Retail Hero Support is your go-to team to deal with emergency, break-fix, and unexpected issues.
Essentially, if something WAS working, but is not working now. We will provide troubleshooting, root-cause analysis, and in most cases will apply the solution itself.
We're the first line of support for any issue, of course. Your staff may not know why something is not working, and we'll help to provide Tier 1 support, which may include instructions to your staff or may include the resolution itself.
There are many experts that get involved with a Retail System, and it’s not always clear who can provide the fix. Retail Hero will work with you to ensure that the issue gets resolved, regardless of who is involved in the final solution.
How does support work?
For heavy lifting you'll need to open a support case with us, but that may not always be necessary
1. Start by sending us and email.
We're happy to answer quick questions or suggest a fix, without the need for a case. Sometimes that's all you'll need, If that's not enough, we can proceed to step 2.
2. Open a Support Case
If detailed help or remote investigation is needed, then you should request to open a Support Case. Retail Hero will use email, remote support tools and phone communications to get your issue resolved.
The creation of a Support Case is a formal process. If you have Prepaid Cases, one will be used when you create a Support Case:
- The Support Case created for your request will remain open until your issue it was created for is resolved. We will close the Support Case when it is confirmed to be resolved.
- If you do not have any Prepaid Cases, Retail Hero will present you with options for purchasing Support Cases.
If an issue turns out to be a result of Retail Hero software bugs or incomplete service by our technicians, we will not use up a Support Case for a resolution.
Emails that are sent during the lifetime of the Case will have a case number added to the subject line. Do not remove this number for the lifetime of the case. Please reply to the current email thread for updates during the Support Case – do not create a new email. This will help avoid confusion and properly track the Support Case details.
To get pre-paid Support Cases, contact Sales@retailhero.com - doing this ahead of time will ensure you get help sooner when the need for it comes.
About Retail Hero's Technical Support
What is not a Support Case?
If a request is received by Retail Hero, it may not be a Support Case. In that scenario, Retail Hero Support will forward your call to the appropriate department. Here are examples of requests that are not in scope for Support:
- Training - Asking "How to" do something, or “where” something is
- Development - Requests for things like this custom report, or other modifications to your system.
- Consulting - Managing projects, doing research on your behalf, etc.
- Installations and Configuration - Installing new software, reinstalling software (on a replacement computer, for example), configuring RMS or any 3rd party application to be used.
- In some Cases, Install/Configuration services may be performed by Support staff, but this is a pre-scheduled service
For these non-Support Services please contact Sales@retailhero.com for any service request, or to purchase Prepaid Cases.
Will Retail Hero Apply the Fix?
Retail Hero is the first line of defense, and will always provide investigation. Most of the time, we can apply the fix ourselves. Our analysis will point to the root cause of the issue and, in some cases, the resolution itself must be applied by a 3rd party, or the customer themselves. (If your internet is down, we won’t climb a telephone pole!)
We are RMS/Retail Technology experts. Consider that your RMS or Retail Hero add-ons exist on a computer. That computer may be on a network, with connections to the internet, running other programs. The result is a complex system with areas that fall out of scope for Retail Hero to make changes to. Our Case analysis will help you isolate where the problem lies, and sometimes work with other experts to resolve your issue.
For the above reasons, it is important to have a general “IT Contractor” or “IT Staff” in your corner - someone who will manage and make changes to those areas that are outside of our RMS Support Services. Areas that are out of scope include: Windows/Security/Networks/Antivirus/Internet Services/Payment Processing
How Do I Get Help?
To ensure that your request is handled quickly and accurately, the only way to get Support is to email Support@retailhero.com. Without the email, we cannot open a Support Case. Voicemail is not enough.
Your email must contain:
- Contact Information
- A detailed description of your issue (screenshots if possible)
Please, don’t say “Need help ASAP” with no other details. Every call is important, and we need real details to best address your request.
For a new issue, create a new email. Please do not reply to a previous communication from our team, because our Case tracking system will not register a new request.
Retail Hero will respond by phone or email, to the contact information you provide.