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Time for fireworks

The weather is warm, the beers are cold, and the fireworks are coming! That also means we have some holiday support hours coming up. And, since summer is officially in full swing, make sure your Ascend database is keeping up with the times by updating to the Summer 2017 version.

Holiday hours: The Fourth of July is coming up, and that means holiday hours for the Ascend Support Team. The normal support line will be closed on Monday July 3rd and Tuesday July 4th.

Emergency support for issues preventing sales processing will be available:

Know your emergencies: Emergency support is available to assist with anything that’s stopping you from processing sales. Please note that issues with reporting and any other non-urgent matters like query requests are not considered emergencies.

When you call our regular support number during emergency hours, there’s a message that our support line is closed. Just press 1 to leave a message for our emergency support technician. Make sure to include:

After you leave a message, the on-call tech will be paged and call you back ASAP.

Wondering what to do about your non-emergency issues? We have many self-help resources available to you that might have the answer. Or you can submit a ticket with our support team and we’ll get back to you by the next business day. Otherwise, you can choose to wait until the next business day to speak with our support team directly.

Update to summer: Almost 70% of Ascend users are on the Summer 2017 version! Are you one of them? If not, it’s time to add it to your calendar! Set aside some time before or after store hours to update. The update itself should move pretty quickly – but if you’re integrated with Chase Paymentech and using the Ingenico iSC250 terminals, you’ll need extra time for the firmware update.

Firmware updates can take up to 15 minutes. If it’s taking more than 20 minutes, you should reach out to the Ascend Support Team for advice. Never unplug the Ingenico during an update (without talking to the Support Team first!).

Last chance for June promotions: For the month of June, we’re offering special financing on all purchases over $500.

Don’t miss out – place your order today!


 

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