Friday, October 20, 2017
RITE Support Services Details

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 conditions are met;

  • Offered between 8:30 a.m. to 5:30 p.m. Monday through Friday CDT
  • Phone, email, or online support has a typical response time of 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

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 Google maps, to your location from our office located at 1001 2nd Street S STE 100, Sartell MN 56377.

Critical support is consumed at a 1.5 to 1 ratio. An example would be if you needed a support agent on site 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 use there will be a shipping charge and a rental fee. If your equipment was purchased and 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 increments (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 occurred, who we talked to, what we did, and when it occurred.  The time taken to make these notes is added to time spent with the client.  Our notation practices are basic and brief.  If a higher level of detail is required let us know - the added time to take additional notation 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 warranty and there is an issue you have the option to contact the manufacturer 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 manufacturer shipping of emergency equipment to you, etc will be billed to you after the incident.
  • We are not responsible for any credit card misconfiguration 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 set up a 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 Complied Applications (.Net, Scripts, etc.), or advanced scripting / reporting (custom reports, receipts, HTML development, SQL statements, batch file creation, etc.) as determined by the support tech, or similar activities.
  • At RITE's discretion, if other invoices are past due, banked / accumulated service balances can be withheld until all outstanding invoices are paid.
  • RITE will allow any person calling from your business requiring assistance to work with us for any reason (with the exception of obtaining securing information). By signing this agreement you are giving us permission to do so. If this is not OK and you only want specific users to be able to receive our assistance and/or work only on specific task, please make this request to us in writing and list the users that you do want to be allowed along with the list of tasks that are acceptable.
Microsoft Dynamics Retail Management System

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RITE - Retail Information Technology Enterprises - Experts in Retail Point of Sales Technology
Phone - St.Cloud, MN area: 320-230-2282, Minneapolis area: 612-216-1480 Chicago, IL area: 312-841-RITE (7483) Idaho/Utah: 208-994-9404
Toll free: 1-888-267-RITE (7483)
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