Support policy

Support time

Our general support hours are Monday to Friday, 08:00 to 17:00 (UTC+7). Although we strive to respond to all queries within 48 hours, our actual response time may vary and we may well take longer to respond to more advanced or technical queries.

Product support channels

We will only provide Support Service through our support interface which is accessible at support.rockpos.com. Currently, we don't provide live support yet.

Credentials

We may ask you to send us your login credentials if we need them in order to assist you. Rest assured, your information is confidential. Only you and our support team will be able to access.

We also created frequently answered questions (FAQs) and Knowledge base (KB) articles which contain answers to common questions or give most-asked solutions. We encourage you exploring our FAQs and KBs as you can solve probems by yourself in faster way.

What our support service covers

We only support our products. We will also fix any bug/error in our Products to make sure they work well in your shop exactly like our demo.

Our support Service does not include customizing our products to fit your own needs; customization request will require some extra fee.