Support services
Expert support, training, and guidance to ensure your success with Hello World Systems solutions. The people answering are the people who built the software, so a question gets an answer rather than a queue position.
Support hours
Monday to Friday, 08:00 to 17:00 SAST. Urgent faults on a system that is down are picked up outside those hours for customers on an extended agreement.
info@helloworld.africaComplete support ecosystem
Three things people come to support for, and where each one goes.
Technical Support
Expert technical assistance for all Hello World Systems products. For anything broken, behaving oddly, or refusing to do what the documentation says it will.
- Faults on a live system, triaged by how much of your day it is costing
- Remote sessions where we look at the actual screen rather than guess from a description
- Escalation straight to the engineer who wrote the part in question
What each support level covers
| Included | Standard | Extended |
|---|---|---|
| Email and ticket support | Included | Included |
| Support hours | Mon to Fri, 08:00 to 17:00 | Extended, agreed per contract |
| Remote sessions | On request | On request, prioritised |
| Out-of-hours cover for a system that is down | Not included | Included |
| Named contact who knows your setup | Not included | Included |
| Onboarding and training sessions | Quoted separately | Bundled |
Response targets are agreed in writing per customer rather than advertised as one number here, because a till that is down and a report that looks odd are not the same emergency.
Multiple ways to get help
Customer support
Account questions, onboarding a new site, or making sure you are getting value.
Talk to us