Microsoft Retail Management System customers using the most current version of the software are eligible for business critical support at no charge during Microsoft Business Solutions business hours.

In the U.S. and Canada, business hours are 8 am to 7 pm Central Standard Time Monday through Friday and 10 am to 2 pm Central Standard Time on Saturdays.

Customers in the U.S. and Canada can call a toll-free line dedicated to small business customers at 888-400-4266.

A business critical support issue involves a mission-critical operation that is halted. Mission-critical operations include system-down situations as well as situations where an operation vital to the customer's success cannot be performed, resulting in potential threats to the financial or legal obligations of the customer. An example of mission-critical help includes recovering the system after hardware or power failure, or the inability to log into the POS application to begin recording sales.

Non-urgent process, how-to questions, and problems that have documented work-arounds are not covered by this feature and would require the purchase of a support incident. Also, if the problem is due to a damaged database, the customer will likely need to seek consulting assistance from their local partner or the respective vendor.

All customers will be asked for their credit card upon contacting the Microsoft Business Solutions Support team. If the customer is calling, they should tell the message center it is a business-critical issue, and if the customer is submitting an electronic support incident, they should indicate it is a business-critical issue in the subject line. Once the support engineer establishes that the customers are using the latest version of the product and the question is a business critical issue, the customer's credit card will not be charged.

Customers on a service plan have the additional option of submitting their question electronically via CustomerSource (https://mbs.microsoft.com/customersource > Support > Assisted Support). Customers in the U.S. and Canada who are enrolled in a current service plan have the ability to submit incidents outside of regular business hours; those incidents must be submitted via CustomerSource.

Upon initially contacting Microsoft Business Solutions Support, customers will be asked to enter their authorized telephone number and their credit card number. After speaking with the customer, the support engineer will determine if the incident is a business-critical situation and if the customer is eligible for no-charge business critical support. In these cases, the customer's credit card will not be charged for the incident. Likewise, customers will not be charged for the support incident if the issue is related to a confirmed software quality problem.

If the incident is not business critical, if the issue is business critical but the customer is not using the latest version of the product, or if the issue is not a confirmed quality problem with the software, the customer will be charged for the incident. Flex Per-Incident Support is U.S. $65 if enrolled in an annual service plan and U.S. $95 for customers without an annual service plan.

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