3.1 Support request
In case of any problems according to the using or working with our software, RETAIL7 obtains a well organized support system. You can ask for help, send error description, and even get help remotely from us.
Sending in a support request
Log in to the Management Console with the login credentials which were defined during registration with RETAIL7. These credentials are also required for the login to the RETAIL7 app. If you are using the app, open the user menu and click on the Management Console submenu, which will open your Management Console in a browser.
Open the user menu in the upper right corner and select Support request.
Provide a description of the problem in the form which opens, and then click on the
Report an issue / Raise a question radio button.
Send in your support request/question by clicking on the Activate support request link.
After clicking on the link, your support request is registered in our support system and get an incidence number, which is displayed here.
When your support request was forwarded and registered in our support system, a RETAIL7 support employee will contact you.
Support via remote access
In order to our support team could help you better, or if your problem cannot be solved without directly accessing your system, it is possible to grant a limited time remote access to our support team. For this, there are 2 options: via the app, or directly in the Management Console.
For giving access via the app, please see the Support via the POS app chapter.
For giving access in the Management Console, log in to the Management Console with the login credentials which were defined during registration with RETAIL7. These credentials are also required for the login to the RETAIL7 app. If you are using the app, open the user menu and click on the Management Console submenu, which will open your Management Console in a browser.
Open the user menu in the upper right corner and select Support request.
Please provide a short description of your problem (or your incidence number), and click on the Exclusively activate system access radio button.
Enable your activation authorization by clicking on the Activate support request link.
With this, our support employee receives an access code for a 24 hour time period, with which they can enter the system, and are able to trace and analyze the problem directly in your environment.
NOTE: After you have sent a support request, the "Activate support request" link is not active for 24 hours. You can give permission for remote access only 24 hours after from the first report.