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Record Sales System Annual Support - Specifics

An Annual Support Contract begins on the date it is purchased and lasts for 12 months. It includes:

	A limited warranty for the functionality and performance of the software product
	All software upgrades for the product released during the contract term
	Ability to trade in the product for a more powerful RRS product of the same type
	Technical support by phone and email during normal business hours

Please click on Support/Upgrades: Summary Terms/Prices for specific support contract prices. If you require pre-sales or evaluation-period support or assistance, please be sure to read Pre-Sales Support below.

Software Limited Warranty

If you purchase an Annual Support Contract, then Record Retail Systems provides a limited warranty, during the contract term, that the associated software product will perform substantially in accordance with the specifications described in the product User Guide, when it is used as described in the User Guide. Record Retail Systems promises (as the sole remedy under this limited warranty) to make reasonable commercial efforts to correct any "bugs" (failures to perform as so described), and to timely provide such corrections to users reporting such bugs. All users who have purchased support contracts will receive the benefit of all bug fixes in product upgrades which are released during the contract term.

If you do not purchase an annual support contract, then Record Retail Systems makes no warranty as to the merchantability or fitness of the associated software product for any purpose.

Software Product Upgrades

If you have a current Annual Support Contract, you will receive all software upgrades and updates free of charge* for the associated product released during the contract term. This includes minor and major product releases with both bug fixes and new features and enhancements for that product.

(*Although the software is free of charge, a call-out fee of £250 + VAT for RSS support personnel to visit you and install the update will still apply.)

If Record Retail Systems introduces a new product in the same product line (the Record Sales System) with greater functionality and/or performance and a higher price, a current Annual Support Contract enables you to upgrade to the new product for the difference in price (the difference in software license prices plus the difference in Annual Support Contract prices, with the new product support price prorated for the remaining term of the existing support contract).

Technical Support by Phone and Email

With an Annual Support Contract, you enjoy unlimited (within reason) technical support by phone and email from our support team.

Users without Annual Support Contracts may also receive technical support by phone or email, subject to availability -- users with support contracts receive priority.

Technical support includes answering any reasonable question about the capabilities, performance and limitations of the associated software product.

We encourage you to discuss your needs in advance with our sales staff to arrive at mutual understanding of the scope of technical support and assistance that will be required by the end use and supplied by Record Retail Systems.

Hardware Support

Hardware (receipt printer, barcode printer, barcode scanner, cash drawer) will all be under guarantee for the first year with their respective manufacturers. We will endeavour to provide a replacement as a loan for the period of repair, if possible, to those with an Annual Support Contract, but the actual hardware manufacturers should be consulted in the first instance of a hardware malfunction.

Computer Support

We guarantee RSS to work without fault on the recommended computer platform as per our limited warranty agreement (above). If a problem should develop with the computer or computer network on which RSS is running, it is not the responsibility of RRS to repair that computer. We will, however, be able to supply details of a freelance computer engineer if required.

Miscellaneous System Problem Support and Related Call Out Fees

	If a fault is found with the RSS software itself, we will repair it (update the software) under the terms of the limited warranty above.
	If the problem is with the associated hardware of RSS (barcode printer, scanner, etc), it will be under guarantee with the respective manufacturer of that hardware product for the first year. They should be contacted in the first instance, as described in ‘hardware support’.
	If the problem is with the computer itself we recommend that a computer engineer should repair the computer as described above in ‘Computer Support’.
	The remainder of possible problems with RSS would fall under the term ‘Miscellaneous’ if unsolvable via phone or email support. This would then entail a site visit from one of our experienced Technical Support team. This call-out will be charged for at the rates given on the Annual Support Contracts: Summary Terms/Prices where the rate is 40% cheaper to those with an Annual Support Contract

Pre-Sales Support and Consulting

Some of our customers like to evaluate our software before installing a full system. The following support applies:

For the first 15 days that you are evaluating our software products, we'll be happy to provide you with technical support, by phone or email, during normal business hours.

Record Retail Systems reserves the right to limit any pre-sales or evaluation-period technical support or consulting assistance, at our sole discretion.