What can we help with?

This article covers an overview of what type of support eTailPet offers, support hours, contact methods, and help ticket access. Take a look at how we support you!

Support Overview

• eTailPet engineers respond to active system-wide incidents 24 hours a day, 7 days a week, 365 days a year. eTailPet support responds to after-hours support requests on a best-effort basis.
• Our standard support provides guidance and “how-to” instructions via online chat or the Service Desk ticketing system. Enhanced support is available at a cost to cover specialized onboarding, database management, and more.

Support Hours

Phone calls and email tickets submitted outside of these hours will receive a response within two business days. Urgent support requests will be answered on a best-effort basis after hours. However, please note that eTailPet does not provide any guaranteed response time. eTailPet considers urgent requests to be situations in which a location is entirely unable to perform sales transactions and collect payments. For more information on our bug fix policy, click here.

Monday-Friday

Email Tickets: 8:00 AM-4:30 PM (MDT)

Phone: 8:00 AM-4:30 PM (MDT)

Saturday

Closed

Sunday

Closed

Included Support

eTailPet assists with everyday operations in the software (like finishing a transaction on a register), defect reporting, and new feature requests. eTailPet also provides end-user support in the form of general guidance, “how-to” instructions, and problem troubleshooting.

Database management and operations support are NOT included. Support requests received after hours will be answered on the next business day when possible, but may take up to two business days. 

Regular Support Includes:

• Incident Support: Identifying and troubleshooting problems in the system.
• Identifying and documenting reported bugs.
• Guidance around system implementation and configuration.
• Integration support with other eTailPet products.
• Providing Knowledge Base articles and videos.
• eTailPet Payments Support
  
  

Regular Support Does Not Include:

• Wi-Fi/Networking/Internet Issues
• End of Life, Beta, or Development Releases
• Customized Versions of eTailPet Products (Meaning the original product code has been modified.)
• Development Questions or Requests
• Third-Party Application Integrations or Third-Party Plugins Such as Astro Loyalty
• API Support
• Product Training
• Storefront Website Setup / Customization Help
• Database Management (e.g. changing of promotions or product pricing)
• Support in Languages Other Than English
• Professional Services, Including Reporting or Transactional Reconciliation
• System and Performance Tuning
• Dedicated Customer Success Manager
• Email Support (with the exception of support@etailpet.com)
• Deployment and Capacity Planning
• Installation and Upgrade Services
• Hardware Support (e.g. scanners, printers, label printers, cash tills, monitors)
  • While we don't provide hardware support, you can read our article on Hardware Setup and Troubleshooting by clicking here.
    
• Clover Connect Merchant Processor Support or Other Credit Card Terminal Support Outside of Basic Troubleshooting
  
  

Phone Support:

Phone support is available at (323) 370-0738, option 2. Call as often as needed and we'll work with you to help you however we can!

Standard Support Delivery

Support Channels:

• eTailPet support can be contacted via e-mail at support@etailpet.com.

• Emailing eTailPet staff directly is prohibited unless they contact you directly. 

   

On-Site Support

On-site support is rarely required, even for new installations. However, in the event you would like on-site support services, the fees from eTailPet are as follows:

• On-site support services are subject to an additional fee of $175/hour + travel time and accommodations.

• On-site support is not guaranteed and depends on the availability of support resources in your region.

• Customers are encouraged to request a preliminary quote for on-site service prior to acceptance.

Onboarding & Setup

eTailPet does not offer advanced data retrieval as part of our normal onboarding process. Retailers are expected to provide information on products, customers (including account balances), gift cards, and vendor data in either CSV or Excel format so that it can be loaded into the eTailPet system.

Related Topics

Bug Fix Policy

Beta Program Policy

eTailPet Terms of Service

Frequently Asked Questions

Q: Does eTailPet support help with hardware like scanners or printers?

A: No, hardware support isn't included in regular support. Check the Hardware Setup and Troubleshooting article for help with hardware issues instead.

Q: Can I email a eTailPet staff member directly instead of going through general support?

A: No. Emailing staff directly is prohibited unless they reach out to you first — use support@etailpet.com instead.

Q: What's the cost if I need on-site support?

A: On-site support costs $175/hour plus travel time and accommodations, and it's not guaranteed — availability depends on support resources in your region. You can request a preliminary quote before committing.

Q: Will eTailPet help migrate my existing data during onboarding?

A: Not through advanced data retrieval — that's not part of standard onboarding. You'll need to provide your product, customer, gift card, and vendor data in CSV or Excel format so it can be loaded into the system.

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: You can ask any question at the number listed here. Contact our support team at (323) 370-0738 for the U.S. and (888) 370-2363 for Canada.