Support Policy

Email contact@olympasapps.com from any address on your account, or use the support link inside the ERP. Every request is logged and tracked to resolution. There is no ticket allowance and no limit on the number of users who can contact us.

For anything urgent, put URGENT at the start of the subject line and tell us what has stopped, so we can triage it immediately.

Our support team is available Monday to Friday, 8:00 to 18:00 Central Time (United States), excluding United States public holidays.

Critical issues are monitored outside those hours. If the platform is unavailable or your ability to trade is blocked, contact us at any time, including nights and weekends, and we will respond.

We set severity with you when the request arrives, and we tell you if we think it belongs at a different level.

• Critical: the platform is unavailable, or you cannot take payment or trade. First response within 2 hours, at any hour, including weekends. Work continues until service is restored or a workaround is in place.
• High: a major function is broken or materially impaired, and there is no reasonable workaround. First response within 4 business hours.
• Normal: a feature is not behaving as expected, or a question that affects daily work. First response within 1 business day.
• Low: a question, a cosmetic issue, a configuration change, or a feature request. First response within 2 business days.

These are response targets, not guarantees, and they describe when a technician replies rather than when a problem is solved. Resolution time depends on the issue. A specific service-level commitment, if you need one, is agreed in a separate written agreement.

• Implementation and go-live, normally in two to four business days.
• Importing your existing data, including contacts, products, opening stock, and attendance history.
• Configuration help across every module, including tax rates, invoice layouts, receipt printers, barcode settings, roles, and permissions.
• Training your team, and access to the training materials in the HRM module.
• Diagnosing and fixing defects, as set out in our Warranty Claims Policy.
• Help with your white-labeled customer and vendor apps, including store submissions and updates.
• Ongoing platform updates, security patches, and new features, at no additional charge.
• Help exporting your data, at any time, including after you cancel.

• Bespoke development and custom integrations, which are quoted separately as custom implementation work.
• Systems we do not provide, including your internet connection, your devices, your accountant's software, and third-party services you connect to Goúri.
• Hardware repair. We will help you identify whether the fault is in the device or in Goúri, and you claim from the manufacturer or reseller.
• Running your business operations for you, such as entering your daily transactions or managing your stock counts.
• Support for your own customers. Their questions about their orders come to you, and we support you in answering them.

If you deleted something by accident, tell us quickly. Recovery from backups is not guaranteed, but we will make reasonable efforts, and we do not charge for trying.

If a request is not moving, reply on the same thread and ask for it to be escalated, or write to contact@olympasapps.com with ESCALATION in the subject line. Escalated requests are reviewed by a senior engineer, and we will give you a named owner and a plan.

We maintain the platform continuously and release most updates without interruption. Where planned maintenance requires downtime, we schedule it outside normal trading hours where we can and tell you in advance in the ERP or by email. Emergency maintenance, such as a security fix, may be carried out at short notice, and we will tell you as soon as we reasonably can.

Your account stays active for 24 hours after cancellation so you can export what you need, and we keep your data for a further 30 days so we can retrieve anything you missed. Ask us and we will get it for you at no charge. Full details are in our Return Policy.

For support, contact us at contact@olympasapps.com, or by mail at 111 Calvin St, Savoy, IL 61874.