Version 2026-07-28-v2
Support and Service-Level Policy
Last updated: 28 July 2026
This page explains how support currently works for HisaBooks, including public onboarding and purchase surfaces, the authenticated Web workspace, and released HisaBooks apps. It also explains the current response targets, what standard support includes, and where the boundaries are.
1. Support channels
| Channel | Use this for | Contact |
|---|---|---|
| Product support email | Login issues, purchase/onboarding questions, workspace setup questions, suspected bugs, document or export issues, and current released-product usage help. | support@hisabooks.com |
| Contact Sales | Plan fit, launch-path questions, controlled rollout discussions, and paid rollout conversations. | Use the Contact Sales form on the public site. |
| Responsible disclosure route | Suspected security vulnerabilities, unsafe access, tenant-isolation concerns, exposed tokens, or other security-sensitive reports. | Use the Responsible Disclosure Policy instructions rather than ordinary support. |
2. Support window and language
The current standard support window is Monday to Friday, 9:00 AM to 6:00 PM Singapore Time (UTC+8), excluding Singapore public holidays. Support is currently provided in English. If you operate in another country or timezone, response targets are still measured against this support window unless a separate written support arrangement says otherwise.
Published paid plans or a written order may later define higher-priority or broader support. Unless your current plan or written agreement explicitly says so, this standard public support policy applies.
3. Severity and response targets
| Severity | Typical example | Current target |
|---|---|---|
| Critical | A production issue prevents a company from using a core released workflow, or there is strong evidence of data-integrity or security risk requiring urgent review. | Initial human response target: within 4 business hours during the published support window. |
| High | A major workflow is blocked for a live company, but the issue is narrower than a platform-wide critical event. | Initial human response target: within 1 business day. |
| Normal | A feature issue, degraded experience, or configuration problem where a workaround may still exist. | Initial human response target: within 2 business days. |
| Low | General guidance, documentation questions, cosmetic defects, or non-urgent product feedback. | Initial human response target: within 5 business days. |
These targets refer to an initial human response, triage, or acknowledgement. They are not guaranteed fix times, credits, or contractual uptime commitments.
4. What standard support includes
- Usage guidance for the public website, authenticated Web workspace, and released HisaBooks apps.
- Help with account access, purchase/onboarding steps, basic configuration, and current released workflows.
- Investigation of suspected defects in HisaBooks-controlled product behavior.
- Guidance on supported export, reprint, and evidence-access paths already present in the product.
5. What standard support does not include
- No onsite installation, custom implementation project management, or merchant data-entry service is included in standard public support.
- No legal, tax, payroll, accounting, or regulatory advice is provided through support.
- No hardware SLA, printer-vendor support contract, payment-terminal certification support, or guaranteed compatibility for untested devices is included in the current public support baseline.
- No guaranteed resolution time, uninterrupted availability promise, or blanket responsibility for third-party outages is implied by this policy.
6. Diagnostics and access
Support may request screenshots, timestamps, record identifiers, audit evidence, browser details, device details, or other reproduction material needed to investigate a problem. Where deeper diagnosis is necessary, support may request temporary read-only access, limited operator impersonation, or another scoped diagnostic step, but only with appropriate authorization and operational justification.
Do not send plain-text passwords, payment-card secrets, or unrelated personal data through support email. If a report is security-sensitive, use the Responsible Disclosure Policy instead of ordinary support.
7. Incidents, maintenance, and dependencies
When practical, planned maintenance or materially visible service changes may be communicated through the public Service Status and Incident Communication page, direct support replies, in-app notices, or email.
Support timelines can also be affected by third-party dependencies such as payment providers, SMS or email providers, government networks, browser behavior, operating systems, or merchant hardware environments. HisaBooks may help coordinate investigation, but it does not control every third-party recovery timeline.
8. Merchant responsibilities
- Use a currently supported browser and test the exact operational environment, printer path, and scanner behavior before live use.
- Keep user access, passwords, company devices, and outlet/register configuration current and review who is allowed to approve corrections or handle cash controls.
- Do not send payment-card secrets, full passwords, or unrelated personal data in support emails.
- Provide clear reproduction steps, company code, affected route or page, timestamps, and screenshots or exports when safe to do so.
This policy applies to AARK NETWORK PTE. LTD. operating HisaBooks. It should be read together with the Security Overview and Country Availability and Statutory Feature Register.