Service and Support
Especially at second glance...
There are many POS systems worldwide, but Hypersoft offers far more than just standard solutions. Our software is characterised by innovative concepts and unique functions that support your business success securely and sustainably.
However, the really special thing about Hypersoft lies in an often underestimated area: our support. We are passionate about the long-term success of every company that has invested in Hypersoft.
Communication takes centre stage - from your initial interest in Hypersoft to the individual implementation of your requirements and continuous further development. This dialogue accompanies you through a complex system that is constantly growing and adapting to new challenges. In addition to changing customer wishes, legal requirements also influence the demands placed on your POS system.
This is precisely why Hypersoft is an indispensable component of your business success. The better you know the system, the more effectively you can utilise its potential. Our many years of experience show that those who work intensively with Hypersoft are among our most successful customers.
Efficient support communication plays a decisive role in providing you with the best possible support. In this section, we present the best ways in which we can provide you with targeted support and ensure your success together.
We provide our standard support in German. For some projects, we also provide special support in English. Your enquiries can only be processed in the standard system if they are in German or, if agreed in the project, in English.
Some of Hypersoft's partner companies work mainly or exclusively in English. This is mentioned with the corresponding products. Examples: the Adyen Payment Portal and its analyses are in English, but can be translated directly by you into another language using browser tools. Deliverect, our recommended partner for delivery services, also generally only works in English.
Support service and SLA for all customers
Every Hypersoft customer gets access to:
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Support ticket system (Hypersoft employees, SLA-controlled)
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This online documentation & the Hypersoft Portal
Our response times are based on the Service Level Agreement (SLA).
Basic support (SLA standard)
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• Support via ticket system, e-mail & telephone (weekdays, 9 a.m. - 6 p.m.)
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• Response times according to priority:
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o P1 (critical): < 1 hour
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o P2 (high): < 6 hours
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o P3 (normal): < 1 working day
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• Access to product roadmaps, betas & updates
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• Regular system maintenance, SQL database support
Extended support
Service package Contents:
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Hands-on support Monthly 30 minutes of active system care*
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Enterprise Service 60 minutes of support incl. personal contact person (SPOC)**
* Additional requirements according to service catalogue
** SPOC = Single Point of Contact (for up to 10 branches)
Services and delimitation of support
| Component | Cover | Note |
|---|---|---|
| Hypersoft software | ✅ Comprehensive support | Includes programmes, drivers & SQL server support |
| Operating systems (e.g. Windows) | ❌ Optional | Only eligible for support under separate contracts |
| Network devices | ❌ Optional | Planning and maintenance are carried out in-house |
| Server (own or third-party hardware) | default for Hypersoft hardware | Third-party devices can only be serviced after consultation / exchange |
Fiscal security (HS-SSP)
With the Hypersoft Security and Auditability Service (HS-SSP), you can keep your cash register audit-proof.
Important: The operator remains fully responsible for TSE maintenance and procedural documentation. Report defective TSEs immediately.
✅ Recommendation: Work closely with your tax advisor and create procedural documentation.
Security = business success
Our systems include fraud protection to minimise risks. Preventive measures cost less rework.
️ Tip: See audits as an opportunity for optimisation - many customers pass them without any problems by consistently applying our recommendations.
Further documentation:
Licences for the Hypersoft system
System landscape and installation
English and international version
Languages: Hypersoft Multilingual
Back to the parent page: Cooperation with Hypersoft