Onboarding & Support Policy

Onboarding costs and timelines depend on whether an integration already exists for your POS or ERP system.

• Existing integration: If ToolSwift already has an integration for your system, onboarding is faster and more cost-effective because the foundation is already established.
• Custom integration: If a custom integration is required, additional development work will affect both cost and timeline.

In all cases, onboarding includes data migration, integration setup and testing, and pre-launch training. We will review exact pricing and timelines for your specific setup during the onboarding process.

Most integrations are feasible, even without a formal API. The system must provide some export capability for us to use. While a REST API is preferred for optimal integration, it is not required.

Before any commitment, ToolSwift conducts a free feasibility assessment and shares the results with you, ensuring transparency before any costs are incurred. If no suitable API or export path exists, we will develop custom middleware or, in some cases, desktop-based software to enable integration.

ToolSwift operates two support channels:

• Marker.io: Embedded in all ToolSwift applications, including customer-facing sites and administrative dashboards, so users can raise an issue in context from within the product
• Email: support@toolswift.ca, delivered to the full development team immediately

Target Response Times

• Critical defects and incidents: responded to within 24 hours
• Standard change and support requests: fulfilled within one to three business days

Training does not end at launch. It continues as new features are introduced, tailored to your team's needs. An AI assistant to support daily use is in development and is not yet enabled for customers.

Customer-facing changes are communicated by email to store administrators from our official noreply@toolswift.ca address. We also deliver in-app notices for new feature releases. Internally, every change follows specification approval, pull request review, and blue/green deployment with rollback capability.

ToolSwift does not maintain a public roadmap. Development priorities are determined by the features that will benefit the greatest number of clients, rather than a fixed timeline.

If you require a specific feature sooner, we can scope and deliver a custom, paid solution to address your needs promptly.

If you have questions about onboarding or support not addressed here, please contact support@toolswift.ca.