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This is a list of the charges for technical support. This list may not be comprehensive: there may be other work that is handled with a flat charge instead of normal billable support hours. This list is subject to change and revision. There may be special circumstances where we come to different billing arrangements, including but not limited to new Cloud Retailer customers: in those cases, any proposal we've sent takes precedence.
This fee schedule represents work that is planned and scheduled. RITE reserves the right to bill support hours at our normal billable rate (or premium rate, when applicable) for any work that is not scheduled. For example, a terminal adjustment required without notice due to a network change, which would be billable at normal rate during business hours and our premium rate if outside of business hours.
RITE also reserves the right to bill additional support hours at our normal billable rate for work that goes beyond the scope of what would typically be required for work normally covered by flat charges, in particular, for reason outside of our control (processor mistake, network problems, etc.). For example, a POS install where the work was delayed due to customer not having superuser credentials needed to access the computer.
Table of Contents
TABLE OF CONTENTS
- Table of Contents
- Premium Support Services (General Hourly Rate)
- Cloud Retailer
- Cloud Retailer Modules
- Card Defender
- RMS / Legacy POS
Premium Support Services (General Hourly Rate)
Per incident/hour support pricing is $168 per hour, billed per quarter hour rounded up OR you can purchase a support package:
5 Hour Support Pack $675 Equates to $135 per hour
15 Hour Support Pack $1,875 Equates to $125 per hour
For customers that
Would like a dedicated technical point of contact.
Are requesting support that routinely falls outside of our flat fee services.
Have a unique situation that requires a higher level of expertise, like system customization.
Consider our Silver or Gold support packages
Silver - $1,720 per month
Up to 15 hours of service per month. If you use less, you will bank the difference for the next month's use. All other services rendered in excess of the base 15 hours services are charged at a rate of $122 per hour. Your point of contact will have no more than 3 other dedicated customers.
Gold - $7,625 per month
Up to 60 hours of service per month. If you use less, you will bank the difference for the next month's use. All other services rendered in excess of the base 60 hours services are charged at a rate of $122 per hour. Your point of contact will have up to one other silver-level customer – you will be their highest priority.
Support packages are less expensive than paying our team by the hour. The spirit of support packages is that price discounts are given based on purchasing packages in ADVANCE of use. No discounts are given on time already used. Time used with no support package in place is billed at the standard hourly rate.
A Gold package is required for customers that have an active customization project underway that will take more than 80 hours total. The package will be required for at least 30 days after the release.
A minimum of a Silver package is required, on an ongoing basis, for anyone that has done more than 40 hours (cumulative) of customization to Cloud Retailer. If custom apps are disbanded this requirement ceases.
Customizations bear a recurring cost of $3 per month for each hour spent on customization - for as long as the customization is in use. This is for ongoing costs borne by the CR team (update testing, supportability documentation/training, etc).
The first and last month of service is required to be paid at the beginning of a Gold or Silver contact.
If you have a specific Project Management, Task Management, Remote Access, etc. system that you wish us to use that is not part of RITE’s standard workflow, our dedicated tech packages (Silver / Gold) give you the ability to have your dedicated tech use the system(s) of your choice. Any costs associated with such a system would be your responsibility; time to learn the system would be deducted from your support package.
Any support time in a Gold or Silver package that is carried over from the prior month expires the next month after. As a result, a customer can never have more than 2X the monthly allotment of time accumulated for use. Once issued at the 1st of each month, support time has no cash refund value.
All prices are subject to change.
Emergency after-hours support is consumed at 1.5X the normal rate.
All support packages are subject to the end-user support agreement.
See https://www.rite.us/Legal/SupportPolicy for details.
Cloud Retailer POSA $90 fee to install the Cloud Retailer POS software and sync to a back office. This fee will need to be charged each time RITE must assist in installing Cloud Retailer for an end-user outside of the initial rollout (as this should be covered by the proposal). Peripherals are charged separately at a rate of $20 per peripheral when included as part of a POS install (see Peripheral section below for more details).
Cloud Retailer Modules
Some Cloud Retailer modules include activation costs, training time and materials. Monthly fees may also apply. Discuss with your sales representative.
Setup / Installation Fee
- If the setup fee was included in a paid proposal
- If we are switching a customer to NAB (specifically)
- If we are resolving some defect in our previous work
VAR Change Fee
This fee covers all time involved specifically with the setup if the new VAR parameters, a test of a transaction and settlement as well as a processor verification for the terminal. This fee will be charged in all cases except the following:
- If the VAR change was included in a paid proposal
- If we are switching a customer to one of our preferred processors (e.g., NAB: talk to your RITE sales rep for details)
- If we are resolving some defect in our previous work
- If the terminal is not hosted in our Broad POS and we do not need to help validate the transaction
NOTE: A single Var change fee is for a single VAR change attempt. If we executed on our end in good faith but were not able to complete the VAR change for a reason outside of our control (processor mistake, network problems, etc.) then a new VAR Change Fee would need to be assessed for us to make another attempt.
Terminal Adjustment Fee
A $30.00 fee charged any time we have to update Broad POS with a change that does NOT require a full charge/settle/call processor validation sequence to ensure it has been completed successfully. Examples of these changes would be enabling specific device features, changing the signature threshold, changing IP addresses, contactless settings, etc. Please note that this is for planned and scheduled terminal adjustments only that does not exceed 15 minutes, otherwise this work is subject to billable time.
RMS / Legacy POS
Legacy POS InstallA $350 fee to install non-Cloud Retailer POS software (RMS or other POS in "life-raft mode", not including peripherals. This fee will need to be charged each time RITE must assist in installing and configuring a POS computer. Peripherals are charged at a rate of $20 for each device when part of a POS install.
- Legacy Back Office Install FeeA $90 fee to install non-Cloud Retailer Back Office software (RMS or other POS in "life-raft mode", not including peripherals. This fee will need to be charged each time RITE must assist in installing and configuring a Back Office computer.
Standard Peripheral Only Install Fee, For supported peripherals only.
For standalone peripheral only installations:$30 fee for the first device and an additional $20 for each additional device. This does not cover label printers - that is standard billing. This fee does NOT cover installing POS or back-office software, nor does it cover payment terminals. Standard peripheral devices include receipt printer, cash drawer, barcode scanners, touchscreen display, customer display.
Any standard peripheral installs as a part of a POS Install will be charged at $20 per device flat fee. See this article for supported peripherals.
GoDex Custom Labels: If we are configuring a custom label for a GoDex Printer, or converting an existing custom Zebra label to GoDex, there is a $100 flat-charge, which covers up to 1 hour of work. Any additional work beyond an hour is charged at the standard billable rate.
For any plannable work, we will require you to set an appointment for our tech team at least two days prior to the scheduled work. By making the appointment, you agree to be charged a cancellation fee of $168 in the event you need to cancel with less than 1 business day notice. For flat fee work, we simply charge the same flat fee rate again at time of rescheduling.
- Freshdesk Ticket Tags: https://rite.freshdesk.com/a/solutions/articles/67000716837?portalId=67000083022