Retail Pro Emergency Technical Support (ETS)
 

We know you are anxious to receive technical support for your Retail Pro system but there are some rules you must agree to before we can begin servicing your system.

Big Hairy Dog Information Systems is an authorized reseller of Retail Pro Software.

Retail Pro Software is a registered trademark. We do not portend to own, develop or make claim to proprietary information concerning Retail Pro Software.

BHD Emergency Technical Support service is provided for any user of Retail Pro Software and QuickBooks POS. It's not intended to be used by BHD customers, however, they're welcome.

BHD Information Systems will not seek the transfer of any customer using BHD ETS to BHD Information Systems.

 
ETS is not meant to be a permanent supplemental program for your existing support services. There is a one year time limit on all ETS services beginning from the date of signup.

BHD ETS purpose is to provide technical support to Retail Pro & QuickBooks POS users without interference between Retail Pro user and their Retail Pro dealer.   Therefore, BHD will not upgrade or train an ETS customer.

Minimum billing for BHD ETS is $175 an hour, minimum two hours. After hours is $250/hr (anytime outside 6am-6pm PST Monday-Friday and weekends). Holiday rate is $325/hr.  All  calls are billable.

It is impossible to know the amount of time it will require to rectify Retail Pro & QuickBooks POS user's technical support issues. BHD ETS will bill Retail Pro user's credit card at two-hour increments.

Please fill out the credit card application form, sign it, and fax it back to us at 916-368-1411.  Your credit card will be automatically charged on a monthly basis for hours used.

Travel to and from Retail Pro customer's site is billed separately.
 

Loaner equipment is sent to you as a temporary replacement.  You have 30 days to use it at which time you can either purchase it or return it back for credit.

BHD will contact the customer with a courtesy call to find out if you are keeping the loaner equipment or not. If we do not hear back from you, your credit card will be billed for the full amount of the equipment.

Loaner equipment shipping is billed to the customer regardless if the loaner equipment is kept or returned. 
 

BHD Information Systems is not licensed to sell Retail Pro to non-BHD customers; however, in order to remedy customer's technical support issues, BHD Information Systems may sell Retail Pro customer peripheral hardware, communication software and/or related tools, drivers and software.

BHD Information Systems is VAR for QuickBooks POS.

The following is a list of things that are NOT supported by BHD and will not be given ETS support for:

• Windows 95/98/ME/Home/Vista/64-bit OS's

• Worthington Tricorders

• ICVerify
• Barcode Blasters or Blazers
• Celeron PC's
• AMD Durons/Semprons
• Retail Pro Versions 2-6
• Custom Programming
• Wireless/Satellite

BHD Cancellation Policy

Regular Hour Cancellations

       Tech Appointment: Customer will be billed for 30 minutes at the regular billable rate upon failure to notify BHD technical support of cancelled appointment 24 hours prior to appointment

 After Hour Cancellations

Customer will be billed for 1 hour at the regular billable rate upon failure to notify BHD technical support of cancelled appointment 24 hours prior to appointment.