Last updated: 1 March 2026
Effective date: 1 March 2026

This Support & SLA Policy (“Policy”) is an Additional Term incorporated by reference into the ET Cloud POS Terms of Service (the “Agreement”). Capitalised terms not defined in this Policy have the meanings given in the Agreement.

This Policy describes the support channels, hours, severity definitions, and service level targets applicable to the Services.

1. Scope

1. This Policy applies to support for the Company’s Services provided directly by the Company.

2. This Policy does not cover: (a) third-party services or integrations; (b) Merchant-managed devices, networks, printers/peripherals not supplied by the Company; (c) issues caused by Merchant configuration or misuse; or (d) professional services/custom development unless included in an Order Form.

3. Any higher support levels, dedicated account management, on-site support, custom SLAs, or service credits are applicable only if expressly stated in an Order Form.

2. Support Channels

Support requests (“Tickets”) may be submitted through one or more of the following channels (as made available for the Merchant’s Subscription):

• In-app support / helpdesk portal

• Email support

• Telephone / WhatsApp support (where provided for the Merchant’s plan)

A Ticket should include: Merchant name, outlet/location, contact person, phone number, brief description, screenshots (if any), and time of occurrence.

3. Support Hours

Unless an Order Form states otherwise, support is provided during the following hours (Sri Lanka time):

• Business Hours Support: Monday to Friday, 9:00 a.m. – 5:00 p.m. (excluding public holidays)

The Company may provide limited after-hours assistance for critical incidents at the Company’s discretion.

4. Severity Levels

The Company uses the following severity levels to triage Tickets:

• Severity 1 (Critical): Complete outage of core Services for all or the majority of the Merchant’s outlets, or a critical functionality failure with no reasonable workaround (e.g., cannot bill/sell at all).

• Severity 2 (High): Major degradation or significant feature failure affecting an outlet or key workflow, where a workaround exists but operations are materially impacted.

• Severity 3 (Medium): Non-critical issue with limited business impact (e.g., reporting discrepancies, intermittent issues, minor performance problems).

• Severity 4 (Low): General questions, cosmetic issues, how-to requests, enhancement requests.

Severity classification is determined by the Company acting reasonably based on impact, scope, and available workarounds.

5. Response and Resolution Targets

5.1 Targets, Not Guarantees

All timeframes below are targets and not guarantees. Actual response and resolution times may vary based on complexity, third-party dependencies, and Merchant responsiveness.

5.2 Initial Response Targets (Business Hours)

• Severity 1: within 1 hour

• Severity 2: within 4 hours

• Severity 3: within 24 hours

• Severity 4: within 48 hours

5.3 Resolution Targets

Resolution targets are best-effort and depend on the nature of the issue:

• Severity 1: best effort to restore service as soon as reasonably practicable (including use of workarounds or temporary fixes)

• Severity 2: best effort to provide a fix or reasonable workaround as soon as reasonably practicable

• Severity 3–4: best effort; may be addressed in scheduled releases

5.4 Merchant Responsibilities for Resolution

To support timely resolution, Merchant is responsible for:

• providing timely responses to questions and requests for logs/screenshots;

• maintaining stable connectivity and compatible devices;

• granting reasonable remote access where required (with Merchant consent).

6. Uptime and Availability Targets

6.1 Availability Target

Unless an Order Form states otherwise, the Company targets 99.5% monthly availability for the hosted core Services, excluding Permitted Downtime.

6.2 Permitted Downtime (Excluded)

The following are excluded from availability calculations:

1. scheduled maintenance windows notified in advance where reasonably practicable;

2. emergency maintenance required to address security or stability risks;

3. issues caused by Merchant connectivity, devices, or local networks;

4. outages or degradations caused by third-party services, hosting providers, internet service providers, power failures, or force majeure events;

5. suspension due to non-payment or breach under the Agreement.

6.3 No Service Credits (Default)

Unless an Order Form expressly provides service credits or penalties for downtime, no service credits apply under this Policy.

7. Maintenance and Releases

1. The Company may deploy updates, patches, bug fixes, and new features from time to time.

2. Where reasonably practicable, scheduled maintenance will be performed during off-peak hours and communicated in advance.

3. Some updates may change workflows or introduce new settings; Merchant is responsible for training Merchant’s staff as needed.

8. Exclusions and Limitations

Support does not include:

• custom report building, data entry, inventory setup, menu setup, or accounting configuration unless included in an Order Form;

• recovery of deleted Merchant Data after the deletion window;

• troubleshooting issues caused by unauthorised modifications, unsupported hardware, or non-standard environments;

• requests that require on-site visits unless included in an Order Form.

9. Escalation

Merchant may request escalation for Severity 1 or Severity 2 incidents if the issue remains unresolved beyond reasonable timeframes. Escalations will be handled through the Company’s internal management and engineering processes.

10. Changes to this Policy

The Company may update this Policy from time to time. The Company will post the updated Policy on the Company’s website and/or notify Merchant through the Services or by email. Continued use of the Services after the updated Policy takes effect constitutes acceptance.

11. Contact

Support contact details and channels are published on the Company’s website and/or within the Services.