Version: 1.0
Effective Date: 1 August 2026
Last Updated: 11 September 2026
Document Owner: DataSimplified (Pty) Ltd
Support & Service Levels
HRSimplified provides responsive customer support and a reliable cloud-based HRIS platform for organisations using our HR and employee management software.
Our Support & Service Levels outline how HRSimplified handles customer support requests, incident priorities, target response times, platform availability, maintenance, database backups, disaster recovery and support escalation.
These service levels are operational targets rather than guaranteed resolution times and may be supplemented by specific contractual arrangements agreed with individual customers.
1. Customer Support
HRSimplified customers can contact our support team for assistance with system functionality, technical issues and general product queries.
The preferred method for submitting a support request is through the Help section within the HRSimplified application. This ensures that support requests are correctly routed and provides our support team with the relevant customer and system context required to investigate the request efficiently.
Where appropriate, customers may also escalate support matters through their designated HRSimplified contact.
Standard support is provided during normal South African business hours, excluding weekends and South African public holidays.
Critical platform incidents are monitored and may be addressed outside standard support hours where required to restore service.
2. Incident Priority Levels
Support requests are assessed according to their impact and urgency.
Priority 1 – Critical
The HRSimplified production platform is unavailable to a significant portion of users, or a critical system failure prevents normal business operations with no reasonable workaround available.
Target initial response: Within 2 business hours.
Critical platform incidents receive priority attention until service has been restored or a reasonable workaround has been provided.
Priority 2 – High
A significant system function is unavailable or materially impaired and affects multiple users, but the overall HRSimplified platform remains operational.
Target initial response: Within 4 business hours.
Priority 3 – Normal
A system function is not operating as expected, but the issue does not prevent normal use of the platform or a reasonable workaround is available.
Target initial response: Within 1 business day.
Priority 4 – Low
General questions, minor issues, configuration assistance, usability queries or other requests that do not materially affect normal system operation.
Target initial response: Within 2 business days.
3. Response and Resolution
The response times above represent our target for acknowledging and commencing investigation of a support request.
They are not guaranteed resolution times.
Resolution times vary depending on the nature and complexity of an issue, the availability of information required to reproduce the issue, customer-specific configuration, integrations, third-party systems and other technical dependencies.
Where an issue cannot be immediately resolved, HRSimplified will endeavour to provide appropriate progress updates and, where practical, a temporary workaround while a permanent resolution is investigated.
4. Service Availability
HRSimplified is designed and operated as a highly available cloud-based SaaS platform.
We target 99% or greater service availability, measured over a calendar month.
Service availability excludes circumstances outside the reasonable control of HRSimplified, including:
- Scheduled maintenance;
- Emergency maintenance required to protect the platform or customer data;
- Internet or telecommunications failures outside HRSimplified’s infrastructure;
- Customer network, device or browser issues;
- Customer or third-party systems and integrations;
- Cloud infrastructure incidents outside HRSimplified’s reasonable control;
- Force majeure events; and
- Suspension of service resulting from security, legal or account-related requirements.
The availability target is an operational service objective and does not constitute a service-credit or financial compensation commitment unless specifically agreed in writing with a customer.
5. Planned Maintenance
HRSimplified periodically performs maintenance, security updates and platform deployments to maintain and improve the service.
Where maintenance is expected to result in material service interruption, we will endeavour to provide customers with reasonable advance notice.
Where possible, planned maintenance that may materially affect customers will be scheduled outside normal business hours.
Emergency maintenance may be performed without advance notice where necessary to protect the security, integrity or availability of the platform.
6. Backups, Recovery and Business Continuity
HRSimplified maintains regular database backups and business continuity procedures appropriate to the operation of the platform.
Production databases are backed up daily. Our database infrastructure also provides point-in-time recovery capability, providing additional recovery options beyond the standard daily backup cycle.
These measures are designed to reduce the risk of permanent data loss and enable restoration of customer data and services following a significant infrastructure, database or application failure.
Actual recovery time and the recovery point available during an incident may depend on the nature, scope and severity of the failure and the affected infrastructure.
HRSimplified therefore does not guarantee a fixed Recovery Point Objective (RPO) or Recovery Time Objective (RTO) as part of its standard service offering.
Where a customer has specific RPO or RTO requirements as part of its business continuity, governance or procurement requirements, these can be discussed and assessed separately.
7. Security Incidents
Suspected security incidents are prioritised according to their potential impact on the confidentiality, integrity and availability of customer data and the HRSimplified platform.
Where a confirmed security incident affects customer personal information, HRSimplified will follow its applicable incident response and notification procedures and cooperate with affected customers in meeting applicable regulatory obligations.
Further information regarding our security and privacy practices is available through the HRSimplified Trust Centre.
8. Customer Responsibilities
To assist us in resolving support requests efficiently, customers should provide sufficient information to reproduce and investigate an issue, including where applicable:
- The affected user or organisational area;
- A description of the issue;
- The steps leading to the issue;
- Relevant screenshots or error messages; and
- The approximate date and time the issue occurred.
Customers are responsible for maintaining supported browsers, suitable internet connectivity and appropriate user access and security practices within their organisation.
Email Delivery and Domain Configuration
HRSimplified uses email for important system communications, including account activation, password recovery, notifications and two-factor authentication (2FA).
For corporate customers, HRSimplified expects the customer to cooperate with the allowlisting of HRSimplified sending domains and email services within their organisation’s email security environment.
This may include configuration by the customer’s IT team of mail gateways, spam filtering, security products or other email-delivery controls.
HRSimplified will provide the relevant sending-domain and configuration information required by the customer’s IT team.
HRSimplified cannot guarantee delivery of system-generated emails where messages are rejected, quarantined, delayed or blocked by the customer’s email infrastructure, security policies, spam filtering or third-party email provider.
Customers should therefore ensure that HRSimplified system emails, particularly security-related communications such as 2FA messages, can be reliably delivered to their users.
9. Product Enhancements
Requests for new functionality or changes to existing functionality are treated as product enhancement requests rather than support incidents.
Enhancement requests are reviewed by HRSimplified and may be considered for inclusion in the product roadmap.
Submission of an enhancement request does not guarantee that the requested functionality will be developed or delivered within a particular timeframe.
Where a customer requires functionality specifically for their organisation, HRSimplified may separately scope and quote the requested development.
10. Escalation
Where a significant support issue remains unresolved or materially affects business operations, customers may request escalation through the Help section within HRSimplified or through their designated HRSimplified contact.
Escalated incidents will be reviewed according to their severity, business impact and technical complexity.
For support assistance, existing customers should submit a request through the Help section within the HRSimplified application.
11. Changes to These Service Levels
HRSimplified may periodically update these Support & Service Levels to reflect changes to our platform, infrastructure, support processes or operational practices.
Material changes will be published through the HRSimplified Trust Centre.
Need Assistance?
If you have any questions regarding customer data ownership, exports, archived access or data retention, our support team will be happy to assist.
Phone: +27 87 378 1154
Email: [email protected]