RTIconnect is a fully integrated restaurant management system, which includes these components: Web Reports Daily Sales Reporting

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1 Following are some commonly asked questions to help you get started with RTIconnect. Getting Started 1. What functionality is included in RTIconnect? RTIconnect is a fully integrated restaurant management system, which includes these components: Cash / Till Management Food Cost / Inventory POS Interface Web Reports Daily Sales Reporting Food Prep Punch Processing What-If Analysis Drive-Thru Timer Interface Employee Scheduling eordering / einvoicing* In-Store P&L Inventory Validation Offline Mode Sales Forecasting/ Projections Store-to-Store Transfers Workflows *eordering and einvoicing are subject to vendor availability 2. Can RTIconnect interface with my POS? RTIconnect iinterfaces with more than 30 POS types, including most major POS companies such as: Aloha Focus Panasonic SICOM Brink MICROS Par WAND FasFax NEC Radiant Xpient Please check our website for a current list of RTIconnect Interfaces. We are constantly developing new interfaces, so if your POS is not on our current list, we will gladly research its compatibility. In most cases, we can develop an interface for your system. 3. What type of computer and operating system will I need? A complete system requirements sheet is available from your Account Manager. RTIconnect is compatible with the major Microsoft business-class operating systems (not Home versions) and most of today s IBM-compatible PC s.

2 4. My POS system has a PC in the manager s office. Can I use this PC for RTIconnect? Possibly, if it meets the system requirements for RTIconnect. First check with your POS provider to ensure that you can load other software on this PC, and that the OS version needed for RTIconnect is compatible with your POS operation. 5. Can I access RTIconnect from any computer connected to the Internet? You can access RTIconnect Web Reports and KBI dashboards from virtually any computer or web-enabled device (ipads, smartphones, Internet kiosks, etc.) The full RTIconnect application can be accessed from any internet-enabled computer where the system components have been installed. This version requires the Microsoft.NET framework and Report Viewer 2010 (available as a free download from Microsoft). Setup, Training & Support 1. How long does it take to complete my setup? To customize the RTIconnect database for your operation, it takes days from the time we receive your completed setup questionnaires. 2. Why do I have to fill out the setup questionnaire? The setup questionnaires provide us with information that is very specific to your business and they allow us to customize the RTIconnect database to integrate tightly into your current store processes. The more information we have about your business, the better able we are to deliver a system that will provide benefit right away. 3. How will my managers learn the RTIconnect system? Video tutorials provide a self-guided tour of the system and introduce the menu functionality and basic steps necessary to perform everyday tasks in RTIconnect. These tutorials are a required prerequisite to instructor-led training. For most installations, training is completed via instructor-led online classes with your custom RTIconnect database. Using web and phone conferencing, the online classes cover each area of functionality within the system, and provide live interaction with your trainer. A dedicated support representative will be assigned to your company through your first processing cycles in each RTIconnect module.

3 4. What about our ongoing learning needs (as managers change, etc.)? The initial RTIconnect training for your company is based on a Train the Trainer approach, where our training and implementation consultants teach you and/or your designates (usually a supervisor, district manager, etc.) how to use the system. We provide you with the level of knowledge necessary for you to train your restaurant managers and office users on an ongoing basis. Of course, support is available to your company trainer during normal support hours to assist with any questions that might arise. There are also other resources available to you for ongoing training needs, including: A complete online help system, which provides detailed content and examples for major areas of system functionality. Help videos, which show the user how to perform specific RTIconnect tasks. 5. When does my initial RTIconnect subscription start and when will I be billed for renewal service? Your RTIconnect subscription begins after completion of your first training session. We will apply the subscription prepayment from your original RTIconnect purchase to the current quarter on a prorated basis. Any coverage will be applied to your first renewal, which will be sent to you about 30 days prior to the start of the next quarter. All renewal fees are billed quarterly in advance. 6. Who do I call for support? What are our support hours? Level 1 support for your stores (how-to and procedural questions, Internet connection issues, etc.) is provided by your company s RTIconnect trainer/administrator (usually a supervisor, district manager, etc.). Please see our Support Issue Escalation Chart below. Level 2 support for your trainer (complex operational questions and software technical support) is provided by RTI during our normal support hours. Our support hours are: Monday Thursday 8:30 am to 7:00 pm EST, and Friday Sunday 8:30 am to 5:00 pm EST. Please see our Support Issue Escalation Chart below. After-hours emergency support and monitoring is handled by us on a 24x7 basis. Support Issue Escalation Chart Level 1 Support Level 2 Support a) Stores escalate issues to their company s RTIconnect Administrator. If the issue cannot be resolved by the Administrator, the Administrator contacts Client Services for assistance from a Level 1 Support Representative. b) If the issue cannot be resolved by the Level 1 Support Representative, it is escalated to Level 2 Support. c) Client Services Level 2 Support Representative responds. d) As needed, Client Services Level 2 escalates to Quality Assurance Department for research/testing. e) As needed, Quality Assurance Support escalates to Development

