Software and Hardware Maintenance contracts cover most issues that a site would encounter. There are some issues that are beyond the scope of the maintenance contract. There is a fee of $130.00/hr for these calls. Below is a list of common Billable Support Calls: (this is not a complete list of billable calls)

Theft/Scam Investigations

If a customer suspects an employee scam or theft, RDS can offer some assistance in tracking the employee’s use on the computer system. RDS CANNOT make any determination as to what the employee’s actions imply. Please contact a Support Center Supervisor for additional information on theft/scam issues.

Repeated User Error Calls

If a site calls into to the Support Center repeatedly for the same user error issue, the Support Center may begin charging for the calls. 

Virus Infection

RDS encourages all sites to purchase anti-virus software. RDS tests our software with Multiple Antivirus Packages. The CSC will assist, to the best of our ability, a site with a virus, however, this is billable service. In most cases a complete reload of the server and terminals is required after a virus has been detected. Virus infections are not covered under the terms of the maintenance contract.

Custom Enhancements

Custom enhancements are not covered under the terms of the maintenance contract. 

Menu Building

General assistance is given to sites who need help putting in a menu item. Our assistance is limited to helping clients add a few items. If extensive adjustments or a new menu is needed (Summer Menus, Holiday Menus, etc), please contact our sales department for a quote on this service.

Issues caused by non-RDS software

Maintenance contracts do not extend to non-RDS software. Our technicians specialize in RDS software only. Support for any issues caused by third-party software is available on an hourly basis, and is limited to our best efforts. No guarantee is given regarding support for non-RDS software.

Credit Card Merchant ID Switch

Merchant ID changes in most cases have a service charge. Contact the RDS Customer Support Center team for information on your specific needs.

Change in Ownership

Changes in your business' ownership must be registered with us. Our Contracts department makes all the necessary changes to contracts and notifies you of any change fees. In almost every case, a change in ownership requires a change in the credit card merchant ID.

The Support Center is unable to support the following:

Customer Supplied PCs

The Support Center only supports RDS software, and RDS purchased or certified hardware.

Complex Networks Outside of RDS Standard Recommendations

The Support Center only supports RDS installed network equipment and standard network configurations used with traditional RDS network configurations.