Support

Advanced Retail Management Systems’ Technical Support Department is dedicated to offering the best possible support services in the industry to meet our customer’s needs. Our Support personnel are certified and are continually increasing their knowledge on new products. The efficiency and timeliness of our support services is our utmost concern. Our commitment to ensuring Customer Satisfaction makes Advanced Retail Management a premier dealer in the world.

ARM’S current support department is setup based on a team system, utilizing a multiple tier support system with call escalation.  The Technical Services department is comprised of different support teams led by team leaders who are managed by a Director of Technical Services.  All technical support calls, new sales or assignments are handled as projects and are worked by the different teams as assigned. This allows us to have consistency when you call in - if your call is escalated you will work within one team and be assigned one technician until the problem is resolved.

Advanced Retail Management Systems offers a variety of different support plans to suit different customer’s needs:

Gold Support Service

Our premier support plan. Gold Support Service provides unlimited support during regular business hours by telephone, or by accessing our Online Support Services web page.  In addition to standard support services, the Gold Support Service handles offline support, bug resolution, research on issues and all of a customer’s support needs without unknown or extra charges.  This plan, with its priority response time, creates the highest level of customer satisfaction.

Silver Support Service

Multiple incidents support plan.  This contract offers a discounted incident rate based on purchasing 5 incidents in advance.  This plan is designed for customers that do not call support often but still want the added value and peace of mind that they can receive support at a reduced cost without paying for each support call as they need it.

Bronze Support Service

Pay as You Go Support.  This contract requires the customer to purchase 1 incident for each call.  A credit card must be on file.  This plan is intended for customers that rarely call ARM for support.  It is designed for customers that have a strong technical person on staff with minimal, outside technical support needs.

If you are currently a client of ARMS and
would like to submit an online Support Issue click here.