Preferred Retail Systems

What is a Maintenance Plan, commonly called Software Assurance and why do I need it?

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A: The benefits of the Maintenance Plan include:

• All Software Enhancements
  All major version releases, minor updates and point releases released during the customer’s enrollment.
• All Service Packs and Fixes
  All service packs and fixes released during the customer’s enrollment. (Fixes classified as critical security fixes are available to all customers at no charge as described above.)
• Access to CustomerSource and the Knowledge Base
  CustomerSource is our password-protected site for Microsoft Business Solutions customers; with this site, customers can search the Knowledge Base to save the time and cost of requesting assisted support. There are nearly 650 Q&A and how-to articles available for Microsoft Retail Management today, and already several dozen – with more to come – for Microsoft Point of Sale.
• Reports Library
  Download reports and receipts from the Reports Library. Each template – for example Detail Sales Reports and Receipts - can save a customer a minimum of three or four hours of time that would be spent creating the report. The Reports Library contains more than 100 reports and receipts, including 25 for QuickSell 2000, 77 for Store Operations and 15 for Headquarters. Report templates for Microsoft Point of Sale will be coming soon. To access the Reports Library, click here.
• Virtually Unlimited Online Support through Managed Newsgroups
  These online forums ensure customers can get virtually unlimited answers to their technical questions. Customers can collaborate with other customers to learn about their solution and solve technical issues – gaining from the collective experience of the community. If questions aren't answered by other customers within two business days, a Microsoft Business Solutions support engineer will provide an answer. Customers will need to register their users by visiting CustomerSource >> Newsgroups >> Managed Newsgroups so support engineers can recognize their e-mail addresses and respond when needed. Retail Management System and Point of Sale customers will use the same newsgroup initially; they can access it by visiting CustomerSource >> Newsgroups or the public site here.
• Two Online Training Subscriptions
  Two users can access the Foundation Library of Microsoft Business Solutions Online Training. This eLearning option helps customers learn the ins and outs of their business software through self-directed tutorials. This benefit serves as a tool so customers can train employees in a structured way – enabling users to become more efficient and satisfied with the software. Customers can access the Foundation Library on CustomerSource via any PC with Internet access. The Store Operations tutorial is 106 minutes in length, the QuickSell 2000 tutorial is 34 minutes in length, and the Point of Sale tutorial is 93 minutes in length. To access the Foundation Library of eLearning, follow the instructions here.
• Discounts on Flex Support
  In addition to product maintenance and productivity tools, customers enrolled in the Maintenance Plan receive discounts on purchases of Flex Per-Incident Support and Flex 5-Pack Support. Customers on a plan pay $65 for Flex Per-Incident Support; customers not on a plan pay $95. Customers on a plan pay $300 for Flex 5-Pack Support; customers not on a plan pay $450. (USD)
• Expanded Support Coverage
  Customers enrolled in a Maintenance Plan can contact Microsoft 24 hours a day, six days a week (from 2 pm Central Time Sunday through 2 pm Central Time Saturday) for support requests. This 24x6 coverage enables customers in the U.S. & Canada to have some support coverage on each weekend day. Expanded support coverage includes both paid Flex Support requests as well as business critical support issues (which will be no additional charge if the customer is on the most current version of the product and if the issue meets the business critical definition).
  
  Outside of business hours, customers enrolled in a plan who experience a business critical issue must submit their question via electronic support on CustomerSource. During business hours, customers enrolled in a plan can use either electronic support or telephone support.
  
  Expanded support coverage is only available in the US & Canada.