Cloud Retailer Bronze Support – Terms & Overview

Overview

Cloud Retailer Bronze Support is designed to give customers dependable, expert help without the stress of paying for every individual support interaction. It’s an affordable way to ensure you always have access to knowledgeable Cloud Retailer technicians who know your system and your business.

Bronze Support includes 4 hours of Premium Support Services per quarter, giving you predictable access to expert assistance for day‑to‑day needs, questions, and system optimization.

This support time refreshes every quarter. Any unused hours expire at the end of the quarter and are replaced with a new 4‑hour balance—keeping support simple, fair, and consistent.

How Bronze Support Works

• ✔ 4 hours of Premium Services per quarter
• ✔ Time is drawn down only while a technician is actively working on your request
• ✔ Hours reset every quarter (unused time does not carry over)
• ✔ All support is provided remotely
• ✔ Designed for ongoing operational support, not one‑off projects

You can think of Bronze Support as a prepaid bank of expert Cloud Retailer time, available when you need it most.

What Bronze Support Is Great For

Bronze Support is ideal for ongoing success and confidence with the Cloud Retailer platform, including:

• General questions and guidance
  Help understanding features, workflows, reports, and best practices within Cloud Retailer.

• Training and refreshers
  New staff onboarding, role transitions, or quick refresh training to help your team work smarter and faster.

• Troubleshooting and issue resolution
  Investigating unexpected behavior, identifying root causes, and getting you back on track efficiently.

• Maximizing system usage
  Advice on how to better use existing tools, configurations, and workflows to improve efficiency and profitability.

• Operational “how do I…” support
  Day‑to‑day operational questions that naturally arise while running your store(s).

This makes Bronze Support especially valuable for customers who want reliable access to expertise without committing to larger projects or higher‑tier support plans.

What Bronze Support Does Not Include

To keep Bronze Support affordable and focused, some services are intentionally excluded:

• ❌ Custom development or customization

  • Script creation
  • Custom report creation
  • Any form of software customization

• ❌ General IT support

  • Networking
  • Hardware troubleshooting
  • Non–Cloud Retailer systems

• ❌ On‑site services

  • All Bronze Support is provided remotely only
• ❌ Flat Rate or subscription based work 
  • New integrations or add-ons
  • New locations or lanes
  • Any project based work. These are handled separately due to their scope and planning requirements.