Support and Contact

Contact CIZARO Support

Support Hours

Standard support is available Monday through Friday, from 8:00 AM to 8:00 PM Eastern Time. Holiday support may be limited. Support may be temporarily limited, interrupted, or delayed due to maintenance, repair, upgrades, relocation, or events beyond our reasonable control.

Support Methods

Depending on your product, subscription, service plan, reseller arrangement, and the nature of the issue, support may be provided through one or more of the following methods:

• in-product support tools;
• internet or customer portal support;
• chat or messaging;
• email;
• remote control or remote assistance sessions; and
• phone support.

What to Include in a Support Request

To help us respond faster, please include:

• company name and branch/location;
• contact name, email, and phone number;
• app, product, or module affected, such as POS, ERP, CRM, inventory, ecommerce, accounting, reporting, sync, API, mobile app, or support portal;
• software version, device/workstation name, operating system, and database/server details when available;
• clear description of the issue and steps to reproduce it;
• screenshots, error messages, logs, invoice/order numbers, or transaction IDs when relevant;
• whether the issue affects one user, one station, one branch, or all users; and
• business impact, such as blocked sales, blocked invoicing, blocked inventory, slow performance, or reporting issue.

Account and Data Deletion Requests

If a CIZARO app or service allows account creation, users may request deletion of their CIZARO-managed account and associated personal data. This applies mainly to CIZARO mobile apps, SaaS services, hosted services, online portals, cloud-connected services, and support/account records managed by CIZARO. For desktop or on-premises installations where accounts and business records are controlled by the customer organization, deletion may require action or approval by the organization administrator. To start a deletion request outside the app, email Support@cizaro.com with the subject line Account Deletion Request.

Please include the company name, user email, app/service name, and enough information for us to verify the account. If the request concerns a business account or organization-controlled data, we may need to verify the requester's authority or coordinate with the organization administrator before deleting company data. Some data may need to be retained for tax, accounting, audit, security, fraud-prevention, dispute, backup, legal, or regulatory reasons. We aim to acknowledge deletion requests promptly and complete valid requests within a reasonable time, normally within 30 days unless a different period is required or permitted by applicable law.

Privacy Questions

For privacy questions, account deletion, data deletion, or privacy rights requests, contact Support@cizaro.com. See our Privacy Policy for more details.

Priority Guide

Use this guide to explain the business impact when opening a ticket:

• Critical: system is unavailable, sales are blocked, fiscal/electronic invoicing is blocked, or multiple users/branches cannot work.
• High: important function is failing, but there is a temporary workaround.
• Medium: issue affects a limited workflow, user, report, layout, or integration.
• Low: question, configuration request, minor issue, training request, or non-urgent improvement.

Remote Support

When needed, CIZARO may use remote control or remote assistance tools to investigate and resolve issues. By requesting or accepting remote support, you authorize CIZARO support personnel or authorized service providers to access the relevant workstation, server, database, files, logs, or application screens only as reasonably necessary to provide support. You should ensure that confidential information not required for support is closed or protected before the session begins.

Customer Responsibilities

You are responsible for maintaining your hardware, internet access, network, operating systems, database backups, usernames, passwords, permissions, devices, printers, integrations, and any third-party services required for your environment unless your order states otherwise. Unless your order includes backup or restoration services, you are responsible for regularly backing up your data.

Updates and Maintenance

CIZARO may provide software updates, patches, maintenance releases, bug fixes, enhancements, and new versions at its discretion or according to your order. Support may ask you to install updates or provide technical information needed to diagnose an issue.

Service Availability

CIZARO uses commercially reasonable efforts to provide associated services on a 24/7 basis, but services may be unavailable from time to time due to maintenance, repairs, equipment issues, telecommunications failures, hostile network attacks, network congestion, or causes beyond our reasonable control.

Company Information

Important Notes

• Some support services may require an active subscription, maintenance plan, or additional fees.
• Support terms may vary by product, reseller, country, order, or service plan.
• Support does not replace your responsibility to maintain backups, secure access credentials, and use the software according to applicable law and your agreement with CIZARO.