Regarding the "no-charge support related to problems with software quality.": I'm wondering if this would qualify as a no-charge, business critical issue....
Ever since we've used RMS over the last 2 years we've never been able to reliably do transfers at the store level; meaning that if you create a tranfer out from store A, the transer goes up to HQ and gets stuck there forever and is never viewable at store B. I've opened up 2 separate incidents regarding this issue but it's still unresolved (i'm always being pulled off to other projects and can't afford to spend the time doing the spl programming, etc. necessary to look at the problem.) So, we always have to do transfers from HQ Manager which is really a big pain in certain cases when doing store to store transfers.
So, my question is this--Yes we have found an (inefficient) work around to the problem yet it still remains. I've already confirmed with an MS tech that the software is not working properly. Transfers are critical and a daily activity for our company. Is this considered business critical that my store in LA can't transfer items to San Francisco but needs to have everything done at HQ? If not, then shouldn't it still count as a no-charge support incident since the software is not functioning how it is supposed to?