Technical Support Details
We want to ensure that you get the level of support you need for your business if and when you need it. Some businesses call occasionally and can run without their POS on a weekend if there is a problem. Other businesses can’t afford to be down and need the additional support of our Enhanced Plans for after-hours emergency and weekend support.
Enhanced Technical Support
Gold Level 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 email@example.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 on pricing and the advantages of a Gold Support Plan can be found here.
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.
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. Customers on a Silver Updates Plan will be charged a reduced rate for the first 15 minute period.
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.
Help Us Help You Faster
To help us better and more quickly address your problem, please have the following information available when you call:
RetailEdge Knowledge Base
The RetailEdge Knowledge Base, is moderated by RetailEdge staff and like email-based support, is free and are available 24 hours a day. The knowledge base contains answers to commonly asked technical support questions, pre-sales FAQs, and links to helpful training videos. The Knowledge Base also contains blogs with information on office closures, POS industry trends, announcements and program updates.
FREE E-mail Technical Support
For questions about using RetailEdge products, system requirements, troubleshooting, or comments and suggestions, e-mail:firstname.lastname@example.org
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 voicemail 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. Training is not covered under support plans and you can find out more about training here or email us to schedule a session.
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.
Please note that our support offerings are limited to RetailEdge software and related hardware purchased directly from us. We make every effort to make sure that RetailEdge is functioning correctly but there are times when underlying computer hardware, operating systems, peripheral drivers, or network environments have issues that prevent RetailEdge from operating correctly. When this happens, we will, at our discretion, ask customers to contact their local computer professional or RetailEdge reseller to repair fundamental systemic problems.
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.
We are also limited in our ability to help people with third party software such as Word, Excel, QuickBooks, email clients, browsers, printer drivers, etc. We know and understand RetailEdge and we are able to support our own product but when it comes to non-RetailEdge issues, we are limited in what we can do. We will make an effort to identify the general nature of third party issues but we are not able to support products from other vendors.