TCS POS for NetSuite – Support Policy

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TCS POS runs off the NetSuite platform.  http://www.netsuite.com.au/portal/au/platform.shtml

If the NetSuite server is down then TCS POS is not available online. See https://status.netsuite.com/ for NetSuite uptime and status.

TCS POS is a cloud based software. It is the responsibility of the client to provide a stable and efficient internet connection.  We recommend the client needs a backup internet connection policy, such as mobile phone or internet dongle.

TCS POS provides an offline solution to enter a basic sale only. If you have purchased the Offline Processing add-on then TCS POS can be accessed in this manner if installed on a local device being Windows 10 (or greater) PC and Laptop. Offline Processing limitations are described as per the TCS Estimate.

TCS offers support to ensure that any updates to the TCS POS bundles (81433, 278283) do not affect the performance of TCS POS.  TCS will provide resources during the upgrade process and suggest important areas to test.  However it is the responsibility of the client to test TCS POS after an upgrade of the TCS POS bundles.

TCS POS uses the best practices for NetSuite.  Any scripts or workflows or custom fields deployed in NetSuite is the responsibility of the client to ensure they do not affect TCS POS processes.  TCS provides support and advice to clients on how to set scripts and workflows and custom field so TCS POS is not adversely affected.

TCS cannot provide sufficient support unless TCS resources have access to the client’s NetSuite account.

TCS cannot guarantee the performance of TCS POS if the following areas of the NetSuite are amended without prior discussion with TCS.

        • Changes to TCS POS settings page
        • Changes to TCS POS location settings
        • Changes to TCS POS user set up
        • Changes to TCS POS registers
        • Updating bundle 278283
        • Updating bundle 81433
        • Updating forms used by TCS POS
        • Updating printed templates used by TCS POS
        • Workflows
        • Scripts
        • Custom fields
        • Custom records installed via bundle 81433
        • Changes to NetSuite settings

     

    Hours of support

    8.30am to 5.30pm AEDT Monday to Friday (excluding public holidays)

    General non urgent support queries the client can expect a response within 24 hours

  • After hours support by an allocated mobile number and email address or use support@truecloudsolutions.com.au

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