Support

Cristal answers.
Tony knows the counter.

Your choice — call and Cristal picks up, or submit a ticket and we call you back. Either way it ends the same: a human on the phone. Not an email. Not a portal update. That's been the rule since 1992 and it isn't changing.

Call (518) 633-4111 Submit a ticket
How it works

Cristal resolves it, routes it,
or gets you to who can fix it.

Her job is not receptionist. She takes the call, resolves it right there when she can, and triages when she can't. The rule here is: don't respond to a customer with an email — give them a call. That rule comes from the top and it doesn't bend.

  • Call — often resolved on the spot
    Call (518) 633-4111. Cristal picks up, works the problem, and either solves it or gets you to the right person immediately. No hold music. No queue. No 45-minute wait.
  • Email support@insightrs.com — we call you back
    Prefer to write it out? Email support@insightrs.com and we call you back. Not a canned reply, not a portal update — a person on the phone. Your choice, same result.
  • RustDesk on every RPi unit
    RustDesk remote support is pre-installed and loads when the POS App starts. Most issues resolve without anyone visiting the store — Tim's team has been doing remote support since long before COVID made it normal.
  • Tony for escalations
    Tony ran stores on InsightRS software for 12 years at Martin's News — Grand Central Station, Rockefeller Center, the Amex Building. He joined InsightRS three years ago. When you escalate, you reach someone who has stood at your counter.
Distributed before it was trendy

No central office.
All here in the USA.

Tim and Tina upstate New York. Cristal nearby. Drew and Norm close by. Tony on Long Island. Dustin in Texas. Clark in San Diego. InsightRS has been running a distributed remote team since long before COVID made it a thing. No one is commuting to a call center. Everyone is reachable, and everyone is in the United States.

  • Remote support since day one
    RustDesk on every unit, remote-first team, no truck rolls unless necessary. InsightRS resolved remote support calls before most companies had a remote work policy.
  • All USA
    Every person on the support team is based in the United States. When you call, you are talking to someone on the same time zones, who understands your business context.
  • Everyone knows the product
    The people who answer your support call are the same people who build, install, and use the software. There is no outsourced tier-1 support reading from a script.
Head of Support & Development

He knows what breaks because
he was there when it broke.

Tony Tambe ran stores on InsightRS software for 12 years at Martin's News — 24+ locations including Rockefeller Center, Grand Central Station, and the Amex Building. He joined InsightRS three years ago. He is not a support person who learned the product from a manual. He is a former operator who learned it from running stores in Grand Central Station.

Insight POS system
12
Years running stores on InsightRS software before joining the team. Tony understands operator problems from the inside.
24+
Martin's News locations he managed — Rockefeller Center, Grand Central Station, the Amex Building.
1
Call to resolve most issues. Cristal routes, Tony solves, Tim owns the relationship.
The switch is easier than you think

60 sites in 2 months.
We know exactly what it takes.

InsightRS migrated 60 sites from legacy hardware to the RPi V4 system in August and September 2025 — a site every two to three days for four months straight. The operational disruption is hours, not weeks.

  • Data conversion handled
    Inventory data, customer files, and history come over. We've done it 60 times. We know where every edge case lives.
  • Staff training included
    Tony, Drew, and Dustin train your staff on the new system. Remote by default, on-site available.
  • Zero permanent data loss
    Across 60 migrations in the 2025 run — zero permanent data loss. That's not a marketing claim. That's the track record.
  • Friday night capable
    The RPi ships with your system image pre-loaded and the Pax A35 configured for your merchant account. Plug in and go.

Pick up the phone.
We actually answer.

Call and Cristal picks up. Submit a ticket and we call you back. Your choice — same result either way.

Call (518) 633-4111 Submit a ticket

Cristal answers. Tony escalates. Tim owns it.