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1 Hour Support Services Hour


Availability: In stock


Support Services per individual hour
- Support Services hours on account never expire
- 1 hour only @ $250/hour. (lower hourly rates for 5,10 & 20 hour blocks - please consult with your systems integrator for details)

General Description:
Regular Support provides hourly, pre-paid support via phone, and online support services during regular business hours, and after hours as defined under Hours and Rates.

Hours and Rates:
Monday - Friday 9:00AM - 6:00PM CST (excluding holidays): Regular support hours
Monday - Friday 6:00PM-9:00AM CST, weekends and holidays: Emergency support. Emergency support is defined as unable to ring a sale.
Regular support rate: $250/hour. Blocks of support time may be purchased at a reduced rate. Support time will be billed in 15-minute increments. Any pre-paid time will be deducted according to the same schedule.

Plan Includes:
" Regular and emergency support as outlined in the Hours and Rates section
" Toll free number for support
" Unlimited access to online support services
" Unlimited access to Support Suite Knowledge base

This Plan is primarily for support services. Support is intended for problem resolution due to issues caused by system operators, operating systems, and other issues. The definition of support includes off-line support and research. Support also includes reporting, discussing, and resolving bugs. Support is not a substitute for Client Services. Client Services is defined as training customers on the various modules within the software or assisting with the configuration of computer equipment supplied by RIS or the customer. Client Services is an additional charge and billed separately. RIS reserves the right to make a final determination if a call is Support or billable Client Services. Travel time is an additional charge and is billed separately.

Support Limitations:
Support does not include software updates, which are part of the software provider's software assurance, or membership program. These agreements are billed annually on your anniversary date. Support does not include services to update to a new series of software (e.g. Retail Pro v8.6 to v9.2). Support does not include custom programming, custom report creation or modification, or advanced training on ancillary modules and products. Additionally, support does not include assisting with the setup or installation of computers or related hardware supplied by the customer or equipment sold by RIS that is out of warranty. Nor does support cover assistance with any hardware that is not compliant with the client's software. Repair, servicing, or reloading of computer operating systems are not included for computers or related equipment supplied by the customer. Support does not include onsite diagnostics and repair. RIS shall not be responsible for connectivity issues caused by third party services or service providers. RIS shall not be responsible for the detection, repair or removal of viruses.

Pre-paid time does not expire, nor is it refundable. Pre-paid support hours are non-transferable without the express written permission of the seller. In the event that a client should choose to terminate its relationship with RIS, RIS will maintain the balance of pre-paid support in the client's account for a period of one (1) year. RIS, at its sole option, may elect to terminate this Plan at any time. If RIS makes this election, you will be refunded the remaining balance of hours purchased.

1 Hour Support Services Hour

Additional Information


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