IT Support for Retail Pro Packages

We offer three distinct Retail Pro support packages, so you can choose the level of support that’s right for you. When comparing Retail software options, be sure to check what’s included so that you can make informed choices. Pinnaca Retail Pro support packages are comprehensive, and with an exceptional service record, our helpdesk team are meticulous in their approach to solving your issues.

Silver

£40

GBP
per device
per month*

Unlimited Remote Support 8am/5pm

24/7 For 'P1' Incidents

Real Time Support Dashboard

Remote Hardware Diagnostics 8am/5pm

Plug In & App Support

Credit Card Integration Support

Back Up Monitoring & Remediation

PROACTIVE End Point Monitoring 24/7

Staff Training On Retail Pro

Retail Pro Data & Configuration Management

Monthly Ticket Analysis Report

Annual Systems & Service Review

Subscription Management* 

Ongoing Expert Advice & Support

-

-

-

-

-

-

-

-

-

-

-

What's Supported? Silver Gold Platinum
Unlimited Remote Support 8am/5pm ✔ ✔ ✔
24/7 Tills & Back Office Support & Target Response Time of 15 Minutes For 'Priority 1' Incidents24/7 Cloud & On Premise Server Support For 'Priority 1' Incidents ✔ ✔ ✔
Real Time Support Dashboard ✔ ✔ ✔
Remote Hardware Diagnostics 8am/5pm ✔ ✔ ✔
Plug In & Retail Pro App Support ✔ ✔ ✔
Credit Card Integration Support ✔ ✔ ✔
Back Up Monitoring & Remediation ✔ ✔ ✔
PROACTIVE End Point Monitoring 24/7: ✔ ✔ ✔
8/5 PC's, Laptops, Tablets Incident Response ✔ ✔ ✔
24/7 P1 Incident Response ✔ ✔ ✔
8/5 Self Healing On Software ✔ ✔ ✔
Staff Training On Retail Pro - Basic How To's ✔ ✔ ✔
Leadership Training On Reports ✔
Super User Training ✔
Create User Process Documentation ✔
Retail Pro Data & Configuration Management ✔ ✔ ✔
Admin Console, System, & Workstation Changes ✔ ✔ ✔
Price Cost Manager Management ✔
Data Imports ✔
Promotions Creation & Management ✔
New HQ Workstation Install & Configure ✔
Monthly Ticket Analysis Report ✔ ✔ ✔
Systems & Service Review Annual Quarterly Monthly with Account Manager
Subscription Management* ✔ ✔ ✔
PROACTIVE Cloud & On Premise Server Support 8x5 ✔ ✔
Monitoring & Remediation ✔ ✔
Patch Management - CCU & Maintenance Upgrades ✔ ✔
Enhanced Reports & Document Support ✔ ✔
Report Layout Amends ✔ ✔
Document Design Amends ✔ ✔
Document Design Creation ✔
Report Creation and Scheduling ✔
Retail Pro Security Management ✔ Enhanced
Create & Edit Groups And Permissions ✔ ✔
Create & Inactivate Users ✔
Polling & Replication Management ✔
Ongoing Expert Advice & Support ✔ ✔ ✔

