RetailOps Support Framework

We know your operational processes and the systems that drive them are critical to your business. That’s why we are committed to addressing your questions and issues quickly and effectively. No matter what support level you select, every RetailOps instance is accompanied by unparalleled RetailOps Support. RetailOps Support delivers a comprehensive knowledge base, online case submission, access to How To articles, and much more.

Support Options

Support Options

Level Classification

RetailOps Support uses the following definitions to classify inbound tickets.

Level 1 - Urgent

An issue that severely impacts your use of the RetailOps Platform. The issue halts your business operations and no procedural workaround exists.

Level 2 - High

An issue where business operations are severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.

Level 3 - Medium

An issue where there is a medium-to-low impact on your business operations, but your business continues to function, including by using a procedural workaround.

Level 4 - Low

A general usage question, reporting of a documentation error or recommendation for a future product enhancement or modification. An issue where there is low-to-no impact on your current business operations.

Standard Hours of Operation

Our current standard support hours are 8:00am - 6:00pm Pacific.

Support Process Flows

Support for All Customers

Support for All Customers

Support for Premium Customers

Support for Premium Customers

Support for Premium Plus Customers

Support for Premium Plus Customers
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