4 7. I m most concerned about food costs. Can I implement just one component of the RTIconnect system? Yes. Because RTIconnect contains so much functionality, we would recommend a phased implementation. For example, you might implement the food section (inventories, eordering, prep sheets, etc.) and then move to labor, then to cash, etc. Your RTIconnect Account Manager will help you develop an implementation plan that meets your goals. Using RTIconnect 1. Will RTIconnect interface to my accounting software? RTIconnect provides accounting export files in standard file formats that can be imported by many of today s popular accounting systems. If your accounting system requires a specific import format, a custom interface may be created for an additional fee. 2. Does my food vendor participate in RTIconnect s eordering and einvoicing programs? For a list of our participating food vendors, please visit our website. We continually develop new eordering interfaces, so if you have a vendor that is not on our current list, we will be glad to talk to them about participating. In most cases, we will be able to develop an eordering interface for your major food vendor. 3. What type of data security is in place? Can others access my data via the Internet? RTIconnect has built-in role-based security that allows you to control who accesses your information and which menu options they can select. You determine the appropriate access at all levels of your organization, and you can add, delete or modify users and passwords in your database at any time.

5 4. Where does my data reside? What backup/recovery processes are in place? Your RTIconnect data is secure in a SSAE 16 Type II accredited data facility, meaning that it provides the greatest protection for your data against catastrophic events such as fire, tornadoes, floods, etc. Located in Alpharetta, Ga., the facility has multiple redundancies for power systems (run by generator) and cooling systems, and Internet connectivity through multiple carriers. Other benefits are 24/7 monitoring, user-level security access, and extremely robust network infrastructure. Also, we store our off-site backups at Iron Mountain, the world leader in data backup and recovery. 5. How long will my data for each store be retained in the RTIconnect database? The chart on the next page shows the Default Retention Period, which determines how long each data type is routinely backed up and maintained. If you need to keep data in RTIconnect longer than the default period, you can purchase an optional Extended Retention Package for a nominal fee. Data Type Cash/Tills Product Mix Orders Food Cost Reporting Items Hourly Sales Projections Time Punches Schedules Special Events Messages Store Audit Log Admin Audit Log Error Log Default Retention Period (No additional fee) 2 15 Months 13 Months 2 Years Extended Retention Package ($10/store/month) 25 Months 3 Years 6. Is the RTIconnect system available 24 hours a day, 7 days a week? What has been your track record on down time? RTIconnect is typically available 24x7 with the exception of scheduled maintenance. Maintenance is generally scheduled on an as-needed basis and averages no more than once a month. Each maintenance period lasts for 2 hours or less. From time to time, more substantial system maintenance may be required, and we will notify your users well in advance of any planned maintenance downtime. Our goal is to provide 99.9% uptime for RTIconnect.

6 7. Can my menus and workflow lists be customized to mirror my existing internal processes? Yes. We can assist you in modifying the RTIconnect menu and workflow lists to closely follow your current operationalprocesses minimizing training time in your restaurants.. 8. Can I interface to other applications through the RTIconnect menu? Yes. On the store menus (button-style), you can add menu options that call other programs, such as , spreadsheets, and other software programs. 9. I d like to see a new feature in RTIconnect. How do I submit my request? You may submit a detailed description of your request to us. All enhancement requests are welcomed and carefully evaluated, but please understand there is no guarantee that we can implement your specific request. We deploy enhancements in 6 or more version updates per year in the following manner: We are obligated to deliver on existing commitments first. We generally have about months of development work scheduled at any given time, most of which is the result of customer feedback. To manage this, we prioritize changes based on their potential benefit to all RTIconnect users and the resource time we have available. When a new request is deemed to be extraordinarily beneficial to our clients, we try to move it up in the schedule. Because we maintain a single code base for all clients instead of custom code, it takes time to modify, test, and distribute it. The single code base makes it possible for us to deliver and support a quality product at a reasonable price. (By controlling our overhead, we help you control yours!) Every change goes through an intense Quality Assurance process not only testing the change but retesting the entire system to make sure it works as expected after the enhancement is implemented. Also, every change is tested to ensure that it doesn t adversely affect any client who chooses NOT to use it. We test software changes with all leading Windows business operating systems, many different POS configurations, and in a multitude of circumstances. This process is time consuming and expensive, but we think it s the right thing to do to ensure a quality user experience. As an alternative to our normal enhancement process, you may request a custom quote for your changes. For details, please contact your Account Manager. More questions? Please call your Account Manager.