Management One™ Office Hours

• Monday through Friday: 8:00 AM – 5:00 PM (AZ-MST)
• During these hours, all members of the Management One™ team are available to respond promptly. Messages received outside of these office hours will be addressed as soon as possible, starting the next business day.

After-Hours and Emergency Designation

Management One™ understands that urgent issues may arise outside regular business hours and will prioritize these accordingly. The following scenarios are designated as emergencies:

• Retail Orbit™ system down
• Retail Orbit™ System bug or issue breaking plan updates

While all non-emergency issues are addressed promptly during business hours, emergencies will be given immediate attention. Other issues are handled according to their priority within regular office hours.

Management One™ Retail Orbit™ Support Desk Hours

• Monday through Friday: 8:00 AM – 5:00 PM (AZ-MST) (Best-effort response time: 1 hour)
• Saturday through Sunday & Holidays: 8:00 AM – 5:00 PM (AZ-MST) (Best-effort response time: 3 hours)

The primary focus of the Support Desk is to ensure accurate and timely delivery of plans and reports. Issues that impact these deliverables will be prioritized.

Support Desk Protocol

To maintain efficiency, affiliates are encouraged to utilize the Retail Orbit™ training and development resources before reaching out to support. This approach helps streamline issue resolution and ensures the support team focuses on critical issues. Future enhancements will continue to be made to our training materials to ensure affiliates have the tools they need.