Support Policy

This Maintenance and Support policy applies to existing TWINZ customers who have purchased and paid for one or more of our products.
TWINZ endeavors to provide the highest levels of customer support and service. We use our own products in providing our support, so it is in our best interests to show that these products are up to the challenge.

1. General Policies.
Priority is given to our customers on maintenance. Telephone support is free for the first 30 days after the initial sale, in order to help you get up and running smoothly. After that, priority is given to those calls logged via email to technical@twinz.com.sg
TWINZ reserves the right to limit each telephone call to half an hour and to limit each call to one incident, which is defined as a single support issue or question. TWINZ may also limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice.

2. Service Availability.
Support is limited to 12 months from the date of purchase of your first TWINZ product or the start of your TWINZ Annual Maintenance contract. Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed Singapore public holidays. TWINZ cannot guarantee that you will not experience some delay in having one of our technical support consultants answer your query - as call volumes fluctuate so too will response time.

3. Support Topic Limitations.
Inquiries are limited to the following TWINZ product areas: installation, upgrade assistance, basic usability and basic functionality, as described in product documentation or online help. TWINZ does not claim to resolve connectivity issues caused by third-party services, service providers, operating systems, hardware or other software (which are not brought from TWINZ ), or networking problems. The determination of the nature of your query for these purposes will be made by our technical support consultants.

4. Updates and Upgrades.
Your Annual Maintenance agreement entitles you to any updates without charge, if such updates become available during the term of your subscription. TWINZ does not warrant that there will be any updates to the TWINZ software during the maintenance term.
Upgrades to the latest version are not included under annual maintenance and are chargeable (at a reduced price). The only exception to this is for new customers, which will receive any upgrades free, that occur within 2 months of their purchase date.
Any updates and/or upgrades will be available for download from our website only.

5. Support Policies for Trial Software
Trial software includes support for the duration of the trial period. Support is limited to pre-sales questions directly relating to the product only.

Terminology

Support
Assistance given via phone, fax, email, online-chat or through our website.

Maintenance
Includes updates, revisions and bug fixes for support of TWINZ products and add-ons.

Free Support
(as stated in the sales process) includes both support and maintenance for 60 days from your initial purchase with TWINZ . i.e.. if you have already purchased a product from us then a second purchase during the year, does not renew the Maintenance and Support Term.

Operational Support
Support of a non-technical nature e.g. "how do I" questions, relating to a supported TWINZ product.

Technical Support
Support that includes bugs, program errors, installation and anything not covered by the online help or instructional videos, in direct relation to a supported TWINZ product.

Product
A software program developed by TWINZ and sold as a "system". Current products include:- netPOS FnB, Retil, Garments

Add-on
An additional program that was developed to add functionality to one or more system products. e.g. File Transfer

Upgrade
A new major version release of a supported TWINZ product.

Update
A new Minor version or Revision version release of a supported TWINZ product.

Version
A number that uniquely identifies an edition of a support TWINZ product. In the format of "Major.Minor.Revision".

Major
Major release number of the product. The Major release number only changes for upgrades to a new version of an TWINZ product.

Minor
Minor release number of the product. Usually the Minor release number changes in updates to an TWINZ product.

Revision
Revision version number of the product. The Revision number changes each Build or compilation of an TWINZ product.

Maintenance and Support Terms
Maintenance and Support is provided and billed in 12 month increments (each a "Maintenance and Support Term"). The initial Maintenance and Support Term begins from the initial purchase date and ends 60 days later.
The fee for the initial Maintenance and Support Term is $0.00 as per our current sales agreement.
For subsequent Maintenance and Support Terms, you will be invoiced 14 days prior to the end of your current Maintenance Support Term, for Maintenance and Support fees at TWINZ 's then current rates.

Cover
The Maintenance and Support agreement includes all operational and technical support and all updates during the Maintenance and Support Term. Upgrades are an additional charge, except for new customers, where the upgrade is released within 60 days of their purchase date.

Exclusions
The Maintenance and Support agreement excludes enhancements and site specific modifications outside the development schedule. TWINZ has the right to refuse support and/or maintenance to anyone we deem, on the basis of outstanding payments, being rude or swearing, or any other reason we feel violates the nature of our business.
TWINZ also reserves the right to not renew support/maintenance agreements.

Calculation of Maintenance and Support Term Fees
The annual Maintenance and Support Fee is calculated at 25% of the total current retail price of all TWINZ supported products, no matter when they were purchased.
Refer to Annual Maintenance for bundle price

Renewal and Payments
You will be automatically sent an invoice via email for the annual Maintenance and Support Term fee.
TWINZ makes every effort to provide you with an invoice and notice of renewal 14 days prior to the end of each Maintenance and Support Term (anniversary date), however, it is your responsibility to note this date and to keep us informed of the email address of the primary contact for your business, so that we can reach you.
If payment is not received within 14 days of the invoiced date, then it will be assumed that you do not wish to renew and your annual maintenance will be terminated and a reinstatement fee charged should you wish to resume the agreement.

Reinstatement Fee
If you terminate Maintenance and Support or fail to pay the renewal fee within 14 days of the invoiced date, and you later wish to reinstate Maintenance and Support, a fee equal to 50% of all the total current retail price of all TWINZ supported products (i.e. your 20% annual maintenance fee PLUS an additional 30% reinstatement fee) will be charged.

Supported Software
TWINZ provides support for the current version of its Software (including all updates and revisions within) and will support the version that immediately preceded the current version for at least 90 days after the new release in order to give you time to install and implement the new version. However, no more development will be done on the prior version. The same level of Maintenance and Support must be maintained for all licenses of a particular TWINZ product.

Non-Maintenance Agreement Support
TWINZ will still offer support to customers not on a current Maintenance and Support Term agreement at the following charges:
S$150 per incident
Payment is by cheque only payable to TWINZ Pte Ltd and must be paid at the end of the support schedule. In the event the support is not required at the time of arrival of our support personal at the site, we will still charge 50% of the support fee.

Revisions to Policy
TWINZ may revise this policy from time to time by posting the revisions on this page and using reasonable means of notifying you of the revision, including posting notice of the date last modified on this page or e-mail. However, if TWINZ chooses to revise the policy, the revision will not materially alter the level of support you are entitled to receive during your then current Maintenance and Support Term. For any revision that will materially alter the service in an upcoming Maintenance and Support Term, TWINZ will provide advance notice of the change or provide you with additional time to decide whether or not to renew Maintenance and Support. TWINZ reserves the right to discontinue support for its Software at the end of any Maintenance and Support Term, or immediately if customer fails to make timely payment of Maintenance and Support fees.

If you wish to discuss the above policy, please contact TWINZ Pte Ltd

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