Stride Retail Support Agreement

All Stride software packages includes basic support. The support team is here to assist you by providing documentation, clarifications on system features, and investigating system issues. 

Currently Stride provides two methods for submitting a support ticket. (see user guide here)

1. Using a web form 
2. Sending an email to support@strideretail.com

Submitting support tickets through other channels will be rejected. 

While Stride aims to address all support tickets promptly, excessive requests for guidance that could be resolved through existing documentation may experience delays in response times. Customers are urged to utilize Stride Documentation and Stride University as the first resource for resolving issues, which often provide immediate answers and solutions.

Stride's support does not include training sessions, implementation services, consulting, or other business specific assistance. Correcting configuration or data errors caused by system users is not part of support. Understanding the system and maintaining proper data is the sole responsibility of the user.

For urgent issues that impact core business operations, such as an inability to accept payments or access to the software as a whole, an AI Phone processing service is available. Our phone system will transcribe the call and send a notification to our team for prompt attention. Please reserve use of this emergency line for critical transaction and access issues only. Misuse or non-critical use of the emergency line may result in a warning or restriction of access to this service.

Support related to development, customizations, or non-standard use of the software might require a separate agreement. 

Determination of whether a specific request falls under the standard support agreement will be made at Stride Retail's discretion.

By using Stride's software services you agree to these terms of support.

Full terms and conditions can be found here.