service Pack 4
- TCP/IP Network Protocol
- Microsoft Data Access Components
- Internet Explorer 6.0 or higher

*** We will start testing ROS2006/RVTripsetter against the Windows 7, 32-bit operating system(s) once Microsoft has released Service Pack 1 for Windows 7, 32-bit. ***

Windows 98SE and Windows NT are no longer supported. If ROS2006/RVTripsetter is working on these operating systems, we will assist with ROS2006/RVTripsetter issues up until we feel the issue is due to the operating system.

Windows 95, Windows 98 (1st Edition), Windows ME, Windows XP Media Center Edition, Windows XP 64-bit and Windows Vista 64-bit operating systems are not supported at all.

Systems such as Virtual Machines, Terminal Server connections and Windows Emulators being run on a Macintosh are also not supported.