Technical Support Policy

Customer Technical Support

Welcome to TillSense's Technical Support for Cash Registers. Our goal is to ensure the smooth operation and functionality of your Point of Sale (POS) system. This policy outlines the support services we provide to assist you in resolving any technical issues efficiently 

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1. Scope

This policy applies to all customers who have purchased or are using TillSense's POS systems. It covers technical support services provided by our team.​

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2. Support Channels

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• Online Portal: Access our online support portal 24/7 for self-service troubleshooting guides, FAQs, and knowledge base articles.

• Website Live Chart: Find the live chart on the right bottom side. Available immediate for any enquiries.

• WhatsApp: Message us to get your own one-on-one support via whatsapp messenger its available 24/7.

• Phone Support: Contact our technical support team during business hours for immediate assistance.

• Email Support: Reach out to our support team via email for urgent emergency issues or inquiries.

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3. Technical Support Hours:

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 Our technical support team is available during the following hours:

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• Monday to Friday: 8:00 AM - 18:00 PM [Timezone]

• Saturday & Sunday: Closed. Only emergency. Please get in touch with +27 73 151 6096 for urgent issues

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4. Response Time:

We strive to respond to all support inquiries within 24 hours during business hours. Response times may vary depending on the severity of the issue and the support channel used.

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5. Issue Severity Levels

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• Critical: System down or severe impact on operations. Response and resolution time: Immediate.

• High: Major functionality impaired. Response and resolution time: Within 24 hours.

• Medium: Minor functionality impaired. Response and resolution time: Within 1 business hours.

• Low: General inquiries, feature requests, or minor issues. Response and resolution time: Within 1 business days.

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6. Escalation Procedure:​

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If you are unsatisfied with the support provided or if your issue requires further attention, you may request to escalate the issue to a higher level of support. Our escalation procedure ensures timely resolution and customer satisfaction.

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7. Software Updates and Maintenance

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We regularly release software updates and patches to improve system performance, security, and functionality. Customers are encouraged to keep their POS systems up-to-date to benefit from the latest features and enhancements.

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8. End of Life (EOL) Policy

We provide support for our POS systems for a defined period after the end of life (EOL) date. After this period, we may discontinue support for older versions of our software to focus on supporting the latest technologies and innovations.

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9. Customer Responsibilities

• Provide accurate information about the issue encountered.

• Follow troubleshooting steps outlined by our support team.

• Keep POS systems updated with the latest software patches and updates.

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10. Feedback and Improvement

We value your feedback to continuously improve our technical support services. Please share your experience and suggestions for enhancements to help us better serve you.

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10. Contact Information

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For technical support inquiries, please contact:

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• Phone: Support Phone Number: +27 60 888 4041

• Email: Support Email Address: support@tillsense.com  Customer support is available 24/7 for emergencies.

• For immediate assistance on weekends, please dial +27 60 888 4041 for emergency issues only

For non-urgent matters, please contact us during regular business hours.​​