Technical Support Offerings
High Meadow Business Solutions is proud of its Customer Support offerings. We are 100% U.S. based and you will never get an "off-shored" support representative.
RetailEdge point of sale software comes with 90 days of FREE Standard Technical Support (see plan description below). Upgrades from previous RetailEdge versions come with 30 days of of FREE Standard Technical Support.
In addition High Meadow Business Solutions offers a variety of affordable service and support options to help you get all the benefits from this software after the initial 90 day period.
Enhanced Technical Support (Support Plans)
The Enhanced Technical Support Plan option is available for RetailEdge customers who would like a technical support plan beyond the free time period or for customers who would like emergency technical support during extended hours and on weekends. Emergency technical support is for sales related emergencies only. Emergency technical support is available from 5:30 P.M. to 8:30 P.M. EST weekdays and from 9:30 A.M. to 8:30 P.M. EST on weekends.
Please contact technical support (802-549-4617 or e-mail support@retailedge.com) for more information or to sign up for the Enhanced Support Plan. The Enhanced Support Plan is affordable and easy - credit cards are automatically charged on a monthly basis.
The Software Maintenance Plan (SMP) is also included with the Service Plan. So customers who are on the maintenance plan, never need to worry about paying for another RetailEdge upgrade again.
Please note that customers can only sign up for the Enhanced Support Plan during normal business hours and pre-existing problems and/or issues are not covered when signing on to the plan.
To help us better and more quickly address your problem, please have the following information available when you call:
- Your store or business name.
- Credit Card Number (If appropriate).
- The type of hardware you are using, including network, if applicable.
- The exact wording of any message that appeared on your screen.
- What happened and what you were trying to do when the problem occurred.
Standard Technical Support (Pay Per Incident Support)
RetailEdge standard technical support for questions about using RetailEdge products, system requirements, or troubleshooting is available at no charge to all registered users for 90 days from the date of purchase (30 days from the date of purchase of an upgrade). RetailEdge standard technical support is available Monday - Friday, 9:30 A.M. to 5:30 P.M. EST. For technical support call (802) 549-4617. After the initial free technical support period, standard technical support is charged on a per-15 minute increment. Technical support can also be paid for in advance to allow salespeople to call with problems without requiring prior approval.
Note: Standard Technical Support does not include weekend support. Weekend support is only available for customers who have purchased an Enhanced Technical Support (Support Plan). If you need weekend support then you should consider purchasing a Support Plan. Customers who are not on a Support Plan will not receive a response on support issues until normal business hours the following week.
RetailEdge Forums
The Discussions Forums, are moderated by RetailEdge staff and like email-based support, are free and are available 24 hours a day. The forums provide a way for our RetailEdge customers to connect with each other and to build a self-sustaining user community. Customers can post questions and offer answers, solutions, and opinions of their own.
FREE E-mail and Fax Technical Support
For questions about using RetailEdge products, system requirements, troubleshooting, or comments and suggestions, fax or e-mail:Fax: (802) 362-2298
E-mail:support@retailedge.com
There is no charge for this service. However, when using this service, you are not guaranteed an immediate response. We are always trying to improve RetailEdge and we value customer input. So if you would like a feature that RetailEdge does not currently have, please feel free to contact us and let us know.
Restrictions and Other Information
During periods of heavy call volume, we may allow all calls to go to the voice mail system. When this happens, we ask that you follow the instructions and to please leave a message.
We do this to triage support requests. This means that we will call customers with serious sales emergencies first and then call customers with less pressing issues. In either case, please be assured that we will call you back. Be sure to leave your phone number, name, and business name. Also, please leave a brief description of the issue you are having.
Although not typical, we reserve the right to limit customer support telephone calls to 30 minutes and limit each customer support contact to a single question or incident. This is especially true for customer support calls that are more product training in nature rather than technical support issues.
Weekend and after hours technical support for the Enhanced Technical Support Plan does not include support for planned new installations or re-configurations. If you are planning to perform a new installation or re-configuration, then please contact us in advance during normal business hours so that we can discuss and make you aware of issues that you might encounter or to schedule the installation(s) and support during normal business hours.
