Maintenance & Support
How support works across all our software, hardware, clocking machines and Point-of-Sale systems.
Per our Warranty, Maintenance & Support Agreement, Version 2.0 (January 2026)
Support & Rates
Free Support Period
2 months
of basic technical support for purchased products and services, from the signing of your agreement
The free support period includes:
- Remote troubleshooting via approved platforms
- Phone support for urgent issues
- Basic reconfiguration of purchased systems
Excludes: customisation, training, on-site visits (subject to management discretion), and internet, network or electrical infrastructure issues.
Training & refresher sessions (for new and existing employees) on any of our software, systems or solutions: TT$1,000 per session, for up to 5 persons simultaneously — virtual or on-site.
Clients with an existing annual maintenance agreement: your arrangement continues as agreed. New annual plans are no longer offered.
Standard Maintenance Coverage
Included during the free support period, or under paid support, across all services, software and hardware provided by SystemAid — including clocking machines and Point-of-Sale systems.
Software maintenance
Updates, patches, and bug fixes for SystemAid-provided software. Reproducible programming errors are covered under our software warranty.
Technical support
Troubleshooting via phone, email, or remote access.
Re-installation
Re-installing SystemAid software on original or additional approved devices and locations.
Backup assistance
Guidance on backup procedures, and restore assistance in case of hardware failure or data corruption.
Router port settings
Re-creation of port numbers and port-forwarding settings on supported routers.
IP address changes
Resetting or updating IP addresses for application and device connectivity.
Clock software
Resetting, updating or re-installation of clock software (Download Manager, Time & Attendance).
Clocking systems
Resetting, updating, or re-installation of the clocking system — hardware or software.
Printer support
Resetting or troubleshooting printer properties, and re-installation of drivers for directly connected printers.
Not Included / Quoted Separately
These fall outside free support and standard maintenance:
Custom development & modification
Feature additions, workflow adjustments, and third-party integrations are always quoted separately, with a written statement of work and approved pricing before work begins.
Training
Formal training or refresher sessions at TT$1,000 per session, up to 5 persons simultaneously (virtual or on-site).
On-site visits
All on-site support is billed at the standard rate of TT$450 per hour.
Networking & infrastructure
We don't provide network cabling or infrastructure setup, router/Wi-Fi configuration beyond basic port forwarding for our products, or ISP liaison — but we can recommend trusted third-party providers (their work is under their own terms).
Client responsibilities
- Maintain regular, verified backups of all data and system configurations.
- Provide a safe working environment and necessary access for SystemAid personnel during business hours.
- Keep equipment under appropriate power protection (UPS recommended).
- Maintain valid licences for any third-party software required for system operation.
- Designate at least one primary contact for support communications.
Scheduling, payment & liability
- Paid-support scheduling is set by SystemAid based on technician availability, workload, and the assessed priority of the request.
- Fees are due on receipt of invoice; services may be suspended without notice for overdue payment, and reinstatement may require settling all outstanding balances plus a reactivation fee.
- SystemAid's total liability is limited to the fees paid for the specific product or service in the prior 12 months; indirect losses (profits, data, downtime) are not covered.
- SystemAid is not liable for problems caused by your ISP, network provider, or electricity supply.
This page summarises the standard terms of our Warranty, Maintenance & Support Agreement (v2.0). Where a signed agreement exists for your purchase, that agreement governs.
Need support right now?
Email [email protected] or call 289-1947 — we provide support by phone, email, remote access, and on-site.