Support Services

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

Base level services

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

The Annual Maintenance Plan complements the service and support provided by Xface as well as the base level services you receive from Microsoft with your software license purchase. The Annual Maintenance Plan is priced at 18% of the applicable price of your software at the time of purchase** and includes:

• All Major Product Releases and Minor Updates
  Service Packs and Fixes
  Share Point

  Our secure, password-protected site for Microsoft customers, Share Point, provides access to the Knowledge Base, 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.

• Training Benefits

  Train your employees in a structured and thorough manner.

• 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 hour support is available from 2 P.M. GMT Sunday through 2 P.M. GMT 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 Action Support you purchase for non-critical issues. After-hours incidents must be submitted via CustomerSource. (Extended support hours are available in the UK 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 Share Point.

• Discounts on Action 5-Pack Support and Instant Per-Action Support

Action Support

Action 5-Pack Support and Instant Per-Action Support provides an affordable way to receive support from Xface for customers who prefer to pay-as-they-go. To make the support resolution process as efficient as possible, With Action Support you receive a live response within seven minutes of calling along with a single case owner.

• Action 5-Pack Support

  Action 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.

1. Receive a three-hour guaranteed response time on support requests.
2. Action 5-Pack Support incidents expire one year from the date of the purchase of the package.
3. If you are not using all the 5 incidents, you can carry over for the next year.You can carry upto maximum two years.
4. If you are enrolled in the Annual Maintenance Plan, you'll receive a discount on Action 5-Pack Support.

• Instant Per-Action Support

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

1. Receive an eight-business-hour response time on support requests.
2. Instant Per-Action Support can be purchased with a credit card when requesting support assistance from Xface.
3. If you are enrolled in the Annual Maintenance Plan, you'll receive a discount on Instant Per-Action Support.

* 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.