Effective date: 19 August 2025

1) How to reach us

• Email: [email protected]

• Phone/WhatsApp: +8801568-393815

• Support hours: 10:00–08:00 PM, Sat–Thu, excluding public holidays. (Friday Off)

2) What support includes (no extra charge)

• Hardware setup & basics: Connecting POS printers, barcode label printers, scanners, cash drawers; driver/firmware guidance.

• Supplies guidance: Label sticker/POS roll compatibility and print settings.

• Software help: Installation, activation, onboarding basics, configuration, bug reporting, and updates.

• Warranty assistance: RMA guidance for eligible products (see Return Policy/Warranty).

3) Response targets (best effort)

• First response: within 1 business day.

• Workaround/next steps: typically within 2–3 business days depending on issue complexity and parts availability.

4) Customer responsibilities

• Provide order info (invoice/serial), photos/videos of issues, and access for remote troubleshooting when requested.

• Use genuine consumables and follow operating specs (power, cables, media types).

• Maintain stable internet and backups for inventory software.

5) Out-of-scope (billable if requested)

• On-site visits, advanced networking, data recovery, custom reports/integrations, training beyond onboarding, issues caused by third-party mods, physical/liquid damage, or misuse.

6) Replacements & RMAs

• Defective on arrival (DOA) or warranty claims follow our Return & Refund Policy and any manufacturer warranty terms. RMA required before sending items.

7) Remote access & data

• We may request secure remote access to diagnose software issues. You’ll approve sessions case-by-case. We don’t keep your credentials.

8) Changes

• We may update this Support Policy. The “Effective date” will reflect the latest version.