Cosoft Support Policy

The Cosoft Support team is committed to providing the best possible support to our customers. To ensure that we meet this goal, we have clarified our support policy below. 

• We offer up to three hours per month of telephonic and/or remote desktop support to customers who pay for monthly support.

• Our support agents are instructed to keep the call and/or remote desktop time under 20 minutes per session as often as possible to ensure fair and efficient support for all customers.

• We do not perform administrative tasks on the point of sale system on behalf of the user. This includes tasks such as adding employees, managing permissions, or enabling/disabling menu or stock items. 

  • If a customer needs assistance with these tasks, we can provide guidance and advice or book training sessions.

  • If a customer wishes for administrative tasks to be performed by Cosoft staff, we will bill separately for the time taken to accomplish the task.
    
    

• We will not provide support for 3rd party hardware or software that is not part of the POS ecosystem.

• Customers are encouraged to utilize self-help resources such as our online documentation and knowledge base to find solutions to common issues.

• Cosoft reserves the right to judge how much support we are able to provide in excess of the three hours allocated

• Cosoft support agents will strictly adhere to our Data Security Policy

The Cosoft Support team is dedicated to providing efficient and effective support for our customers. If you have any questions or concerns about your support package or the support provided, please contact us at support@cosoft.co.za