Software Support & Warranty

Last Updated: November 3, 2026

This Software Support & Warranty Policy explains the general support and warranty approach of Teleios Software Solutions ("Teleios", "we", "us" or "our") for software products and services, including POS systems, websites, web applications and custom-developed software.

The actual warranty period, support hours, response targets, covered components and fees depend on the quotation, invoice, licence or support agreement for the product or project. If a specific written agreement differs from this general policy, the specific agreement will apply to the extent of the difference and applicable law.

1. Scope of Support

Where support is included or separately purchased, it may cover assistance with agreed software functionality, troubleshooting, configuration, installation issues, defect investigation and guidance on normal use. The exact scope must be confirmed in the relevant quotation or support plan.

2. Warranty Period

The warranty period, commencement date and covered deliverables should be stated in the quotation, invoice or product documentation. If no warranty period is stated, contact Teleios before purchase or installation to obtain written confirmation. Do not assume that every product or service includes a lifetime warranty or unlimited support.

3. Covered Defects

During an applicable warranty period, Teleios will review reported issues to determine whether they are reproducible defects in the software that materially prevent the agreed functionality from operating as described. If a reported issue is covered, Teleios may, as appropriate under the agreement, correct the defect, provide a workaround or supply another agreed remedy.

4. Exclusions

Unless expressly included in writing, warranty or standard software support does not cover:

• New features, enhancements, redesigns or changes to the original requirements.
• Problems caused by unauthorised modification, reverse engineering, tampering or third-party intervention.
• Hardware faults involving computers, printers, barcode scanners, cash drawers, routers, UPS units or other equipment.
• Internet, LAN, Wi-Fi, electrical, power, operating-system, driver or network problems outside the agreed software scope.
• Malware, ransomware, unauthorised access or security incidents caused by compromised customer devices, accounts or infrastructure, except to the extent expressly covered by a security service agreement.
• Data loss where backup and restoration services were not included or where the loss falls outside the agreed backup scope.
• Third-party services, APIs, hosting, domains, payment gateways, plugins, licences or platforms that Teleios does not control.
• Issues resulting from unsupported environments, misuse, negligence or failure to follow documented operating instructions.

These exclusions do not remove any mandatory rights or remedies available under applicable law.

5. Reporting a Support Issue

When requesting support, provide:

• Your name, business name and contact number.
• Product or project name and, where available, invoice or licence reference.
• A clear description of the issue and when it began.
• Steps to reproduce the issue, screenshots or error messages where safe to share.
• Relevant software version, device and operating-system information.

Do not send passwords, one-time passcodes, full payment card details or other highly sensitive credentials in an ordinary support message. We may request access through a safer method where remote troubleshooting is necessary.

6. Support Channels and Hours

Support channels and normal support hours will be stated in the applicable quotation or support agreement. If no dedicated support plan has been purchased, support may be handled on a reasonable-availability basis and may be chargeable. Contacting Teleios outside stated support hours does not automatically create an emergency response obligation.

7. Response and Resolution Times

A response target, if offered, is an estimate for acknowledging or beginning to review a request; it is not necessarily a guaranteed resolution time. Resolution depends on issue severity, reproducibility, access, customer cooperation, third-party providers and technical complexity. Any service-level commitment must be expressly stated in a separate written agreement.

8. Remote Access and On-Site Visits

Some issues may require remote access or an on-site visit. Remote access should be authorised by the customer and limited to what is reasonably necessary. The customer should close confidential applications, supervise access where appropriate and revoke temporary access when the work is complete. Travel, accommodation or on-site service charges may apply if they are not included in the quotation.

9. Updates and Maintenance

Software updates, security patches, operating-system compatibility changes, database upgrades and ongoing maintenance are included only where stated in the relevant package or support agreement. A maintenance plan may define update frequency, supported versions, maintenance windows, exclusions and charges. Major upgrades or new functionality may require a separate quotation.

10. Backups and Data Recovery

Customers should maintain regular, tested backups of important business data. If Teleios provides backup services, the frequency, retention period, storage location, monitoring and restoration process should be stated in writing. A backup is not guaranteed to be complete or restorable unless the service agreement expressly provides such a commitment. Customers should promptly report suspected data loss and avoid actions that could overwrite recoverable data.

11. Hardware and Third-Party Support

Software support provided by Teleios Software Solutions covers the agreed software application functions. Hardware, including printers, barcode scanners, cash drawers, computers, servers, routers, network equipment and other physical devices, is outside the scope of software support unless specifically agreed in writing. Hardware replacement, consumables, physical damage, driver installation, operating-system issues and third-party device compatibility may be chargeable or handled by the relevant hardware or service provider. Customers are responsible for maintaining appropriate power protection, hardware maintenance and data backups where necessary.

12. Customer Responsibilities

Customers should use supported software versions and environments, follow installation and operating instructions, maintain secure credentials, restrict user access, keep devices and networks reasonably protected, maintain backups and provide accurate information when reporting an issue. Customers should not modify software or database structures without authorisation where doing so may affect support or warranty coverage.

13. Paid Support and Additional Work

Work outside the included warranty or support scope may be quoted separately. Teleios will, where reasonably practicable, explain the expected charges and obtain approval before starting chargeable work. Examples include new features, data migration, additional installations, training, custom reports, third-party integration changes and troubleshooting outside the agreed environment.

14. Support Suspension

Support may be paused where required access or information is unavailable, an invoice for chargeable support is overdue, the system is materially altered without authorisation, or continued access presents a security risk. Where appropriate, Teleios will explain the reason and the steps needed to resume support. Any suspension will be subject to the agreement and applicable law.

15. Changes to This Policy

We may update this policy to reflect changes in products, support arrangements or legal requirements. The latest version will be published on this page with a revised update date. Product-specific warranty terms provided at purchase remain relevant to that purchase, subject to applicable law.

16. Contact Us

For support or warranty enquiries, contact:

Teleios Software Solutions
No. 293, Arangala, Naula, 21090, Matale, Sri Lanka
Phone: +94 76 988 0528
Email: info@teleios.lk