Standard Support
As referenced in the license agreement (the "Agreement") under which you obtain and are granted the right to use Brain Payroll software (the "Software"), this Support Services Policy document is the primary document used to communicate software’s support policies. This Support Services Policy sets forth Brain Payroll support terms and conditions, as well as provides a description of Brain Payroll Software’s support levels based on incident priority.
Capitalized terms used herein shall have the meaning set forth below, or in the Agreement, as applicable:
“Error/Defect” means an error in the Software which causes a material non-conformity of the Software with the specifications therefore set forth in Brain Payroll’s published documentation (the "Documentation").
"Error/Defect Correction" means the use of reasonable commercial efforts to correct Errors.
"Fix" or “Resolution” means the repair or replacement of executable code of the Software to remedy an Error.
"Workaround" means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer’s use of the Software.
The Brain Payroll support team will provide customer support via Telephone line and email designated to the standard customer support.
A support ticket number is required to receive the support. Support ticket can be generated as specified in the section 3 of this document.
As per the monthly support allowance agreed in the license agreement the standard customer support is provided at no additional cost during the UK hours of 9.00 am to 5.30 pm, Monday to Friday excluding all public holidays.
Customer can purchase bespoke support package as per their specific needs if not covered by Standard Support offering.
Send email to [email protected] with incident details and screenshot so that support can reproduce the issue.
User will receive an automated email from Helpdesk with ticket number and assignee details
Automated email will be received as soon as the ticket is resolved with solution to the user.
In case of escalations or no response from helpdesk please follow following escalation steps
Use chat support if shared during account creation
Call your dedicated named support contact or hotline (if available)
Call your account manager established during license agreement
| Priority | Incident Severity | Definition | Initial Response Time | Expected Resolution Time | Compensation Credit Matrix (#,%) | Examples |
|---|---|---|---|---|---|---|
| 1 | Emergency | Service not available (all payroll and users are affected) | 2 Working Hours | Within 8 Working Hours | 3 times the number of working hours surpassing maximum expected resolution time. | - Virus outbreak - Database corruption |
| 2 | Critical | Significant degradation of Service (Critical Payroll function affected. 25% payroll or users are affected) | 2 Working Hours | Within 16 Working Hours | 2 times the number of working hours surpassing maximum expected resolution time. | - Software breakdown - Core Payroll Issues |
| 3 | Major | Limited degradation of service (More than 5% number of user are impacted however operations can continue with alternative workaround) | 4 Working Hours | Within 24 Working Hours | Same as the number of working hours surpassing maximum expected resolution time. | - Pension for a specific scheme is not working |
| 4 | Normal | Less than 10 employees are affected, however operations can continue with alternative workaround | 8 Working Hours | Within 8 Weeks | N/A | - Report Issue for one of the client |
| 5 | Low | Issue which do not lead to degradation of Service | 16 Working Hours | N/A | N/A | - Cosmetic issues |
# Excludes incidents caused by 3rd party (services/infrastructure not provided by Brain Payroll) failures or degradations.
% Compensation credit is calculated based on Monthly Software License Fees/160hrs. Credit gets applied in the subsequent billing cycle.
Customer can read more about how to get to a resolution quickly by visiting our support knowledge base, user guide, support videos and FAQs section in the Brain Payroll Portal.
From time to time, the Software Platform may be updated to incorporate defect corrections and minor changes and upgraded to incorporate enhancements, improvements or modifications, including security upgrades and incorporating additional functionalities. Notice may (though not necessary) be issued for such updates and upgrades.
Error Correction. Brain payroll exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of Software.
Exclusions. Brain payroll shall have no obligation to support: (i) altered or damaged Software or any portion of Software incorporated with or into other software; (ii) Software that is not the then current release or immediately previous sequential release which is aged twelve (12) months or more since the issuance of the successive release; (iii) Software problems caused by Customer’s negligence, abuse or misapplication, use of Software other than as specified in Brain Payroll user manual or other causes beyond the control of Brain Payroll; or
DISCLAIMER OF WARRANTY. CUSTOMER HAS BEEN PROVIDED SUFFICIENT TRIAL AND LICENSEE HAS DONE RIGOROUS USER ACCEPTANCE TESTING; INCLUDING PARALLEL RUNS. THE LICENSEE ACCEPTS THE LICENSED PROGRAMS "AS IS." LICENSOR PROVIDES NO WARRANTIES AS TO THE FUNCTION OR USE OF THE LICENSED PROGRAMS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR PARTICULAR PURPOSE. THE LICENSEE HAS EVALUATED THE QUALITY, FUNCTIONALITY AND PERFORMANCE OF THE LICENSED PROGRAM AND HENCE ACCEPTS ALL THE RISK ASSOCIATED WITH THE USE OF LICENSED PRODUCT. LICENSOR DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN THE LICENSED PROGRAMS WILL BE UNINTERRUPTED OR ERROR FREE.
Changes. This Support Services Policy may be updated from time-to-time and is subject to change at Brain Payroll’s discretion.
