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How does the support plan work?
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    How does the support plan work?

    by RetailEdge Moderator » Mon Jan 27, 2014 9:22 am

    The technical support plan costs $45/month plan includes the following:

    The Enhanced Technical Support Plan option is available forRetailEdge 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-mailsupport@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.

    Additional information is located here:

    http://www.retailedge.com/techsupport.php

    This is a plan for customers and includes only technical support and updates. Think of it as technical support for support questions, (my sales screen won't work, I can't print labels, etc.) The plans real value is in disaster control. If you are a business that really does any sales volume then having the ability to call us and talk to us and have us fix your problem on a weekend is pretty important. Not that RetailEdge is not stable (we have been in this business since 1989). Think of it as insurance. Your house is built well and your car works well but you still carry insurance on these item so that in the case of an accident, you can get back up and running quickly and with minimal cost (hopefully). In addition the support plan includes updates. Update only plans run $5/workstation/month and so if you have 2 or 3 workstations, $10-$15 of the maintenance is for updates and so this makes this program that much more of value. We think that many people would benefit from this plan and this is why we offer it. It is totally optional and we do offer "pay-per-call" support during normal business hours and the updates only plans for those who don't need this level of support/insurance. Some customers have IT staff or resellers who can help them out on a weekend or after hours if they need it. Some customers don't have enough business on the weekends to support this type of plan or can limp along hand writing tickets until they can call us during normal business hours. Some customers need it but just don't want to pay for it. It really runs the gambit, but we feel it is a good value and think everyone would benefit from it, but we leave it as an optional plan to better address the many types of businesses our retail POS software handles.
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