Syrve Software Technical Support Service Level Agreement (SLA)

Technical support packages

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

·        Sublicensee purchasing Syrve Basic may choose Basic or Professional support.

·        Sublicensee on Syrve Pro or Enterprise licenses must choose the corresponding support level.

Definitions

1.  Time – refers to the working hours of the Licensee in Montenegro (CET time zone), unless explicitly stated otherwise.

2.  Day – refers to a working day, unless explicitly stated otherwise.

3.  Response Time – the time within which the Licensee commits to begin handling a request from the Sublicensee using the means defined in this Appendix.

4.  Resolution Time – the net time spent by the Licensee’s technical support specialists to resolve the issue defined in the request. This excludes time awaiting the requester's response.

5.  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.

6.  Service Request – a request from the Sublicensee for support that is not an Incident (e.g., migration/setup of cash registers, configuration of equipment, software installation, integration or template modifications).

7.  Consultation Request – a request for expert guidance on Back-office functions, OLAP reports, document flow, stock accounting, payroll and incentives, financial accounting, pricing, or loyalty programs.

8.  Technical Support – provision of technical maintenance, consultations, and related services as described in this Appendix.

9.  Technical Maintenance – scheduled or ad hoc operations performed by the Licensee to restore or maintain the functionality of Syrve software.

Support description

First Line Support

·   Incidents

·   Response Time – 2 minutes from registration

·   Resolution Time –

Priority Levels

P1 – Critical Incident (Full Stop / Fiscalization Failure)
An Incident resulting in a complete inability to operate Front-office functions, fiscalization errors preventing issuing receipts, or full system downtime.
Target Resolution Time: up to 1 hour.

P2 – Major Incident (Partial Degradation)
An Incident that significantly affects system functionality but does not fully stop operations (e.g., some POS terminals affected, delays in printing, receipt template errors, partial integration issues).
Target Resolution Time: up to 2 hours.

P3 – Minor Incident (No Impact on Critical Business Processes)
An Incident that does not affect core business operations (e.g., cosmetic issues, non-critical errors, minor interface issues).
Target Resolution Time: within a reasonable time frame (best effort).

If the incident requires escalation to the upstream provider (Syrve / VG Fiscal), the Resolution Time is extended by the time required by the upstream provider.

·   Working Hours – 6:00 to 23:00

Second Line Support

·   Service Requests

·   No separate "response time" — task goes into the queue immediately

·    Working Hours:

o   Mon–Fri: 08:00–21:00

o   Sat–Sun: 08:00–17:00

Third Line Support

·   Consultation Requests (Back-office, OLAP, document flow, stock, payroll, finance, pricing, loyalty)

·    Working Hours:

o   Mon–Fri: 08:00–17:00

The SLA Response Time and Resolution Time counters may be paused (“on hold”) in the following situations:

1.  Awaiting information or action from the Sublicensee
• Missing screenshots, videos, logs, fiscal receipts
• No access to the device or Back-office
• No confirmation of requested actions
• Delay in providing credentials, IP addresses, or required documents

2.  Awaiting access to equipment or premises
• Hardware located in a closed restaurant
• Fiscal device not physically available
• No employee on-site to perform required steps

3.  Awaiting actions from third parties
• Fiscalization service provider (e.g., VG eFiscal)
• Internet provider or hosting provider
• External integrators (delivery platforms, loyalty systems, KDS suppliers, etc.)

4.  Planned maintenance or system updates initiated by Syrve
• Scheduled updates of Front-office or Back-office
• Temporary service interruptions announced in advance

5.  Unstable or absent Internet connection at the Sublicensee’s location
• Wi-Fi router malfunction
• ISP outage
• Internal network configuration issues

6.  Force majeure or circumstances beyond the Licensee’s reasonable control
• Power outages
• Natural disasters
• Government restrictions or emergencies

7.  Duplicate or incorrectly classified requests
• Same issue already being resolved under another active ticket
• Request was submitted through an incorrect channel

8.  Delayed testing or acceptance by the Sublicensee
• Issue appears resolved but pending customer verification
• Client postpones testing until staff availability

SLA timeframes represent target service levels only and shall not be interpreted as strict performance guarantees.

Best Effort Standard

The Licensee provides Technical Support services on a best-effort basis (no guarantee of Uninterrupted Service).

The Licensee does not warrant or guarantee:

o continuous, uninterrupted, or error-free functioning of the Syrve software or related services,

o availability of third-party services (e-fiscalization, internet providers, delivery platforms, etc.),

o resolution of Incidents within a guaranteed time frame where factors beyond the Licensee’s control are involved.

Obligations of the Sublicensee

The Sublicensee agrees to:

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, power supply, 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 provided by Syrve or the Licensee, 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 categories of work are not covered by this Service Level Agreement and are provided separately, at additional cost and on a best-effort basis, subject to individual scheduling:

1.  Data migrations (from legacy POS systems, Excel/CSV, third-party software, or other databases).

2.  Custom development or custom integrations, including API work, third-party service integrations, and plugin development.

3.  Extended system configuration, including complex price model setup, advanced Back-office restructuring, bulk changes, and multi-location configurations.

4.  Work involving third parties, including fiscal device providers, internet service providers, payment processors, hardware vendors, and external integrators.

5.  On-site visits and field engineering work, including diagnosis or replacement of client-owned hardware, physical installation, and cabling.

6.  Work related to third-party or unsupported equipment, including printers, routers, fiscal devices, mobile devices, or other hardware not supplied by the Licensee.

7.  Network, infrastructure, or VPN configuration, including troubleshooting client local networks, firewall rules, port forwarding, internet instability, or VPN setup.

8.  Replacement, upgrade, or installation of client equipment, including fiscal devices, tablets, printers, routers, and access points.

9.  Recovery of client errors, including incorrect usage, accidental data deletion, manual configuration changes, unauthorized modifications, or actions of client personnel which cannot be easily recovered through normal support tools.

10. Training of staff, except for basic consultations explicitly included in the chosen support package.

11. Any work performed outside agreed working hours, unless provided under the Enterprise plan or as separately contracted.

12. Force majeure situations, including outages of national fiscalization services, hosting providers, or cloud infrastructure outside the Licensee’s control.