Retail Software Support Plans | HomeSource Systems

HomeSource Support

Support that scales with your operation.

HomeSource Support now includes Doc, your AI assistant, built right into the system you already use. Anyone on your team can ask Doc a question and get an answer in seconds, no waiting, no hunting. When a question needs an actual person on our team, that is where the tiers come in: each one sets how fast you hear back and how many team-assisted support requests you get over the year. Every client starts on Basic, included with your subscription.

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Clear response times

You know exactly when to expect a first reply. No guessing, no vague "as soon as possible." Every tier publishes its response window and your team can plan around it.

Defined channels

Messenger, email, or phone, depending on your tier. No hidden access levels, no surprises about what's included. What's in your tier is what you get.

Every tier protected

Critical production outages follow an emergency incident process separate from tier response times. Every client gets that protection. Every tier, including Basic.

Included at Every Tier

What every tier includes.

The foundation is the same regardless of where you start.

Doc, your AI assistant

Ask Doc a question any time and get an answer in seconds. Included at every tier.

Knowledge Base access for the whole team

The HomeSource Knowledge Base is searchable, indexed, and updated as the platform changes. Available to every client.

Emergency incident process, no exceptions

Critical production outages skip the normal support queue. Every tier, including Basic, routes to an emergency response process when something is down.

Phone support with up to 2 named contacts, available on Premium

Premium authorizes up to 2 named contacts to submit team-assisted support requests by phone and own escalation. Accountability is clear on both sides.

Annual team-assisted support request counts that reset

Team-assisted support request counts reset every January 1. For new clients, counts begin on your official Transition to Support date, pro-rated for the remainder of the year.

Tier Fit

The right tier for how your team actually operates.

A 10-person appliance dealership and a multi-location furniture operation don't have the same support needs, and they shouldn't be paying for or limited to the same thing. HomeSource Support matches your tier to your volume, your hours, and whether your team can wait two days for a reply or needs a response before end of business. If you outgrow your tier, the path to upgrade is clear and available at any time.

The Tiers

Which tier fits your operation.

Where every client starts

Basic

Included

For smaller teams with low, predictable request volume.

Online support Messenger access
Response within 2 to 3 business days
25 team-assisted support requests per year
Doc, Knowledge Base & emergency process

The starting point for every HomeSource client, included with your subscription.

The step up

Standard

For growing retailers who need faster replies to keep operations moving.

Response within 1 to 2 business days
50 team-assisted support requests per year
Discount on Nexus conference registration
Everything included in Basic

The natural step up when Basic's limits start showing.

Most capacity

For high volume

Premium

For high-volume teams that need phone access and extended hours.

4 to 8 business-hour response time
Extended hours until 7pm ET
120 team-assisted support requests per year
Phone support, up to 2 named contacts
Enhanced Nexus discounts

Built for multi-location operators and stores running hard at month-end.

Response time is first reply, not full resolution.

Every tier's response time reflects when your team-assisted support request gets its first reply from the support team, not when the issue is fully resolved. Complex issues take longer. What you're buying is a defined window where a real person acknowledges your issue, assesses it, and starts working on it. Not a guarantee that every problem closes in four hours.

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Common Questions

What clients ask before choosing a tier.

Is Basic really included, or is it a free trial?

Basic is included with every HomeSource subscription. It's not a trial tier or a time-limited offer. If your team's request volume and response time needs fit within Basic, you don't pay extra for support.

What happens if my team submits more team-assisted support requests than my tier allows?

If a Basic or Standard client exceeds their annual team-assisted support request limit, they're automatically moved to the appropriate higher tier. The additional usage is billed at that tier's rate, pro-rated for the remainder of the term. Premium clients who exceed 120 team-assisted support requests can purchase additional request blocks rather than being auto-upgraded.

Can I upgrade my support tier at any time?

Yes. Tier upgrades are available at any time during your subscription. You don't have to wait for renewal to step up from Basic to Standard or from Standard to Premium.

What counts as a team-assisted support request?

Asking Doc is included and never counts against your tier. A team-assisted support request is only counted when a HomeSource team member handles it personally. Back-and-forth messages, follow-up replies, and updates on the same issue do not add to your count. Counts reset every January 1.

Does every tier get the Emergency Incident Process?

Yes. Critical production outages follow a separate emergency response process that is not tied to your tier's standard response time. A Basic client with a production outage is not waiting 2 to 3 business days. That issue routes through the emergency process. Every client, every tier.

What's the difference between Support and Implementation?

Support handles operational questions and issues once your system is live. New implementations, major platform changes, and project-based work route through the HomeSource services team. If you're not sure which team to contact, start a team-assisted support request and the team will route it appropriately.

Ready to talk through your support options?

A HomeSource team member can walk you through each tier and help you figure out what actually fits your team's volume and pace.

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