Support Process

Owned by Christos Hadjiyannis
Last updated: Oct 24, 2024 by Joshua Geldenhuys
2 min read

RetailNext provides you with Technical Support Services as part of your contract with us. This document provides a high level overview and and describes how to get in touch with RetailNext Support to report and resolve any issues you may run into. We will provide full training and details once you have been onboarded as a customer.

Level 1 Troubleshooting

A strong partnership between RetailNext technical support and the customers retail IT team is essential for ensuring that the system runs smoothly for your business users.

As your retail IT team is most familiar with the specific IT setup of your stores and any recent changes made to the power, network, firewall, etc… we have found that the fastest and most inexpensive way to resolve sensor issues is for the retail IT team to perform a quick L1 troubleshooting of the sensors. This involves checking the power, internet and network at the store, and if possible also making sure that cables have not been unplugged or removed.

Contacting Support

Once you have performed the Level 1 troubleshooting and if the problem still exists, the next step is for you to raise a support case with RetailNext customer support. There are 2 ways in which you can raise a support case so that our support team can investigate & further assist you:

  1. The RetailNext Support Portal - The portal allows you to check the status of all issues reported by you. You can also request the ability to view all issues reported by everyone in your organization. From the portal, you can also access a Knowledge Base which contains product documentation, installation guides, troubleshooting guides, training material, etc.

  2. Send us an Email - To report an issue via email, please send an email to support@retailnext.net, this will automatically raise a case in our case logging system.

Service Level Agreement

The RetailNext Service Level Agreement (SLA) will be made available to you once your contract has been signed. The SLA contains information such as Issue Priority Levels, Support First Response Time, Support costs (if applicable) and other RetailNext/Customer obligations.

Service Visits

If L1 troubleshooting of a sensor is not successful and the issue gets escalated to RetailNext Support and the issue can still not be resolved remotely, we will then need to schedule a technician to visit the store to help with additional troubleshooting and/or replace the sensor. We will only send a technician to a store once the visit has been approved by the customer.

RetailNext will cover the cost of both the service visit and the replacement device for malfunctioning devices that are still under warranty. All in-warranty replacements must be initiated by RetailNext and carried out by a RetailNext-approved vendor.

The customer will, however, be charged for both the visit and the device for devices that are not under warranty or had their warranty voided due to damage, etc. The customer will also be charged for service visits where the root cause of the sensor issue is a problem on the customer's side (ie store power or unplugged cables), which is why we ask that Level1 troubleshooting is conducted in the first instance as this will avoid unnecessary support charges.