Rakwa POS is a product of Rakeen Software. Trade licence [Trade licence number]. VAT TRN [VAT TRN].
1. Availability
We aim to keep the Rakwa cloud available around the clock. Specific uptime targets, service credits and support hours for paid plans are set out in your order form. Trials and preview features come without an uptime commitment.
In hybrid and sovereign mode, selling in the branch continues on the Branch Box when the internet or the Rakwa cloud is unavailable.
2. Status and incidents
Live status of the API, console, sync, notifications and guest ordering, with incidents and maintenance, is published at https://app.rakwapos.com/status and shown in the console.
3. Support
- Help with access, setup, defects and how-to questions, by WhatsApp, e-mail and "Report a problem" in the app.
- Remote screen view only with your consent; for offline or sovereign boxes, through a session you start.
- Menu migration, integrations, custom reports, on-site installation and training may be quoted separately.
4. Maintenance and updates
We schedule planned maintenance outside peak service hours where we can and announce it on the status page. App and Branch Box updates are rolled out in stages and can be rolled back.
5. Exclusions
Service levels do not cover outages caused by your network or power, third-party services, misuse, unsupported hardware or changes, force majeure, or announced maintenance.
Last updated: 5 November 2026.