From February 16, Torgsoft technical support is provided in a single format — under the Service Agreement (SA). This means unified rules for requests: a clear validity period, transparent time tracking of specialists’ work, and a predictable service delivery process.
SA — is prepaid support time with payment for actual work performed
Service Agreement (SA) — is a prepaid technical support package: consultations, configuration, diagnostics, service restoration, and support of typical operational tasks. The format is structured so that support is not limited to a single contact or a single day: most issues require clarifications, checks, and repeated connections within one agreement.
You may contact support as many times as needed. There are only two limits: the validity period of the package and the total time limit within your plan. The SA remains valid until the first of the following occurs: either the period expires or the hour limit is used up. You pay for access to specialists’ work within the agreement, and only the actual time spent is deducted.
The hour limits in the plans are based on real support practice so that, for most businesses, the time is sufficient not just barely, but with a margin for typical situations: cash register issues, equipment, configurations, updates, accounting, PRRO, and other operational tasks.
Five practical advantages of the SA
Prompt restoration of store operations
When the cash register, accounting system, or equipment stops, it is important to have a predictable way to connect with a specialist. The SA removes the need to arrange a separate one-time service and payment for each incident — the request is handled within the active agreement and time tracking.
Solutions in substance, not one-time advice
Even when a request seems simple, in practice it often requires clarification, follow-up after changes, and result verification. That is why the SA format addresses a typical need: not to stop at an answer, but to complete the task within one agreement.
Data preservation and controlled accounting
Some requests concern backups, database recovery, consequences of failures, access rights, and migrations. In such situations, a pricing error at the register or an incorrect accounting action may cost more than the support request itself. Therefore, the SA includes time for diagnostics and technical actions.
Support of mandatory operational processes
Entrepreneurs regularly face tasks related to PRRO, keys, printing, equipment connection, and integrations. Some of these can be handled independently using instructions, but when a specialist’s work is required — it is performed within the SA, with actual time tracking.
Predictable cooperation terms
There is one format: agreement validity period and hour limit in the plan. This simplifies interaction: you understand when the agreement is active, the remaining time balance, and how support is delivered.
The SA starts from payment and ends either by term or by hour limit
The SA is not tied to a calendar month. The paid period begins from the moment of payment and remains valid for the duration defined by the plan. At the same time, agreements of this type always have two boundaries:
That is, the agreement remains valid until the first of the following occurs: either the paid period ends or the hour limit is exhausted (if the plan includes a limit).
The SA makes sense even for short requests, as time is deducted by actual minutes worked
The SA is not provided as a one-time service for a few minutes, but as access to technical support. A short request does not always end with a single answer: clarification, reconnection, and verification after changes may be required. Within the SA, this is handled without new one-time arrangements.
The key rule is simple: only the actual time spent by the specialist is deducted. Therefore, if a task truly takes only a few minutes, only that amount will be counted.
The SA does not force you to spend minutes. Its purpose is to ensure support is available within the paid period: you and your employees may contact support whenever verification or a short clarification is needed.
If you rarely need support, you do not need to purchase the SA in advance
The SA is a recommended format for those who may need specialists’ work: connection, diagnostics, configuration, checks. If you manage on your own and do not plan to contact support, you do not need to activate the SA.
For typical situations, there are free materials: instructions, video tutorials, and the knowledge base on the website: help.torgsoft.ua, torgsoft.ua/support, YouTube @Torgsoft.
The cost of the SA is payment for access to specialists and technical actions, not the price per minute
In reality, support consists not only of answering the phone. Diagnostics, connection, configuration, and verification are often required, sometimes involving integrations and equipment. Under the SA, payment is tied to the actual time spent by the specialist, not to the fact of the request.
For some tasks, free materials (manuals, FAQ, video tutorials) may be sufficient — and this is a normal scenario if you contact support very rarely or have a technical person on your team.
Torgsoft separates the product and support: license separately, support separately
The model is designed so that you pay for support only when you truly need it. The software license is not a monthly payment: you pay separately for the right to use the product. Technical support is a separate service where the specialists’ work within the SA is paid for. In many services, support is already included in a recurring fee, even if you do not contact them. At Torgsoft, support is activated as needed.
Error message: most often the cause is outside the program, so we start with diagnostics
When a user sees an error message, the cause is often outside the program: internet and network, PC settings, drivers and equipment services, banking terminal, digital keys, fiscal and other third-party services. The first step is diagnostics: connection, checking settings, and identifying the source of the problem.
This time is counted within the SA as actual specialist work. If a code defect is confirmed, it is forwarded for correction through an update, and, if possible, a temporary workaround is provided until release. Updates in Torgsoft are free of charge.
The owner and employees may contact support, and support operates daily
The SA is convenient because you and your employees may contact support whenever a question arises, verification is needed, or a short clarification is required. Time is deducted based on the actual work of the specialist. The support team is available daily from 9:00 AM to 6:00 PM Kyiv time, without days off.
By paying for the Service Agreement, you are not paying for minutes of conversation, but for access to the knowledge, skills, and competencies of a team of specialists who work daily with retail and accounting tasks and bring requests to a result. This means a managed process: diagnostics, technical actions, post-change verification, and control to prevent recurrence. It is precisely this expertise that often determines whether a business continues to operate normally or loses time, data, and revenue due to delays and errors.
The SA provides practical value to entrepreneurs in critical store areas: stability of the cash register and PRRO, database recovery and archive work, equipment and integration setup, remote access, and support of key operational scenarios.
Universal instructions do not take your configuration into account, and one-time advice does not guarantee results in a specific situation. That is why everything relies on the experience and responsible technical work of specialists who bring tasks to a verified result.
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