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Legal Document

Technical Support Service Level Agreement

Defines the scope, response times, and conditions of technical support services provided by Solvit for Syrve software clients.

Response time: 2 min
P1 resolution: 1 hour
Support hours: 6:00–23:00
📦

Technical Support Packages

There are three technical support packages matching the Syrve tariff plans: Basic, Professional, and Enterprise.

Syrve Basic sublicensees may choose Basic or Professional support.
Syrve Pro / Enterprise sublicensees must choose the corresponding support level.
Service Professional & Enterprise Basic
Incident hotline via Telegram with bot (6:00–23:00)✓✓
Upgrade to new Syrve version✓✓
Front-office functionality support (errors, fatal crashes)✓✓
Hardware support in Syrve (printer setup, fiscal device config, integration)✓✓
Back-office "Business Entity" setup (locations, printing rules, layouts)✓✓
Customization of receipt templates and print forms✓✓
Support for additional modules: Kitchen Screen Android, Wallet✓—
Consultation hotline via phone (9:00–22:00)✓—
Confirmation of sensitive employee operations✓—
Delivery module and integration support✓—
Syrve Loyalty marketing: campaigns, customer screen, e-queue✓—
Personal account manager✓—
Monthly email report on request (requests & solutions, risky staff ops, optimization recommendations, new products)✓—
📖

Definitions

Time
Working hours of the Licensee in Montenegro (CET time zone), unless explicitly stated otherwise.
Day
A working day, unless explicitly stated otherwise.
Response Time
The time within which the Licensee commits to begin handling a request from the Sublicensee using the defined means.
Resolution Time
Net time spent by the Licensee's technical support specialists to resolve the issue. This excludes time awaiting the requester's response.
Incident
Any event that results or may result in disruption of critical business operations, including Front-office failures, plugin issues, fiscalization problems, hardware errors, call center or API failures, etc.
Service Request
A request for support that is not an Incident (e.g., migration/setup of cash registers, configuration of equipment, software installation, integration or template modifications).
Consultation Request
A request for expert guidance on Back-office functions, OLAP reports, document flow, stock accounting, payroll, financial accounting, pricing, or loyalty programs.
Technical Support
Provision of technical maintenance, consultations, and related services as described in this document.
Technical Maintenance
Scheduled or ad hoc operations performed by the Licensee to restore or maintain the functionality of Syrve software.
🎯

Support Description

01
First Line Support
Incidents
Response time: 2 minutes from registration via Telegram bot.
🟢 6:00 – 23:00 daily
P1 — Critical
Full Stop / Fiscalization Failure
Complete inability to operate Front-office, fiscalization errors, full system downtime.
⏱Target: up to 1 hour
P2 — Major
Partial Degradation
Significantly affects system functionality but does not fully stop operations.
⏱Target: up to 2 hours
P3 — Minor
No Critical Impact
Does not affect core operations (cosmetic issues, minor errors).
⏱Best effort basis
02
Second Line Support
Service Requests
No separate response time — task goes into queue immediately upon submission.
🟢 Mon–Fri: 08:00 – 21:00
🟡 Sat–Sun: 08:00 – 17:00
03
Third Line Support
Consultation Requests
Back-office, OLAP, document flow, stock, payroll, finance, pricing, and loyalty programs.
🟢 Mon–Fri: 08:00 – 17:00
⚠️ If the incident requires escalation to the upstream provider (Syrve / Fiscal Provider), the Resolution Time is extended by the time required by that provider.
⏸

SLA On Hold Conditions

The SLA Response Time and Resolution Time counters may be paused in the following situations:

Awaiting info from Sublicensee
  • Missing screenshots, videos, logs
  • No access to device or Back-office
  • No confirmation of requested actions
  • Delay in providing credentials
Awaiting access to equipment
  • Hardware in closed restaurant
  • Fiscal device not physically available
  • No employee on-site
Awaiting third-party actions
  • Fiscalization provider
  • Internet or hosting provider
  • External integrators (delivery, loyalty, KDS)
Planned maintenance or updates
  • Scheduled updates of Front/Back-office
  • Service interruptions announced in advance
Internet / network issues
  • Wi-Fi router malfunction
  • ISP outage
  • Internal network configuration issues
Force majeure
  • Power outages, natural disasters
  • Government restrictions or emergencies
Duplicate / misclassified requests
  • Same issue already in active ticket
  • Request via incorrect channel
Delayed testing by Sublicensee
  • Issue appears resolved, pending verification
  • Client postpones testing
📋

Obligations of the Sublicensee

1
Provide accurate and timely information required for diagnosing and resolving issues, including screenshots, error logs, device serial numbers, network settings, and other relevant details.
2
Ensure proper functioning of its own hardware and network infrastructure, including internet connectivity, routers, switches, Wi-Fi access points, VPN configurations, and local network stability.
3
Maintain all equipment and fiscal devices in accordance with applicable regulations and technical requirements of the manufacturer and fiscal authorities.
4
Provide access to the necessary premises, hardware, software, accounts, and credentials required for the Licensee to perform technical support and maintenance.
5
Use Syrve software and hardware only in compliance with documented guidelines and refrain from making unauthorized changes in system settings.
6
Ensure availability of a responsible representative during incident handling or planned maintenance activities.
7
Perform timely backups, data exports, or other preparatory steps requested by the Licensee prior to upgrades, migrations, or complex configuration works.
8
Inform the Licensee in advance of any planned infrastructure changes (network, equipment replacement, new integrations) that may impact the operation of Syrve.
9
Pay all service fees on time, as required under the Sublicense Agreement.
🚫

Exclusions from the SLA

The following are not covered by this SLA and are provided separately, at additional cost and on a best-effort basis:

🔄
Data migrationsFrom legacy POS systems, Excel/CSV, third-party software, or other databases.
⚙️
Custom development or integrationsAPI work, third-party service integrations, and plugin development.
🗂
Extended system configurationComplex price models, advanced Back-office restructuring, bulk changes, multi-location configurations.
🤝
Work involving third partiesFiscal device providers, ISPs, payment processors, hardware vendors, external integrators.
🔧
On-site visits and field engineeringDiagnosis or replacement of client hardware, physical installation, and cabling.
🖨
Third-party or unsupported equipmentPrinters, routers, fiscal devices, mobile devices not supplied by the Licensee.
🌐
Network / infrastructure / VPN configurationLocal networks, firewall rules, port forwarding, internet instability, VPN setup.
💾
Replacement or installation of client equipmentFiscal devices, tablets, printers, routers, access points.
↩️
Recovery of client errorsIncorrect usage, accidental data deletion, unauthorized modifications by client personnel.
🎓
Staff trainingExcept for basic consultations explicitly included in the chosen support package.
🌙
Work outside agreed working hoursUnless provided under the Enterprise plan or as separately contracted.
⚡
Force majeure situationsOutages of national fiscalization services, hosting providers, or cloud infrastructure outside the Licensee's control.
ℹ️
Best Effort Standard The Licensee provides Technical Support services on a best-effort basis with no guarantee of uninterrupted service. The Licensee does not warrant continuous, uninterrupted, or error-free functioning of the Syrve software or related services; availability of third-party services (e-fiscalization, internet providers, delivery platforms, etc.); or resolution of Incidents within a guaranteed time frame where factors beyond the Licensee's control are involved. SLA timeframes represent target service levels only and shall not be interpreted as strict performance guarantees.