Overview

Several of the products and services offered by RITE require a monthly subscription fee.  Unless otherwise specified in the agreements for a particular product those fees provide access to limited technical support and our Value-add resources available on our Help desk portals and our YouTube channel.

Emergency services, those requiring immediate attention by our Technical Resources or at any time outside of our normal business hours, are billed at 1.5 x our standard Premium Support rate.  Even a traditionally "non-billable" Question, Issue, or Service Request will be treated as billable under these conditions.

We do recognize there are certain types of "Work stoppage" events that indicate a larger problem where our products or services may not be performing at their best, in these cases the emergency service would be treated as "non-billable".  We do our best to outline all of the situations that meet the criteria in the remainder of this document.

NOTE: If a situation is covered by this list it does not not guarantee we will be able to assist.  For example, if your internet connection is down, we cannot help fix credit card issues short of generic guidence to call your ISP.

What constitutes a "Work Stoppage" emergency:

Cloud Retailer

1. If there is a single register at the location and:
   1. no sales transaction can be processed
   2. no credit card transactions can be processed
   3. the register has not been syncing to the Cloud Retailer servers in more than 60 minutes (1 hour)
2. If there are multiple registers at the location:
   1. sales transaction cannot be processed on all lanes (all lanes are down). If there is at least one working lane, this is not a work-stoppage emergency.
   2. credit card transactions cannot be processed on all lanes (all lanes are down). If there is at least one working lane, this is not a work-stoppage emergency. 
   3. none of the registers have been syncing to the Cloud Retailer servers in more than 60 minutes (1 hour)

Card Defender

1. If there is a single register at the location and:
   1. no credit card transactions can be processed
2. If there are multiple registers at the location:
   1. credit card transactions cannot be processed on all lanes (all lanes are down). If there is at least one working lane, this is not a work-stoppage emergency.

References

• Getting help!
• Support Covered by Subscription Fee