Standard support services policy

Scope

This policy describes the standard support services that are provided to all customers using the OneFile software and services.

It does not apply to:

  • Customers with enhanced support packages
  • Customers and users of the CPD software

Definitions

In this policy:
Agreement” means the separate documented agreement that has been signed by Onefile Ltd and the customer;

“Authorised Users” means the persons who have authorised to use the software as defined in the Agreement;

Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business;

Normal Business Hours” means 9.00 am to 5.30 pm local UK time, each business day.

Policy

Telephone Support

  • Telephone support will be provided during normal business hours as specified in the agreement
  • During busy periods, a message will be taken if a support advisor is unable to take the call and the call will be returned within 12 Normal Business Hours
  • All telephone calls will be logged in our helpdesk software and issued with a unique ticket reference

Email Support

  • Email support will be provided during normal business hours to all authorised users
  • All support enquiries will be responded to within 12 normal business hours
  • All email enquiries will be logged in our helpdesk software and issued with a unique ticket reference

Qualifications

  • Qualifications provided by the awarding body will be input by Onefile Ltd and a timescale will be provided for completion within 12 normal business hours

Online Support

  • Access to user guides and help pages