RITE Support can be used for a variety of purposes - it can be used for on-site and remote (over the internet with our remote connection tools, requires a high speed internet connection) troubleshooting, training, consulting, and small customization jobs.  Support is available 24 hours a day, seven days a week with a three hour response guarantee.  Read the support agreement below for details on how we bill for different support circumstances.

Retail Information Technology Enterprises (RITE) Support Agreement

RITE charges for support on the basis of time and sells support packages in hours. If you require special types of support the minutes of your support plan will be consumed at different rates. These rates are outlined below.

Definitions

Support qualifies as non-critical support if all of the following are met;

• Offered between 8 a.m. and 5 p.m. Monday through Friday
• Phone, email, or online support can have a reply time of up to two hours (this means we can finish working with another customer and then reply)
• If onsite support is required but can wait at least two business days

Support qualifies as critical or emergency support if any of the following are met;

• Offered at any other time than listed above
• Onsite support that is required in less than two business days
• Phone, email, or online support where a reply is required in less than two hours (this means we drop everything to handle your issue)

Rates

Non-critical phone, email, remote control (to take control of your pc remotely), and non-critical onsite support is consumed on a 1 to 1 ratio.

Non-critical onsite support travel time is consumed at a rate of 1.25 minutes per mile round trip. These miles are calculated using yahoo maps, to your location from our office located at 330 Highway 10 South, St.Cloud, MN.

Critical support is consumed at a 1.5 to 1 ratio. An example would be if you needed a support agent onsite and they spent 60 minutes, it would consume 90 minutes of your support plan.

Lender equipment – If equipment needs to be borrowed from RITE to the client for temporary replacement there will be a shipping charge and a rental fee. If your equipment was purchased an installed by RITE you are eligible to be on our RITE Product Replacement Program.

Terms

• Purchases of hourly support incidents expire three years from the date of purchase.
• All support time is billed in 15 minute incriments (rounded up).  An example would be - 1 hour and 24 minutes of work would be rounded to 1 hour and 30 minutes.
• We document support incidents to communicate to whoever is the support contact at a customer what occured, who we talked to, what we did, and when it occured.  The time taken to make these notes is added onto time spent with the client.  Our notation practices are basic and breif, if a higher level of detail is required let us know - the added time will be billable.
• The support hours cannot be transferred to any other business.
• If your support purchase runs out you will have the 48 hours to renew into another package - the negative amount of consumed time will be subtracted from your new package.  If you do not renew you will be billed at our current hourly rate. The spirit of our support package pricing is that we are able to charge lower rates when we receive payment up front - our business model relies on this and if it is not done we must charge this premium.
• In order to take advantage of emergency support services, you must have an active support package with us.
• If an item is under warrantee and there is an issue you have the option to contact the manufacture directly to have the unit fixed or we can handle the issue. If we do so you will be charged for this time. Any applicable charges such as shipping to manufacture shipping of emergency equipment to you, etc will be billed to you after the incident.
• We are not responsible for any credit card mis-configuration issues. It is your responsibility to test our configuration to ensure it is properly processing with your credit card company. We will not be held responsible for any issues resulting from this setup.
• You give permission to RITE to setup an RITE cashier/users with administrative access to your system so that any RITE agent will have enough access to effectively solve any issue that may arise.
• Software development / coding is charged at a different rate - support package time cannot be used for this purpose.  Software development includes but is not limited to, custom reports, custom receipts, HTML development, .NET coding, SQL statements, batch file creation, and similar activities.