Frequently Asked Questions
Getting Started
- What functionality is included in RTIconnect™?
- Can RTIconnect interface with my particular POS system/model?
- What type of computer and operating system will I need?
- My POS system has a PC in the manager’s office. Can I use this PC for RTIconnect?
- Do I really need a high-speed Internet connection (DSL / Cable modem / Satellite)?
- Can I access RTIconnect from any computer connected to the Internet?
Setup, Training & Support
- How long does it take RTI to complete my setup?
- Why do I have to fill out the setup questionnaire?
- How will my managers learn the RTIconnect system?
- What about our ongoing learning needs (as managers change, etc.)?
- When does my initial RTIconnect subscription/support period stard, and when will I be billed for renewal service?
- Who do I call for support? What are RTI’s support hours?
- I’m most concerned about food costs. Can I implement just one component of the RTIconnect system?
Using RTIconnect
- Will RTIconnect interface to my accounting software?
- Does my food vendor participate in RTIconnect’s eOrdering program?
- What type of data security is in place? Can others access my data via the Internet?
- Where does my data reside? What backup/recovery processes are in place?
- How long will my data for each store be retained in the RTIconnect database?
- Is the RTIconnect system available 24 hours a day, 7 days a week? What has been your track record on down time?
- Can my menus and task lists be customized to mirror my existing internal processes?
- Can I interface to other applications through the RTIconnect menu?
- I'd like to see a new feature in RTIconnect. How do I submit my request?
Getting Started
1. What functionality is included in RTIconnect™?
RTIconnect is a fully integrated restaurant management system, which includes these major components:
|
|
*Based on vendor availability
2. Can RTIconnect interface with my POS?
RTIconnect interfaces with over 30 POS types including most major POS companies such as:
|
|
|
Please check our web site 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 RTI 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.
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 using it to access the Internet will not impact the operation of your POS system.
5. Do I really need a high-speed Internet connection (DSL / Cable modem / Satellite)?
RTI strongly recommends a high-speed Internet connection to ensure quick performance of the RTIconnect system.
6. Can I access RTIconnect from any computer connected to the Internet?
RTIconnect can be accessed from any Internet-enabled computer where the system components have been installed (but not typically from Internet kiosks, public computers, etc.) As a .NET application, RTIconnect is a hybrid between desktop and Web-based applications. This application structure requires installation of both the Microsoft® .NET framework (available as part of the operating system or as a free download from Microsoft) and the base RTIconnect system (available as a Web download).
Setup, Training, & Support
1. How long does it take RTI to complete my setup?
To customize the RTIconnect database for your operation, it takes from 30-60 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 that is provided either online or onsite at your loaction, depending on the RTIconnect version you select:
- For RTIconnect Express, training is done 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 RTI trainer.
- For RTIconnect Pro, training is provided on-site. On-site training encompasses 3 days of store-level and administrative training. Your RTI trainer will work directly with your store manager(s) to ensure their success with the implementation. He or she will also teach your system administrator how to manage your custom RTIconnect database, and how to provide first-level support to your stores.
With both versions, a dedicated RTI support representative will be assigned to your company through your first processing cycles in each RTIconnect module.
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, RTI 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:
- RTIconnect includes a complete online help system, which provides detailed content and examples for major areas of system functionality.
- Help videos are included, which “show” the user how to perform specific RTIconnect tasks.
5. When does my initial RTIconnect subscription/support period start, and when will I be billed for renewal service?
Your RTIconnect subscription/support period begins two weeks after you have verified that RTI is importing accurate data from your POS. RTI will apply the subscription/support prepayment from your original RTIconnect purchase to the current quarter on a prorated basis. Any overage 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 RTI’s support hours?
- Level 1 support for your stores (how-to and procedural questions, Internet connection issues, etc.) is provided by your company “trainer” (usually a supervisor, district manager, etc.).
- Level 2 support for your trainer (complex operational questions and software technical support) is provided by RTI during our normal support hours. Our current support hours are Monday–Thursday 8:30 a.m. to 7 p.m. EST, and Friday 10 a.m. to 5 p.m. EST.
- After-hours emergency support and monitoring is handled by RTI on a 24x7 basis.
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 stanard 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?
We have many participating food vendors for eOrdering, including:
|
|
*North Star Foodservice does not provide FTP service. Users
must attach their orders to emails and send to North Star.
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.
4. Where does my data reside? What backup/recovery processes are in place?
Your RTIconnect data is secure in RTI’s 24x7 data center in our Marietta, Ga., facility. Our data center is monitored 24 hours a day, 365 days a year, and is designed to provide you with far more fail-safe capabilities than a typical office environment. This includes a temperature-controlled server room, redundant servers, dual T1 connectivity, backup power generator, 3x daily backups, and other fail-safe components/processes to ensure the integrity and availability of your data.
5. How long will my data for each store be retained in the RTIconnect database?
The chart below shows the Default Retention Period which determines how long each data type is routinely backed up and maintained by RTI. 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 |
Default Retention Period (No additional fee) |
Extended Retention Package ($10/store/month) |
| Cash/Tills | 5 Years | 8 Years |
| Product Mix | 26 Months | 5 Years |
| Orders | 90 Days | 6 Months |
| Food Cost | 15 Months | 25 Months |
| Reporting Items | 5 Years | 8 Years |
| Hourly Sales | 5 Years | 8 Years |
| Projections | 13 Months | 5 Years |
| Time Punches | 2 Years | 5 Years |
| Schedules | 2 Years | 3 Years |
| Special Events | 5 Years | 8 Years |
| Messages | 90 Days | 6 Months |
| Store Audit Log | 90 Days | 6 Months |
| Admin Audit Log | 90 Days | 6 Months |
| Error Log | 90 Days | 6 Months |
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, which averages 2 hours or less per week. 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 the RTIconnect product; we have consistently met this goal since inception of our RTIconnect data center in 2003.
7. Can my menus and task lists be customized to mirror my existing internal processes?
Yes. RTI can assist you in modifying the RTIconnect menu and task lists to closely follow your current operational processes - 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 email, 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 your RTI Account Manager or Client Services Representative. RTI deploys enhancements in 2-3 major software version releases per year with minor releases in between. All enhancement requests are welcomed and carefully evaluated, but please understand there is no guarantee that RTI can implement your specific request. While it may seem “quick and easy” on the surface, that is seldom the case. Here's why:
Of course, we are obligated to deliver on existing commitments first. We generally have about 18-24 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 a little longer to modify, test, and distribute it. The single code 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 ensure it is working as expected after the change is implemented. Additionally, each change is tested to ensure it doesn’t adversely affect any client NOT using it. We test our software changes with leading Windows operating systems (and their many versions and models), with the integration of several different POS brands and versions, and in a multitude of circumstances. As the variety and number of PCs and peripheral systems grow, our testing time rises also.
As an alternative to our normal enhancement process, you may request a custom quote for your changes. For details, please contact your RTI Account Manager.
More Questions?
Please call your RTI Account Manager.