Standard support services policy

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

It does not apply to:

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.

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

Version 1
Last reviewed: 2nd October 2023