Service Level Agreement (SLA)

Last Updated: January 2026

This SLA describes service response times for POS, software support, AMC customers, and remote desktop services.

1. Support Channels

Customers can reach us via WhatsApp, phone, email, or ticket reference number.

2. Response Time

• Critical Issues: 2–4 hours
• High Priority: Same day
• Normal Issues: Within 24–48 hrs
• AMC Customers: Priority handling

3. POS Support

• POS software installation
• Backup restoration
• Invoice / GST setup
• User access issues
• Printer setup & hardware support

4. Remote Support SLA

• Available all India
• Session scheduled based on availability
• Multiple devices can be covered with AMC

5. Onsite SLA

Available only in Bardez, Goa.

6. Exclusions

• Damage caused by customer misuse
• Third-party software corruption
• Internet or electricity issues