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. Pricing for RetailEdge Version 7.5 and Version 8.0 can be found by clicking the links
on the right. We look forward to hearing from you.
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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 (802-362-2296 or 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.
Please note: customers can only sign up for the Enhanced Support Plan during normal
business hours. Also, pre-existing problems and/or issues are not covered when signing
on to the plan.
To help our technicians serve you, please have the following information
available when you call:
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Your store or business name. |
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Credit Card Number (If appropriate). |
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The type of hardware you are using, including network, if applicable. |
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The exact wording of any message that appeared on your screen. |
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What happened and what you were trying to do when the problem occurred. |
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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) 362-2296. 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. |
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RetailEdge Forums |
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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.
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RetailEdge Forums |
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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
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Restrictions and Other Information |
At times, all of our support representatives might be busy. When this happens, we ask that you follow the
voice mail instructions and to please leave a message. Be sure to leave your phone number, name, and business name.
Also, please leave a brief description of the issue you are having.
When in "Call-Back Mode", we make an effort 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.
High Meadow Business Solutions reserves the right to limit customer support telephone
calls to 30 minutes. This is especially true for customer support calls that are more product
training in nature rather than technical support issues. In addition, we reserve the right to
limit each customer support contact, whether by telephone, email, or forum post, to a single
question or incident.
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