Support and Maintenance for 

Microsoft Retail Management System

Support

Although Microsoft Retail Management System is easy to use and maintain, you may find that you need some additional support occasionally.  Factor One Technology is your first line of support to make your business successful in your use of Microsoft Retail Management System.   

Factor One Technology charges for support based on the use of time in 15 minute increments.  Once your implementation has been completed, you decide if you would like to pre-purchase a 2 hour support block. 

At Factor One, support includes:

Support from 8:30 a.m. to 5 p.m. Monday to Friday

Remote dial-in support

On-site support if required

Additional Support options such as Classroom training or refresher training are available by request. 

Support alerts, priority upgrades and fixes are available to all of our customers when they login to our customer only site. 

Annual Maintenance Plan from Microsoft

The Annual Maintenance Plan from Microsoft Business Solutions adds to the service you receive from Factor One Technology when you purchase your software licenses.  The Annual Maintenance Plan is priced at 18% of the applicable price of your software at the time of purchase** and includes:

Major version releases and minor updates

Service packs and fixes

Access to CustomerSource, Microsoft Business Solutions, online resource center:

Knowledge base how-to articles and self support resources

Additional report and receipt templates

Online product suggestions tool to influence future versions of Microsoft Retail Management System

Managed Newsgroups

Generic online training

Extended support hours on business-critical support*

You may also purchase additional support blocks to access direct noncritical support from Microsoft through the Flex Support plan.  For additional information please contact Factor One Technology or click here.

*Business-critical support is available at no charge when it meets the Microsoft Business Solutions definition of business critical and when customers are using the latest version of the software.  After-hours support requests must be submitted via CustomerSource.

**The Annual Maintenance Plan will be priced at a higher rate when a customer is purchasing a service plan for the first time after their first year or when they want to reinstate an expired plan.  The price will be 27% when purchasing for the first time 1-90 days after their first anniversary, 32% if purchasing 91-365 days after their first anniversary and 37% if purchasing after their second anniversary.  If the customer has enrolled in a plan and then lapses, the re-enrollment price is 27% if lapsed for 1-90 days, 32% if lapsed for 91-365 days and 37% if lapsed for over a year.