RTI 2000 Support

We offer quality customer support that is unmatched in the industry. Our helpdesk provides toll-free telephone assistance, extended support hours, and faster-than-average response times.

Combined, our support staff has a wealth of experience with RTI applications. And each member of the team has an area of expertise—in accounting, restaurant management, or hardware/operating system concentrations. All of the team members bring pertinent “real world” experience to the RTI support environment, and stand ready to handle both your simple “how-to” questions and more complex research tasks. With direct access to our development staff, they can provide prompt assistance on even the most complicated issues.

Our normal support hours are:

8:30am–7pm EST, Monday–Thursday
10am–5pm EST, Friday (support meeting 8–10am)

Requesting Support: Easy as 1, 2, or 3!

You can request support in three different ways:

Online Support Request

RTI’s online support option lets you request help directly from your RTI 2000 software Help menu. Your support request is sent to RTI using your internet connection. After receiving your response, a qualified RTI support rep will call you to address your question, usually within about 20 minutes.

Voice-mail: Don’t hold; leave a message

Call us toll-free at 800-937-1290. RTI’s phone system uses a modified voice-mail plan that is designed to handle your call quickly... and keep you off “hold.” When you dial RTI, simply select option 1 for support. Leave us a detailed message, and a support rep will be in touch with you shortly, usually within 20 minutes. Unlike some other voice-mail systems, ours allows you to reach a “live” person, our operator, at any time.

1-800 Support: Live and in person

Between 8am–5pm Monday through Friday, you can always leave your support request directly with our operator by calling us toll-free at 800-937-1290, and selecting “0.” You may experience a brief wait while our operator assists other callers, but it won’t be long. Our operator will enter your support request into our RTI’s Call Tracking system, and a support rep will return your call as soon as possible.

All support calls are answered on a first-come/first-serve basis. Messages left after-hours, during weekends, and on holidays will be answered during regular business hours.

Additional Support Resources

On-screen User Guides

Every RTI 2000 application has a complete on-screen manual that lets you electronically search for the help that you need. You can access the on-screen user guides from any RTI 2000 application’s Help menu.

Tutorials

Our easy-to-understand, self-paced tutorials provide a solid overview of each application. Each tutorial has step-by-step exercises that take you through a processing cycle. The tutorial contains data for a fictitious company, letting you try out program features without affecting your real company data.

Knowledge Base

Have a question about your RTI software? Chances are, your question is answered in the RTI 2000 Knowledge Base. You can access the Knowledge Base directly from your RTI 2000 Help menu, and also in the RTI 2000 Support section of our Web site. This 24-hour online service from RTI gives you access to a wealth of information to enhance your use of RTI software.

Client Newsletter

Our informative newsletter, Techtalk, provides you with product how-to’s, ideas, and timesaving tips. Also read how clients use RTI 2000 software to save time and money—and even get advice from fellow operators!

User Forums

Now you can post questions and share solutions with other RTI software users—24x7! Use the RTI User Forums option on the Support section of our Web site to ask questions, find answers, and even talk to other owner/operators of the same franchise in a private discussion area.

Why we use “Callbacks”

Our approach to support may be a little different than what you’ve experienced with other software companies. Through years of experience, we’ve found that using a “callback” system enables us to provide the highest quality of support and minimize the interruption to your day. Here’s how it works:

When you request assistance from RTI, we create a “log” detailing your request. Your log goes into our Call Tracking system with other incoming calls, and then our support reps return calls on a “first-come/first-served” basis.

The callback approach lets you ask for help, and then get off the phone and back to the business of running your restaurants (instead of waiting on hold for the next available support rep). It also allows us to do our homework—and match the right resource to your call. For instance, if your call requires advanced assistance, the log may be immediately escalated to a specialist in your product.

So how long does it take to get a callback? We typically return calls within 20 minutes—and often faster. Of course during busier times, it might take slightly longer.

We believe you’ll find that our callback approach is a great fit to efficiently meet your support needs.