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Analytics
Technical & Customer Support

Analytics >

Analytics Technical & Customer Support

“What do we live for if not to make life less difficult for each other?”
– George Eliot

We provide three service level agreements (SLA’s) of remote technical and customer support so that there is an option to suit your needs. Our highly trained, dedicated specialists work continuously to keep your retail analytics solution operational and capturing data that adds value to your business.

We listen and discuss what your business requires and then prescribe the most convenient and efficient solution that allows you to remain focused on delivering business value.

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Our 3 service level agreements

RetailMotion offers three levels of technical and customer support for your analytics solution, bronze, silver, and gold. Bronze is our entry-level of support through to gold, which is our most comprehensive. As the levels progress the hours of support you receive increase and we respond to and resolve your problem even faster.

Bronze

Remote Phone Support: Monday to Friday 9:00 am to 5:00 pm

Silver

Remote Phone Support: Monday to Sunday 9:00 am to 5:00 pm

Public holidays included

Gold

Remote Phone Support: Monday to Sunday 9:00 am to 5:00 pm

Public holidays included

Fastest response time of all our levels of technical and customer support

Reactive and Proactive options

In addition to our bronze, silver, and gold SLA’s, we also offer a reactive or proactive service. This is chosen based on your business needs and what level of support you require from RetailMotion, as well as the budget for your in-store analytics system.

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Reactive

Our reactive option requires you to call us when you notice a problem with your retail analytics. It could include issues with abnormal data on your dashboard, instances of potential double-counting or miscounting, or no data at all because of connectivity problems. Once you contact us, our committed support team will respond to you promptly to help diagnose and resolve the issue over the phone.

Proactive

Alternatively, the proactive option involves RetailMotion reaching out to you and your business when we detect an emerging problem with your analytics system. This is a more advanced level of service that uses an automated alert system, so once we identify an emerging problem, we can get straight to work on resolving it before it becomes a significant issue.

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Note: Should any of your analytics queries be assessed and require additional resources that go beyond your service level agreement your account manager will reach out to you. We will discuss the problem, and an estimate to resolve the issue will be presented for your approval before any further action is taken.