Your monthly Card Defender subscription provides a base level of service, which includes:

  • Access to video training and self-help materials (wiki)
  • Access to email support (support@rite.us) for simple Q&A-type questions that we are able to link back to self-help materials or a simple reply (typical turn-around time would be 1 business day)
  • Assistance with emergency, in-scope issues 24 x 7 (see Definitions)
  • Assistance with non-emergency, in-scope issues during standard office hours
  • Assistance with non-emergency, in-scope issues outside of office hours (subject to our standard after-hours/emergency support rates)

In-scope Issues

  • Application errors resulting from “Software Defects” (see Definitions)
  • Transaction / batch verifications
  • Batch settlement errors
  • Time to troubleshoot, RMS, or reconfigure equipment with defects (provided the equipment was purchased from RITE and within one (1) year of the date of purchase)
  • Confirming availability of processor mandated security requirements (i.e. TLS 1.2 or SHA-2 encryption)

Out-of-scope Issues (one-time fees)

  • Making device configuration changes (such as VAR changes or other terminal settings)
  • Switching credit card processors
  • Moving Card Defender to a new machine (or re-installing on an existing machine)
  • Releasing a terminal from BroadPOS / PAX Store

Out-of-scope Issues (premium support)

  • Completing a PCI Compliance Self-Assessment Questionnaire (SAQ) or network scan
  • Processing errors caused by issues outside of Card Defender’s control (these may include, but not be limited to: Internet outages, firewalls problems, anti-virus software, internal networking issues, computer problems, or processor-specific outages)
  • Transaction slowness (there is a bit of looking we will do for free, but the vast majority of the time this is related to underlying conditions within the computer, network, or Point of Sale software, not directly related to Card Defender)
  • Problems with installing / configuring Card Defender resulting from computer-specific or POS-related issues (including Windows components such as Microsoft .NET and Distributed Transaction Coordinator)
  • Lack of training / understanding of the system
  • Time spent troubleshooting or RMA’ing hardware outside of the one (1) year warranty period
  • POS Server crash / recovering of data
  • Computer viruses/malware interfering with Card Defender’s ability to work
  • Error messages in Card Defender but the real reason is some other cause. A database becoming full and reaching a size limit is a good example.

Definitions

  • Emergency – We define a Card Defender Emergency as any in-scope issue where you are not able to process a payment on all registers within your location.
  • Software Defect – A defect is an error in coding or logic that causes a program to malfunction or produce unexpected / incorrect results. A defect is NOT a situation where a user believes an application should work differently than it does. If an application is working as designed, then any desired changes become a Feature Request.