1. Service Description

SMART TiLL is a cloud-based Point of Sale (POS) system that provides comprehensive retail management solutions, including:

Sales management and transaction processing
Inventory tracking and management
Customer relationship management
Supplier management
User and access management
Advanced reporting and analytics
Multi-store support
FBR integration (where applicable)
Credit ledger management
Product variations and history tracking

The Service is accessible through our web platform and mobile applications (Android and iOS).

2. Service Availability

We strive to maintain high availability of the Service, but we do not guarantee uninterrupted or error-free access. The Service may be temporarily unavailable due to:

Scheduled maintenance and updates
Emergency repairs and technical issues
Third-party service provider outages
Network connectivity issues
Force majeure events (natural disasters, acts of war, etc.)
Security incidents requiring immediate response

We will make reasonable efforts to notify users of planned maintenance in advance when possible. However, emergency maintenance may occur without prior notice.

3. Service Level Commitment

While we aim for high service availability, we do not provide specific uptime guarantees or Service Level Agreements (SLAs) unless explicitly stated in a separate written agreement. Our commitment includes:

Maintaining robust infrastructure and monitoring systems
Responding to service issues promptly
Regular security updates and patches
Continuous improvement of service reliability

4. Maintenance and Updates

We regularly perform maintenance and updates to improve the Service, including:

Scheduled Maintenance: Regular maintenance windows for updates, improvements, and optimizations
Security Updates: Critical security patches applied as needed
Feature Updates: New features and enhancements released periodically
Bug Fixes: Corrections to identified issues and errors

During maintenance, the Service may be temporarily unavailable. We will attempt to schedule maintenance during low-usage periods and provide advance notice when possible.

5. Data Backup and Recovery

We implement automated backup systems to protect your data:

Regular automated backups of all user data
Redundant storage systems for data protection
Disaster recovery procedures

However, you are responsible for:

Maintaining your own backups of critical data
Verifying data integrity regularly
Exporting data when needed for your records

While we take reasonable measures to protect your data, we are not liable for data loss resulting from user error, hardware failure, or circumstances beyond our control.

6. Support Services

We provide support services to help you use SMART TiLL effectively:

Documentation: Comprehensive guides and documentation available on our website
Email Support: Technical support via email during business hours
Bug Reports: We investigate and address reported bugs and issues
Feature Requests: We consider user feedback for future improvements

Support response times may vary based on the nature and urgency of the issue. We prioritize critical service-affecting issues.

7. User Responsibilities

To ensure optimal service performance, you are responsible for:

Maintaining secure account credentials
Using the Service in accordance with our Terms and Conditions
Keeping your devices and browsers updated
Reporting issues or bugs promptly
Backing up your critical data regularly
Ensuring adequate internet connectivity
Complying with all applicable laws and regulations

8. Service Modifications

We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time, including:

Adding, removing, or modifying features
Changing service functionality
Updating user interfaces
Modifying system requirements

We will provide reasonable notice of significant changes that may affect your use of the Service. Continued use of the Service after changes constitutes acceptance of the modifications.

9. Third-Party Services

The Service may integrate with or depend on third-party services, including:

Cloud hosting providers
Payment processors
FBR systems (for tax compliance)
Other third-party APIs and services

We are not responsible for the availability, performance, or reliability of third-party services. Service interruptions caused by third-party providers are beyond our control.

10. Service Termination

We may suspend or terminate your access to the Service:

For violation of our Terms and Conditions
For non-payment of fees
For illegal or fraudulent activity
For abuse of the Service
At our discretion for any reason

You may terminate your subscription at any time. Upon termination, you will retain access until the end of your current billing period, after which your data will be retained according to our data retention policy.

11. Limitation of Liability

To the maximum extent permitted by law, we are not liable for:

Service interruptions or downtime
Data loss or corruption
Loss of profits or business opportunities
Indirect, incidental, or consequential damages
Issues caused by third-party services
User error or misuse of the Service

12. Contact Us

If you have questions about this Service Policy or need support, please contact us through the contact information provided on our website.