Retail Support Services

Upon completion of implementation and training, Retail Anywhere will continue to support and maintain your retail solution.  Retail Anywhere offers a variety of service agreements to help meet the requirements of our customers and to keep them operating at maximum efficiency in order to deliver optimum performance.

Help Desk

Retail Anywhere's help desk is available during normal business hours from 6:30am – 5:00pm PST Monday through Friday and 6:30am – 3:30pm PST on Saturdays, 8:00am - 5:00pm on Sundays.  For non-business hours, we offer 24 hour by 7 day a week pager support.  Retail Anywhere is open 362 days per year, only closing on Thanksgiving Day, Christmas Day and New Year’s Day.

Issue Tracking

Retail Anywhere has implemented a state of the art help desk tracking system.  We create and track service requests with automated service request escalation and also provide a web interface so our customers have access to their service request activity.

Service Level Agreement (SLA)

When our support staff creates a service request, the service request is categorize by urgency and priority. Priorities are classified by: Priority A, Priority B or Priority C errors with our agreed response times. If a service request is not resolved within the specified response time, the service request is automatically moved to critical urgency and alerts management.