Support you can
count on.
Practical advice, personal service and more than 30 years of software experience. We’re here to help you get the most from your Rapidsoft system.
More than software.
A lasting relationship.
Since 1995, Rapidsoft has been developing and supporting business software from Johannesburg. We bring that experience to the everyday questions and unexpected challenges that come with running a business.
Good support starts with listening. We take the time to understand the issue, explain the next steps in plain language and help you get back to work. Whether you need guidance with your system, help with a printer or a fresh installation on a replacement PC, you can turn to people who know the software.
We value the trust our clients place in us and the relationships built over many years. Our aim is to make getting help straightforward, with practical assistance and clear communication along the way.
How support is charged.
Our technical time is a paid service that helps us continue providing personal, experienced support. Here is how support and reinstallation are charged, including month-end billing for clients with an ongoing account arrangement.
Help across your system.
Phone, email, WhatsApp, remote access (including TeamViewer), and on-site assistance are billed as support time under your agreed arrangement.
15-minute blocks.
Support is billed at our hourly rate for the applicable year, with a 15-minute minimum and time rounded up to the next 15-minute block.
Getting set up again.
Reinstalling or moving your software carries a separate fee, quoted or covered by an existing agreed arrangement. Support outside the installation scope is additional.
Work may be authorised through an individual request or an existing support arrangement, as explained under account arrangements below. Charges do not apply where the work is already included in your agreement or must be provided without charge under an applicable warranty or law. Your rights remain protected.
Your software and ongoing support.
Where our point-of-sale software is sold on a once-off licence with no monthly or annual licence fees, that arrangement covers the agreed right to use the software. It does not include unlimited technical assistance, future reinstallations, or maintenance of your computers and equipment.
Only installation, training or support expressly included in your purchase or support agreement is included in that price. Any past assistance provided at no charge is a goodwill gesture for that occasion; it does not create an ongoing entitlement to free support or change an existing agreement.
Practical help across your system.
Billable work includes time spent investigating, advising, troubleshooting, configuring, testing, training and following up on your request, whether we help by phone, email, WhatsApp, TeamViewer, another remote-access tool, or in person.
- Software assistance: help using the system, correcting settings, user training, and investigating reported problems.
- Printers and other equipment: receipt printers, label printers, scanners, cash drawers, drivers, connections and settings.
- Your computer environment: Windows, networks, internet connections, security software, third-party software, and problems following a crash, update or hardware change.
- Data assistance: backup checks, restoration, transfers and recovery work, where available and agreed.
A problem appearing while you use our software does not necessarily mean the software caused it. Authorised investigation and assistance are chargeable even when the cause is hardware, another provider’s system, or a setting outside our software, subject to applicable warranty and legal rights.
Time spent. Clearly billed.
Our support hourly rate is set annually. The applicable rate and any VAT are communicated through your ongoing account arrangement or when individual work is agreed. Rate changes are communicated in advance and applied under the agreed terms; they do not retrospectively change charges for work already authorised.
There is a minimum charge of 15 minutes per support request. We add together the time actually spent on that request across all channels, then round the total up to the next 15-minute block. Each block costs one quarter of the agreed hourly rate.
| Time spent | Time billed | Share of hourly rate |
|---|---|---|
| 1–15 minutes | 15 minutes | 25% |
| 16–30 minutes | 30 minutes | 50% |
| 31–45 minutes | 45 minutes | 75% |
| 46–60 minutes | 60 minutes | 100% |
For example: a 10-minute phone call and 10 minutes of remote assistance on the same request total 20 minutes, billed as 30 minutes. The same 15-minute rounding continues beyond the first hour.
Reasonable, authorised diagnostic work may still be payable if a problem cannot be resolved, depends on a third party, or you decide not to proceed with a repair. This does not remove our obligation to provide services with reasonable care and skill or your rights to a remedy for defective work.
Getting you set up again.
If a PC crashes, is replaced, is reformatted, or needs the software installed again a year or two after purchase, the reinstallation carries a separate fee. Having already paid for the software does not pay for the labour involved in installing and setting it up again.
The reinstallation fee and included work are set out in a quote or an existing agreed arrangement that covers reinstallations. This is a service charge, not a second charge for an existing valid licence; any licence limits or transfer conditions still apply.
Work outside the agreed installation scope is billed separately as support in 15-minute blocks. This may include fixing Windows, setting up printers or networks, repairing equipment, recovering damaged data, transferring data, or additional training, unless expressly included in the installation fee.
Additional support may proceed under your existing authorisation where it covers that work and its charges. Otherwise, we agree the extra work and estimated charge with you before proceeding. We obtain further approval before exceeding an estimate or agreed spending limit. Time already covered by the installation fee is not charged again as support.
For example: you ask us to reinstall your software on a replacement PC and help reconnect a printer. If printer setup falls outside the installation fee, it is billed as additional support under your agreed account arrangement or a separate approval.
Familiar support.
Flexible billing.
Many of our clients have worked with us for years. Under an agreed ongoing support or account arrangement, you or an authorised member of your team can ask us to assist, we carry out the work, and we invoice at month-end or on your agreed billing cycle.
A separate quote or fresh written approval is not needed for every routine request where the work is already covered by your standing authorisation, agreed rates and any spending limits, and no additional approval is required by law. Work carried out on account remains chargeable even though the invoice follows later.
For new clients, or work outside an existing arrangement, we agree the scope and charging basis with you before proceeding. If work would exceed an estimate or agreed spending limit, we explain the additional estimated charges and obtain further approval.
Where the law requires specific authorisation for repair or maintenance work, we obtain it before proceeding: approval of an estimate, a recorded decision to proceed without an estimate, or recorded authorisation up to a specified amount. An ongoing account arrangement does not override those requirements.
Asking for our rates, arranging a booking or raising a billing or warranty query does not itself incur a support fee. If an estimate requires chargeable diagnostic work, we disclose that charge and obtain approval before carrying it out.
Payment is due under your agreed account or invoice terms. Any advance payment requirement is discussed beforehand. Our invoices identify the work and charges, and you may request a breakdown of recorded support time. Simply visiting this page does not create a billing agreement.
Have your system ready.
Keep current, usable backups of your business data and tell us before work starts if no backup is available. Provide authorised access, the necessary credentials and valid software licences. Remote access is used with your permission for the agreed work.
A software reinstallation does not automatically restore lost data. Recovery depends on the available backups and the condition of the data and equipment. Recovery work must be covered by your existing authorisation or separately agreed if it is outside the installation scope.
Support is scheduled during our published support hours, subject to availability and any response times in your agreement. Contact us to confirm an appointment and the current rate.
Clear terms. Fair treatment.
These terms apply to support work agreed with Rapidsoft. A specific existing agreement or warranty takes precedence where it provides different coverage or charges. This page does not retrospectively change an existing contract or authorise charges for past work.
Nothing here excludes or limits rights or remedies under applicable South African law, including the Consumer Protection Act where it applies. We do not charge for work we are legally required to provide without charge, and these terms do not exclude liability that cannot lawfully be excluded.
If you believe a fault is covered by a warranty or results from our work, tell us so we can assess it before agreeing any chargeable work. If you query an invoice, contact us with the invoice number and the item concerned so we can review it. Your right to use a lawful complaint or dispute-resolution process remains unaffected.
Policy updates apply to future work when disclosed and agreed. The terms and rate accepted for an existing job continue to govern that job unless a change is agreed.
We’re here to help.
Tell us what you need help with. We can also confirm your account arrangement, current support rate or reinstallation fee.