0508 HIOPOS

27 Claremont Terrace, Otumoetai, 3110, Tauranga

Account

Support & Service Level Agreement (SLA)

HioPOS New Zealand – Business Customers Only

1. Overview

This Support & Service Level Agreement (SLA) outlines the support services provided by HioPOS New Zealand (“we”, “us”, “our”) for hardware and software supplied for business use only. Support is provided via remote assistance and/or telephone. We do not operate a call centre.

2. Support Channels

Support is provided through:

  • Remote assistance (remote hands / remote access)
  • Telephone assistance
    Support is intended to assist with configuration, troubleshooting, and guidance related to
    HioPOS products and services.

3. Support Hours

Standard support hours are Monday to Friday, 9:00am – 5:00pm NZT, excluding public holidays, unless otherwise agreed in writing. Requests received outside these hours will be responded to during the next business day.

4. Response Times (Targets)

We aim to respond to support requests within the following timeframes:

  • Critical service disruption: within 4 business hours
  • High priority issues (major functionality impacted): within 1 business day
  • Standard requests and queries: within 2 business day

Response times are targets only and not guarantees.

5. Scope of Support

Support includes reasonable assistance with software access issues, configuration guidance, basic troubleshooting, and hardware diagnostics where applicable. Support does not include on- site visits, third-party network troubleshooting, customer staff training beyond basic guidance, or issues caused by external systems unless otherwise agreed in writing.

6. Exclusions

Support does not cover issues arising from misuse, unauthorised modifications, unsupported integrations, third-party software or hardware not supplied by us, power or internet outages, or failure to follow provided instructions.

7. Fair Use & Conduct

Support services are provided on a fair-use basis. We reserve the right to limit or suspend support where use is excessive, unreasonable, or abusive. We do not tolerate abusive, threatening, or inappropriate behaviour toward our staff. Any such behaviour may result in suspension or termination of support services.

8. No Call Centre

We are a specialist provider and do not operate a call centre. Support is delivered by a dedicated technical team via remote assistance and telephone. Immediate response to all requests cannot be guaranteed.

9. After-Hours & Emergency Support

After-hours or emergency support may be available by prior arrangement and may incur additional fees. Availability is not guaranteed and is subject to technician availability.

10. Customer Responsibilities

You are responsible for maintaining stable internet connectivity, providing accurate information about your systems, ensuring appropriate user access and security, and facilitating remote access where required for support to be provided.

11. Service Availability

Software services are provided on an ‘as available’ basis. Planned maintenance may temporarily impact availability. We will take reasonable steps to provide notice of planned outages where practical.

12. Updates to This Policy

We may update this Support & SLA Policy from time to time. The version in force at the time of service delivery will apply.
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