Service Level Commitment
What you can expect from us when something breaks, and what we have not yet committed to.
Last updated: August 2026
Support hours
Our support team is US-based and staffed 24/7, including nights, weekends and public holidays — a register that stops mid-service does not wait for Monday. Support is the same for every customer — there is no tier that buys a faster queue, and nothing about the size of your account changes where you sit in it. What is chargeable is work rather than help: a significant reconfiguration, a data migration, or custom development. The fastest way to reach a person is the phone number on our contact page.
Response targets
We aim to respond to any enquiry within one business day, and we say so on every page that asks for your details. For a register that is down during service, call 1-225-573-9244 rather than emailing — a phone call gets a person immediately.
Availability
This document does not state a contractual uptime percentage, and that omission is deliberate: we do not currently publish a measured one, and quoting a figure we cannot evidence would be worse than leaving it out. If uptime is contractual for your purchase, raise it during the demo — we will put a specific commitment in writing for your agreement rather than point you back at this page.
Planned maintenance
Where maintenance requires downtime we schedule it outside US business hours and tell affected customers in advance.
Escalation
If an issue is not moving, ask for it to be escalated — by name, on the same thread. We would rather you did that than wait politely.