Microsoft Retail Management System Technical Support

Support and Maintenance for Microsoft Retail Management System

Microsoft Business Solutions Retail Management System customers are offered three levels of service to complement the services provided by your local partner. These services include support and maintenance for your business-critical needs, the option to purchase the Annual Maintenance Plan, and the option to purchase Flex Support.

Base-Level Services for Microsoft Retail Management System

Customers who purchase Microsoft Retail Management System are eligible for a base level of technical support and maintenance to meet their most critical business needs, including:

Business-Critical Support

Customers using the latest version of the product who encounter an emergency can call during our regular business hours to receive no-charge business-critical support.*

Software Quality Support

Customers can receive support on confirmed quality problems at no charge as well obtain a work-around to confirmed quality problems.

Critical Security Fixes

Customers will receive critical security fixes at no charge to address vulnerabilities that could allow the spread of a virus.

Annual Maintenance Plan for Microsoft Retail Management System

The Annual Maintenance Plan complements the service and support provided by your local partner as well as the base level services you receive from Microsoft Business Solutions with your software license purchase. The Annual Maintenance Plan includes:

All Major Product Releases and Minor Updates

Service Packs and Fixes

CustomerSource

Our secure, password-protected site for Microsoft Business Solutions customers, CustomerSource, provides access to a searchable technical database, discussion boards, news, a subscription service, and more.

Microsoft Retail Management Reports Library

With access to the library, you can save time by taking advantage of more than 100 reports and receipt templates.

Managed Newsgroups

These online forums offer virtually unlimited online support and help you collaborate with other customers to solve technical issues. If questions aren't answered by other customers within two business days, a Microsoft Business Solutions support engineer will respond.

Online Training Benefits

Train your employees in a structured and thorough way by leveraging your two named-user subscriptions to the Microsoft Retail Management System tutorial.

Extended Support Hours

Enrolling in the Annual Maintenance Plan extends your technical support availability from regular business hours to 24 hours a day, six days a week. Extended support hours are available from 2 P.M. Central Time (UTC-6) Sunday through 2 P.M. Central Time (UTC-6) Saturday, so support is available on each weekend day. This applies to business critical support you receive at no-charge as part of your license purchase and Flex Support you purchase for non-critical issues. After-hours incidents must be submitted via CustomerSource. (Extended support hours are available in the United States and Canada only.)

Ability to Make Suggestions for Future Products and New Features

Many of our product improvements and new features come directly from suggestions our customers make. Every year we send a Product Advisory Board Survey to customers enrolled in a service plan. You can also enter your suggestions directly to our Global Suggestion Database throughout the year via CustomerSource.

Discounts on Flex 5-Pack Support and Flex Per-Incident Support

Download the Microsoft Retail Management System Maintenance and Support Data Sheet (130 KB Portable Document Format file**)

Flex Support for Microsoft Retail Management System

Flex 5-Pack Support and Flex Per-Incident Support provides an affordable way to receive support from Microsoft for customers who prefer to pay-as-they-go. To make the support resolution process as efficient as possible, with Flex Support you receive a live response within seven minutes of calling along with a single case owner. And, so you spend less time getting to the right person, customers in the United States and Canada can also use a phone number, (1) (888) 400-4266, dedicated to small business products.***

Flex 5-Pack Support
Flex 5-Pack Support provides you with greater responsiveness, the convenience of an advanced purchase, and an even more affordable way to receive support from Microsoft Business Solutions.

•	Receive a three-hour guaranteed response time on support requests.

•	Flex 5-Pack Support incidents expire one year from the date of the purchase of the package.

•	If you are enrolled in the Annual Maintenance Plan, you'll receive a discount on Flex 5-Pack Support.

Flex Per-Incident Support
Flex Per-Incident Support provides you with convenient access to support assistance on an as-needed basis.

•	Receive an eight-business-hour response time on support requests.

•	Flex Per-Incident Support can be purchased with a credit card when requesting support assistance from Microsoft.

•	If you are enrolled in the Annual Maintenance Plan, you'll receive a discount on Flex Per-Incident Support.

Download the Microsoft Retail Management System Maintenance and Support Data Sheet (130 KB Portable Document Format file**)

* Business-critical support is defined as a mission-critical operation that is halted-for example, the inability to record sales-and is available at no charge when customers are using the latest version of the software and when contacting support during Microsoft Business Solutions business hours. Microsoft Business Solutions support hours in the United States and Canada are 8 A.M.-7 P.M. Central Time (UTC-6), Monday through Friday, and 10 A.M.-2 P.M. Central Time (UTC-6) on Saturdays. After-hours support requests must be submitted via CustomerSource.

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*** Customers' support requests in United States and Canada will be answered by a message center within seven minutes or may be routed directly to a support engineer depending on availability. Single case ownership cannot be guaranteed for issues spanning multiple days.