30 Days Free Support

At TillSense, we are committed to ensuring that your business operates smoothly with our POS systems and software. To support you during the transition period, we offer a 30-day free support policy after the purchase of a complete POS system or POS software. This policy outlines the scope, limitations, and conditions of our free support services.

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1. Eligibility

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This 30-day free support policy applies to:

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• Customers who purchase a complete POS system (hardware and software) from TillSense.

• Customers who purchase electronic cash registers (ECR's)

• Customers who purchase POS software from TillSense.

• The free support period starts from the date of purchase.

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2. What’s Included in Free Support?

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During the 30-day period, customers can access:

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2.1 Technical Assistance

 

• Software Setup & Installation: Assistance with installing and setting up the POS software on compatible hardware.

• Configuration Support: Help configuring tax settings, user accounts, payment options, and other business-specific settings.

• Basic Training: A walkthrough of key POS system functions (e.g., adding products, processing sales, generating reports).

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2.2 Troubleshooting & Issue Resolution

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• Bug Fixes & Error Diagnosis: Addressing software-related errors, connectivity issues, or minor hardware malfunctions.

• Remote Assistance: Support provided via phone, email, WhatsApp, or remote desktop sessions.

• Guidance on Hardware Connectivity: Assistance in connecting peripherals such as printers, scanners, and cash drawers.

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​2.3 General Support

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• Usage Guidance: Helping users understand POS system features and functionalities.

• Best Practices Advice: Recommendations on efficient system usage, data backups, and maintenance.

 
3. What’s Not Included? 

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To ensure fairness, the following are not covered under free support:

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• On-Site Support: Physical visits for troubleshooting or setup are available at an additional cos

• Training Beyond Basics: In-depth training for multiple staff members or advanced business-specific training is a paid service.

• Third-Party Integrations: Assistance with third-party apps, plugins, or custom integrations is not included.

• Hardware Replacement & Repairs: If a hardware issue is due to a manufacturer defect, it may be covered under the product warranty.

• Network & Internet Issues: Connectivity problems related to a customer’s internet provider or internal network are outside our scope.

• Customization Requests: Custom software modifications, special feature developments, or tailored configurations are billed separately.

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6. How to Access Support

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​Customers can reach our support team via:

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• Phone: +27 60 888 4041

• Email: support@tillsense.com

• WhatsApp: +27 74 816 6307

• Live Chat: Available on the bottom right corner

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Support hours: Monday – Friday, 8 AM – 6 PM (excluding public holidays).

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​​5. After the 30 days

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After the free support period ends, customers can:

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• Continue support with a paid support plan. We offer different plans based on your business needs.

• Request on-demand support. Ad-hoc assistance is available at an hourly rate.

• Refer to our self-help resources. Access guides, FAQs, and tutorials on our website.

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6. Paid Support Plans (After 30 Days)

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Once your free 30-day support period ends, you can choose from the following support options:

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6.1 Pay-As-You-Go Support (For occasional assistance)

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• 💳 R250 per session (up to 30 minutes of remote support)

• 💳 R450 per hour (for extended remote support)

• 💳 R800 per on-site visit (Gauteng region only, excludes hardware repairs)

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6.2 Monthly Support Plans (For ongoing support needs)

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💼 Basic Plan – R299/month
✅ Remote support (up to 3 incidents per month)
✅ Minor configuration changes
✅ Email & WhatsApp priority responses

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🚀 Standard Plan – R599/month (Best for small businesses)
✅ Unlimited remote support
✅ Software updates & minor configurations
✅ Priority troubleshooting
✅ Basic training for new staff

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Premium Plan – R999/month (For larger businesses & multi-branch setups)
✅ Unlimited remote support + 1 on-site visit per month (Gauteng only)
✅ Advanced software training for staff
✅ Assistance with third-party integrations (if compatible)
✅ POS performance optimization

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How to Subscribe or Request Support: 

Email: support@tillsense.com or Call: +27 60 888 4041 

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7. Additional Services

📦 Hardware Repairs & Replacements – Priced separately based on the issue.
📊 Data Backup & Recovery – R500 per recovery session.
🔗 Custom Software Modifications – Quoted based on requirements.

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8. Policy Amendments

TillSense reserves the right to modify this support policy at any time. Changes will be communicated via our official website or customer email notifications.

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For further inquiries, contact TillSense Support.​​​​​​