SUPPORT PLANS & SERVICES
All our support packages include prompt acknowledgment of the issue within one hour.
Response times differ based on the specific support package you are on.
Our
Support Plans
Basic Support
Email and Phone support during business hours.
Response Times:
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Critical Issues - 3 hour response time.
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Major Issues - Within 8 hours response time.
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Minor Issues -Within 24 hours response time
Standard Support
Basic Support + Remote assistance for issues
Response Times:
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Critical Issues - Within 2 hour response time.
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Major Issues - Within 6 hours response time.
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Minor Issues - Within 12 hours response time.
Premium Support
Standard Support + On-site Visits
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Critical Issues - 1 hour response time.
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Major Issues - 4 hours response time.
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Minor Issues - 6 hours response time.
Services
The following services can be included in the customer's support plan as part of their selected support tier:
Network Security
Enterprise-grade firewall hardware with expert setup, continuous updates, and advanced network security enhancements ensures strong protection against cyber threats. Support includes configuration, monitoring, and regular maintenance to keep networks secure, reliable, and performing at their best.
Server Support
Maintenance and troubleshooting for servers ensures systems remain secure, efficient, and reliable. This includes diagnosing hardware or software issues, applying updates, monitoring performance, and resolving failures before they impact operations.
Remote Backup
Secure offsite data backup protects your business from data loss caused by hardware failure, cyber threats, or natural disasters. Critical files are automatically backed up and stored in a remote, encrypted location, ensuring fast recovery when needed. Backup plans are tailored to match the specific needs of your operation, keeping your information safe and always within reach.
Computer Support
Maintenance and troubleshooting for computers ensures systems run efficiently and issues are resolved quickly to minimize downtime. Services include hardware diagnostics, software repairs, system optimization, and updates to keep computers performing reliably in business environments.
Device Monitoring
Continuous monitoring keeps IT systems running at peak performance and reliability. Real-time hardware alerts help detect and resolve potential issues early, reducing downtime and protecting business operations.
RMH Support
Support for Retail Management Hero (RMH) software includes installation, configuration, updates, troubleshooting, and training. Integration with accounting, e-commerce platforms, and customer loyalty programs ensures a seamless retail experience. Reliable assistance is available for both single-store and multi-location environments.