A till is not a website. If your shop cannot bill, that is not a next-working-day problem — so the phone is answered whatever the hour.
24 hours a day, every day.
Call or WhatsApp and you reach a person, not a queue.
Questions, setup help, feature requests, training.
Mon to Sat, 10:00 to 19:00 IST.
Urgent means the shop cannot trade:
• The till will not open or will not start
• Sales cannot be recorded or receipts will not print
• Stock, totals or takings look wrong
• Data appears to be missing
Anything on that list, at any hour, use the phone. Everything else is answered during business hours and usually much sooner.
• Answer the phone 24/7 for a shop that cannot bill
• Reply to everything else within one business day
• Take a backup before every update, and cancel the update if the backup fails
• Tell you within 48 hours if your data is ever exposed
• Publish exactly which versions get fixes, and for how long
• Promise an uptime percentage. There is no SLA, and we would rather say so than publish a number we cannot stand behind
• Run automated monitoring outside business hours. We will not always notice first — but you will always reach a person
• Recover data we never had. Local data is on your machine; keep your own backups
This is worth saying plainly, because it is unusual. Posnic runs on your own computer with your own database. There is no licence check, no expiry, and no server that has to be reachable for you to make a sale.
If our servers are down, you keep trading. If your internet is down, you keep trading. If you cancel a Cloud subscription — or if we stopped trading tomorrow — the application keeps running with all your data. Cloud adds sync, off-site backups and a dashboard you can open from anywhere. It is not a switch that turns your shop on.
The latest release gets fixes and answers. The previous minor version gets security fixes until the next one ships. Security fixes go out immediately rather than waiting for a planned release.
Updates install themselves when you close the till at the end of the day, so most shops are on the latest version within a day or two without doing anything. You can turn that off in Updates → Update settings if you would rather choose the moment yourself.
Write to security@posnic.com rather than posting publicly. We acknowledge within three working days, and we will not pursue anyone who reports a genuine issue responsibly.
Posnic is open source, so the policies are in the repository where you can read the whole thing and see every change ever made to it:
• Support lifecycle — supported versions, response times, platforms
• Backup policy — what is backed up, and what it does not protect you from
• Disaster recovery — getting back to working
• Incident response — who is told, and when
• Subprocessors — who else can touch your data. For the local edition: nobody
• Cloud terms of use and data processing addendum
If your business needs a signed data processing agreement, a subprocessor list on letterhead, or answers to a security questionnaire, write to info@posnic.com and we will send it.