Premium Support Price List - Billable and Flat Charges List

Modified on Wed, 8 Jul at 10:53 AM

Overview

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 - for example, addons and integrations. 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. Cloud Retailer reserves the right to bill support hours at our normal billable rate (or premium rate, when applicable) for any work that is not scheduled.

Cloud Retailer 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 reasons outside of our control (3rd party processor mistakes, network problems, etc.).

Overview
Table of Contents
Premium Support Services (General Hourly Rate)
Cloud Retailer Modules
Card Defender/ Payment Terminals
- Set-up/ Installation Fee
- 3rd Party (non-preferred) Processor VAR Change Fee
Miscellaneous
- References

Premium Support Services (General Hourly Rate)

Per incident/hour support pricing is $176 per hour, billed per quarter hour rounded up, OR you can purchase a support package:

5-Hour Support Pack	$ 695	This equates to $139 per hour
15-Hour Support Pack	$ 1,935	This equates to $129 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-hour 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-hour 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.

IMPORTANT DETAILS

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 who have an active customization project underway that will take more than 80 hours in 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 who has done more than 40 hours (cumulative) of customization to Cloud Retailer. If custom apps are disbanded, this requirement ceases.
Monthly fees based on complexity may apply for any approved customization, in addition to the rules above.
The first and last month of service is required to be paid at the beginning of a Gold or Silver contract.
If you have a specific Project Management, Task Management, Remote Access, etc. system that you wish us to use that is not part of Cloud Retailer 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 on the 1st of each month, support time has no cash refund value.
All prices are subject to change.
Paid Emergency Services and after-hours support are 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 Modules

Some Cloud Retailer modules include activation costs, training time, and materials. Monthly fees may also apply. Discuss this with your sales representative.

Card Defender/ Payment Terminals

Set-up/ Installation Fee

A $90.00 fee is charged whenever we need to go through the process of installing and configuring Cloud Retailer Electronic Payments on an RMS system, or on Cloud Retailer for any 3rd Party Processing (non-preferred processing). This fee will be charged in all cases except the following:

If the setup fee was included in a paid proposal
If we are switching a customer to Preferred Processing (talk to your sales rep)
If we are resolving some defect in our previous work

3rd Party (non-preferred) Processor VAR Change Fee

A $390.00 base fee is charged (per location for multistore) any time we have to update Broad POS with changes to a MID, TID, Sharing Group, or any other Credit / Debit related account setting that would typically result in needing to do a full test and settlement with the processor. Test and settlement are mandatory whenever switching what processor is actively being used with the point of sale. This is regardless of whether the terminals themselves are already configured for a different processor. The base fee includes the first terminal, each additional terminal is $120.

This fee covers all time involved specifically with the setup of 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 (talk to your Cloud Retailer 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.

Miscellaneous

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 $176 in the event you need to cancel with less than 1 business day's notice. For flat fee work, we simply charge the same flat fee rate again at the time of rescheduling.

References

Cloud Retailer Support Service Details