Help Desk - (707) 539-7990, ext 1 or helpdesk@amssoftware.com

Monday through Friday, 8 am to 5 pm, our help desk is a great place for quick answers.  There is no fee for their service, which is included in your maintenance and technical support agreement. 

The help desk helps you remember a forgotten step or when attempting to do something you haven’t done in a while. The help desk is not a substitute for formal training. But if your system isn’t working correctly, the help desk is the right place to report it.  We’ll help you find a solution.

Each help desk operator works with dozens of customers each day.  Most calls are short, and each caller almost always has a different topic.  Our help may not know every nuance about your company operation, configuration, or background, but we know the answers about how AMS works and are happy to share them with you.

An important note about contacting our help desk:

It’s always a good idea to contact the help desk workgroup rather than trying to reach a help desk individual.  Workgroup e-mails and voicemails are monitored and queued so the next available help desk person can immediately assist.  Reaching out to individuals instead may delay our responding to you as that person may be out of the office, on vacation, in a conference or meeting, or working with another customer on an involved issue that requires an extended amount of time.  We monitor workgroup contacts but not each other’s phone or e-mail messages, so it's always better to call or write.

Contact the help desk at helpdesk@AMSsoftware.com or by calling (707) 539-7990, ext 1. 

If you reach our voicemail, please leave a message explaining your need and be sure to include your name, company, and call back phone number, including extension, if any.  We return calls in the order in which they are received.  Your voice message will "save your place” in the work queue, and an agent will return your call when one becomes available.

Personal Training

If you are a new user or a long-time user looking for a refresher, one-on-one time with a personal software trainer is a great way to learn AMS.  We can train at your site, train in our office…no travel time charges.  Or train using live internet sessions/phone.

Class Room Sessions

Group training in a classroom setting is available for scheduling onsite at your location or here at the AMS Corporate offices in Santa Rosa, CA.  Classroom sessions are best when a large group of people needs instruction, and you want to ensure everyone receives the same training simultaneously. 

Hardware Department - (707) 539-7990, ext 2

Monday through Friday, 8 am to 5 pm, our hardware department is the place to go for assistance with the hardware that delivers AMS to you. In most cases, like the help desk, there is no fee for hardware service, which is included in your maintenance and technical support agreement.  The hardware department can provide telephone assistance with your AMS Server or AMS Client desktop workstations, cash registers, mobile tablets, and all input devices and peripherals, including POS receipt printers, Shift 4 payment card keypads, and mag stripe readers/swipers.

Weekend & Holiday Emergency Support - (707) 539-7990, ext 1

An AMS employee can be reached on weekends for emergency support from 9 am - 5:00 pm.  Please leave us a message, and expect contact from an AMS staff member within 15 minutes.

If you have not been contacted within 15 minutes, verify that the number you expect to be called on is actually in service and is not silent or set to do-not-disturb, for example.  If the call-back number is a cell phone, please verify that the cell phone is receiving a good signal and that it has ample battery life for the required conversation.  Once you have confirmed that there are no phone equipment problems at your end, leave another message using the steps outlined above.

The on-call emergency mailbox is not monitored during regular weekday business hours from 7:30 am – 5:00 pm or without prior arrangements made in advance for special events.

The on-call mailbox is for weekend emergencies only.  Please ensure that the tasting room staff have these contact numbers and proper instructions for their use.  AMS reserves the right to bill for non-emergency services requested.