Services · Support
Software is a service, not a shipment.
Three tiers, one philosophy: real engineers, measured response times, and a named human when it matters most.
Why support matters
A system is only as good as its worst day.
A business management system is only worth what it returns on a busy Tuesday evening. That's when receipts jam, payments fail, the power cuts, and the manager on the floor needs a human — not a ticket number — to get the till running again.
- P1 response
- Hours
- Uptime
- 99.9%
- Coverage
- Extended
No queue, no handoffs — just the team that already knows your system.
Three tiers so you pay for cover that matches the risk, not for a poster on the wall. Real engineers. Measured response. A named human when the stakes are high.
- Phone
- Chat
- Portal
- Training
- Migration
- Upgrades
- Monitoring
Plans & services
Three tiers. One philosophy.
The tier sets the SLA; the philosophy stays the same — real engineers, honest status, and a human named to your account.
- 01 / 06
Tier 01
Standard
Business-hours support for single-outlet deployments and small teams. Next-business-day response, covered by the same engineers who wrote the code.
- A response by the next business day — every time
- Raise a ticket by email or portal, not phone tag
- Monthly report shows what broke and what didn't
- No annual lock-in for small deployments
- 02 / 06
Tier 02
Priority
Same-day response, a dedicated engineer on your account, and a 99.5% uptime SLA. For multi-outlet operations and growing teams.
- Critical incidents addressed the same business day
- The same engineer handles every ticket on your account
- Uptime reported monthly — credits if we miss
- Chat triage beats any phone queue
- 03 / 06
Tier 03
Enterprise
Priority response across extended hours, named Customer Success Manager, 99.9% uptime target, quarterly business reviews — and the engineers who built the system take the call.
- After-hours cover for critical incidents — not just 9 to 5
- A single name to escalate to when the stakes rise
- 99.9% uptime target, with credits if we miss
- Quarterly business review with the founder
- 04 / 06
Service
Training
On-site or remote training — for new users at a new outlet, or for new admins taking over the system. Delivered by the team that rolled it out.
- New hires ready for the till by day two
- Workshops for the people who manage the system
- Video library tuned to your config, not ours
- Runbooks your team will actually open
- 05 / 06
Service
Upgrades
We apply releases to your environment, regression-test them, and report what changed — so your team can focus on the floor, not on change notes.
- Releases scheduled around your peak hours
- Tested against your config before the counter sees it
- Change report delivered before and after every release
- Rollback plan written, not assumed
- 06 / 06
Service
Migration
From legacy tools to ProSystem — with parallel running, staged cutover, and zero downtime on the busy parts of the day.
- Old and new run in parallel until numbers match
- Cut over in staged waves, not one Friday night
- Reconciliation report signed before go-live
- Legacy system archived, not abandoned
What we commit to
The numbers on the support page.
Everything else is in the contract.
- P1 response
- Hours
- Uptime target
- 99.9%
- On-call model
- Named pod
Enterprise covers extended hours for critical incidents. Priority: same business day. Standard: next.
Enterprise. 99.5% on Priority. Measured monthly, reported openly.
The same engineers who built your system take the call.
Email support@prosystem.com.bd or fill in the contact form. Enterprise clients also have a direct WhatsApp channel.
Next business day on Standard · Same business day on Priority · Extended-hours response for P1 incidents on Enterprise. Exact windows are in your support plan.
Releases to the core platform are included. Custom work — a new integration, a new report — is scoped separately via a Statement of Work.
Yes. Many multi-outlet clients run Priority at HQ and Standard at smaller sites. We'll help you model it.
Twelve months, renewing annually. Month-to-month is available on Standard for small deployments.