Gold

£45

GBP
per device
per month*

Unlimited Remote Support 8am/5pm

24/7 Support & Target Response Time of 15 Minutes For 'Priority 1' Incidents

Real Time Support Dashboard

Remote Hardware Diagnostics 8am/5pm

Plug In & App Support

Credit Card Integration Support

Back Up Monitoring & Remediation

PROACTIVE End Point Monitoring 24/8

Staff Training On Retail Pro

Retail Pro Data & Configuration Management

Monthly Ticket Analysis Report

Quarterly Systems & Service Review

Subscription Management* 

PROACTIVE Cloud & On Premise Server Support 8x5

Patch Management

Reports & Documents Support

Retail Pro Security Management

Ongoing Expert Advice & Support

_

_

-

-

-

-

-

What's Supported? Silver Gold Platinum
Unlimited Remote Support 8am/5pm ✔ ✔ ✔
24/7 Tills & Back Office Support & Target Response Time of 15 Minutes For 'Priority 1' Incidents24/7 Cloud & On Premise Server Support For 'Priority 1' Incidents ✔ ✔ ✔
Real Time Support Dashboard ✔ ✔ ✔
Remote Hardware Diagnostics 8am/5pm ✔ ✔ ✔
Plug In & Retail Pro App Support ✔ ✔ ✔
Credit Card Integration Support ✔ ✔ ✔
Back Up Monitoring & Remediation ✔ ✔ ✔
PROACTIVE End Point Monitoring 24/7: ✔ ✔ ✔
8/5 PC's, Laptops, Tablets Incident Response ✔ ✔ ✔
24/7 P1 Incident Response ✔ ✔ ✔
8/5 Self Healing On Software ✔ ✔ ✔
Staff Training On Retail Pro - Basic How To's ✔ ✔ ✔
Leadership Training On Reports ✔
Super User Training ✔
Create User Process Documentation ✔
Retail Pro Data & Configuration Management ✔ ✔ ✔
Admin Console, System, & Workstation Changes ✔ ✔ ✔
Price Cost Manager Management ✔
Data Imports ✔
Promotions Creation & Management ✔
New HQ Workstation Install & Configure ✔
Monthly Ticket Analysis Report ✔ ✔ ✔
Systems & Service Review Annual Quarterly Monthly with Account Manager
Subscription Management* ✔ ✔ ✔
PROACTIVE Cloud & On Premise Server Support 8x5 ✔ ✔
Monitoring & Remediation ✔ ✔
Patch Management - CCU & Maintenance Upgrades ✔ ✔
Enhanced Reports & Document Support ✔ ✔
Report Layout Amends ✔ ✔
Document Design Amends ✔ ✔
Document Design Creation ✔
Report Creation and Scheduling ✔
Retail Pro Security Management ✔ Enhanced
Create & Edit Groups And Permissions ✔ ✔
Create & Inactivate Users ✔
Polling & Replication Management ✔
Ongoing Expert Advice & Support ✔ ✔ ✔

Platinum

£80

GBP
per device
per month*

Unlimited Remote Support 8am/5pm

24/7 Support & Target Response Time of 15 Minutes For 'Priority 1' Incidents

Real Time Support Dashboard

Remote Hardware Diagnostics 8am/5pm

Plug In & App Support

Credit Card Integration Support

Back Up Monitoring & Remediation

PROACTIVE End Point Monitoring 24/9

Staff Training On Retail Pro

Leadership Training

Super User Training

Create User Process Documentation

Retail Pro Data & Configuration Management

Price Cost Manager Management

Data Imports

Promotions & Management

HQ Workstation Install & Configure

Monthly Service Review With Account Manager

Subscription Management* 

PROACTIVE Cloud & On Premise Server Support 8x6

Patch Management

Enhanced Reports & Document Support

Enhanced Retail Pro Security Management

Polling & Replication Management

Ongoing Expert Advice & Support

What's Supported? Silver Gold Platinum
Unlimited Remote Support 8am/5pm ✔ ✔ ✔
24/7 Tills & Back Office Support & Target Response Time of 15 Minutes For 'Priority 1' Incidents24/7 Cloud & On Premise Server Support For 'Priority 1' Incidents ✔ ✔ ✔
Real Time Support Dashboard ✔ ✔ ✔
Remote Hardware Diagnostics 8am/5pm ✔ ✔ ✔
Plug In & Retail Pro App Support ✔ ✔ ✔
Credit Card Integration Support ✔ ✔ ✔
Back Up Monitoring & Remediation ✔ ✔ ✔
PROACTIVE End Point Monitoring 24/7: ✔ ✔ ✔
8/5 PC's, Laptops, Tablets Incident Response ✔ ✔ ✔
24/7 P1 Incident Response ✔ ✔ ✔
8/5 Self Healing On Software ✔ ✔ ✔
Staff Training On Retail Pro - Basic How To's ✔ ✔ ✔
Leadership Training On Reports ✔
Super User Training ✔
Create User Process Documentation ✔
Retail Pro Data & Configuration Management ✔ ✔ ✔
Admin Console, System, & Workstation Changes ✔ ✔ ✔
Price Cost Manager Management ✔
Data Imports ✔
Promotions Creation & Management ✔
New HQ Workstation Install & Configure ✔
Monthly Ticket Analysis Report ✔ ✔ ✔
Systems & Service Review Annual Quarterly Monthly with Account Manager
Subscription Management* ✔ ✔ ✔
PROACTIVE Cloud & On Premise Server Support 8x5 ✔ ✔
Monitoring & Remediation ✔ ✔
Patch Management - CCU & Maintenance Upgrades ✔ ✔
Enhanced Reports & Document Support ✔ ✔
Report Layout Amends ✔ ✔
Document Design Amends ✔ ✔
Document Design Creation ✔
Report Creation and Scheduling ✔
Retail Pro Security Management ✔ Enhanced
Create & Edit Groups And Permissions ✔ ✔
Create & Inactivate Users ✔
Polling & Replication Management ✔
Ongoing Expert Advice & Support ✔ ✔ ✔

*Terms and conditions apply. We also support integrations, plug-ins and add-ons at additional costs. One device = PC, Laptop, Tablet or Server. 'Priority 1' Incident = An incident is considered Priority 1 when it meets the following criteria. Live production environment down, e.g. Server or Internet, for a location that needs connectivity to take payments. Critical business outage or significant incident that threatens future productivity. Users cannot operate, and no one can carry out tasks on their behalf. **Support is provided when a software subscription is purchased from or switched to Pinnaca.

Check out our blog for useful guides on understanding retail technology:

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9 ways an omnichannel retail strategy will improve your customers’ experience.
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In this blog we explain omnichannel vs multichannel retailing and detail how omnichannel strategies offer a unified customer experience.

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