Support & Maintenance

Purpose

This agreement defines what Epicore support includes, what remains the Customer's responsibility, how incidents are prioritised, and how additional work is approved.

Support plan

The Customer's selected support plan, monthly/annual fee, included tickets/hours, branches, devices and any on-site allowance are stated in the accepted quotation or Support Plan Schedule.

Standard support hours

Monday to Friday, 08:00 to 17:00 South African Standard Time, excluding South African public holidays. After-hours emergency work is available only where agreed and may be billed separately.

Included support

Guidance on standard Epicore functions.

User, role and permission assistance.

POS/printer and standard configuration troubleshooting within the supported scope.

Backup and restore guidance.

Assistance interpreting Epicore errors and reports.

Branch/device connectivity checks.

Approved update installation and failed-update recovery assistance.

Collection and review of diagnostic information needed to analyse a fault.

Manager Mobile and Field Mobile troubleshooting where included in the Customer's plan.

Software defects

A confirmed reproducible Epicore defect in a supported, unmodified release is corrected without deducting ordinary support hours. A defect means a supported Epicore function does not operate substantially as documented under reproducible conditions.

Work normally billed separately

Custom development, major workflow changes and integrations.

Data migration, bulk data correction and custom reports/layouts unless quoted.

Repeated training after staff turnover unless the plan includes it.

Additional branches, devices, travel and on-site work.

Hardware repair/replacement, third-party software and third-party provider charges.

Work caused by unauthorised database/source changes or unsupported environments.

Customer mobile support

Support covers customer mobile components included in your plan. Connected mobile features may depend on your main Business computer and approved network connection being available. Use the approved pairing process and report lost or replaced phones so obsolete access can be revoked.

Customer responsibilities

Provide accurate fault details and an authorised contact.

Maintain suitable hardware, Windows, internet/network services and third-party subscriptions.

Maintain verified local and off-site backups and test restores.

Protect passwords/PINs and deactivate former staff.

Keep security software and supported Epicore releases reasonably current.

Do not modify Epicore program files or database structure without written approval.

Approve billable work before it is performed.

Epicore responsibilities

Provide the support included in the selected plan with reasonable skill and care.

Use backups/rollback methods before material support changes where reasonably appropriate.

Protect Customer information accessed during support.

Keep the Customer informed of material delays or scope changes.

Obtain recorded approval before extra billable work.

Response targets

During standard support hours: critical system-wide outages — 1 business hour; major functional faults — 4 business hours; limited or non-critical faults — 1 business day; training, configuration and improvement requests — 2 business days.

These are initial response targets, not guaranteed resolution times. Your agreed support plan governs coverage; resolution depends on complexity, access, cooperation and third-party dependencies.

Remote access and privacy

Remote access is permitted only for an approved support purpose and should end when the work is complete. Where Epicore processes personal information on the Customer's behalf, the POPIA Data Processing Addendum applies.

Updates

Critical security updates may be mandatory for continued support. Major modules are not automatically included. Approved updates should use backup and rollback procedures appropriate to the change.

Suspension/cancellation

Support may be suspended for overdue undisputed fees, unlawful use, serious security abuse or licence misuse after reasonable notice where circumstances allow. Cancellation and minimum-term rules are governed by the quotation, Subscription Terms and applicable law.

Rights and responsibilities

Nothing in these terms removes a right or remedy that cannot lawfully be excluded. Where applicable law gives you stronger rights, those rights take priority.

Dispute escalation

Normal escalation: support ticket -> technical review -> management review -> formal complaint/good-faith negotiation -> mediation where suitable -> competent regulator, tribunal or court.

Contact support

Contact info@epicorebusiness.co.za for general questions, support@epicorebusiness.co.za for support, or subs@epicorebusiness.co.za for billing and cancellations.