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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 and provides a description of Brain Payroll Software's support levels based on incident priority.

1. Definitions

    • Error/Defect:An error in the Software which causes a material non-conformity of the Software with the specifications set forth in Brain Payroll's published documentation (the "Documentation").

    • Error/Defect Correction:The use of reasonable commercial efforts to correct Errors.

    • Fix or Resolution:The repair or replacement of executable code of the Software to remedy an Error.

    • Workaround:A change in the procedures followed or data supplied by the Customer to avoid an Error without substantially impairing Customer's use of the Software.

2. BAU Software Support and Escalation Channels

BAU support and escalation processes are essential for maintaining smooth operations and ensuring that issues are resolved efficiently and effectively. Here's a detailed outline of a typical BAU support and escalation process:

Step 1

Chat Support

Dedicated Teams Channel

During implementation Phase

Step 2

Contact Support Desk

XXX@brainpayroll.co.uk

Call/WhatsApp: +XX XXX

Step 3

Contact Delivery Manager

XXX@brainpayroll.co.uk

Call/WhatsApp: +XX XXX

Step 4

Escalate to Account Director

XXX@brainpayroll.co.uk

+44 XXXXXXXXXX

+44 XXXXXXXXXX

    • Customer Support:Provided via telephone line and email designated for standard customer support.

    • Support Ticket:Required to receive support. Support tickets can be generated as specified in section 3 of this document.

    • Support Hours:Standard customer support is provided at no additional cost during UK hours of 7.00 am to 7.00 pm, Monday to Friday, excluding all public holidays.

    • Bespoke Support Packages:Available for purchase as per specific needs not covered by the Standard Support offering.

3. Software Support Tickets

    • Email Incident Details:Send an email to helpdesk@brainpayroll.uk with incident details and a screenshot so that support can reproduce the issue.

    • Ticket Number and Assignee:User will receive an automated email from Helpdesk with ticket number and assignee details.

    • Resolution Notification:Automated email will be received as soon as the ticket is resolved with the solution.

    • Escalations

        • Use chat support if shared during account creation
        • Call your dedicated named contact support or hotline (if available).
        • Call your account manager established during the license agreement.

4. Incident Matrix

Priority Incident Severity Definition Initial Response Time Expected Resolution Time Compensation Credit Matrix (*,#) Examples
1 Emergency Service not available (all payrolls and users are affected) 1 Business Hour 8 Business Hours 3 times the number of working hours surpassing maximum expected resolution time.
  • Virus outbreak
  • Database corruption
  • All users unable to login.
2 Critical Significant degradation of Service (Critical Payroll functions affected. 25% payrolls or users are affected) 1 Business Hour 16 Business Hours 2 times the number of working hours surpassing maximum expected resolution time.
  • Software breakdown
  • Core Payroll Issues, unable to import payroll, submit FPS to HMRC
3 Major Limited degradation of service (More than 5% number of payrolls are impacted however operations can continue with alternative workaround) 2 Business Hours 24 Business Hours Same as the number of working hours surpassing maximum expected resolution time.
  • Pension for a specific scheme is not working
  • Unable to generate BACS but alternative is there.
4 Normal Less than 10 employee payrolls are affected, however operations can continue with alternative workaround 4 Business Hours With the next quarterly planned release N/A
  • Report Issue for one of the clients, cosmetic issues
  • How to set up any module
    • * Excludes incidents caused by third-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.

5. Knowledge Base And FAQs

Customers 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.

6. Service Credit Compensation

At Brain Payroll, we are committed to delivering exceptional service and ensuring that our clients' needs are met promptly and efficiently. To uphold our high standards of service, we have established a comprehensive business as Usual (BAU) support and escalation process. In the rare instances when service levels fall short of our Service Level Agreements (SLAs), we offer service credit compensation as a token of our commitment to your satisfaction.

    • Service Credit Compensation Form:If we fail to meet our SLAs, clients are eligible for service credit compensation. To apply for this compensation, please complete the service credit compensation form and submit it to our support team.

7. Maintenance And Support Terms

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 additional functionalities. Notice may (though not necessarily) be issued for such updates and upgrades.

    • Error Correction:Brain Payroll exercises 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:

        • Altered or damaged Software or any portion of Software incorporated with or into other software.
        • Software that is not the then-current release or immediately previous sequential release aged twelve (12) months or more since the issuance of the successive release.
        • 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.

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.

Note: This Support Services Policy may be updated from time to time and is subject to change at Brain Payroll's discretion.

8. Scope Of Support Services

At Brain Payroll, we are committed to delivering precise and dependable payroll calculations. Our system undergoes rigorous certification and testing, including annual test cases provided by HMRC to ensure compliance and accuracy. While we strive for perfection, we recognize that advanced scenarios may occasionally present challenges. Here's how we manage and support such instances:

    • Payroll Corrections:

        • Payroll Corrections:HMRC allows for corrections of any calculation discrepancies within the current period or at the end of the year. Brain Payroll stands ready to assist in promptly addressing and rectifying any identified errors.

        • Customer VigilanceWe empower our customers to review all alerts generated by our software and take timely action. Engaging with these alerts ensures that any potential issues are promptly addressed.

    • Support and Assistance:

        • Dedicated Support:Our knowledgeable support team is available to provide guidance and assistance with any calculation concerns. We are committed to helping you navigate and resolve any issues swiftly.

        • Collaborative Efforts with HMRC:For issues stemming from HMRC's systems or guidelines, direct engagement with HMRC is necessary. Customers must initiate contact with HMRC as they do not respond to inquiries from software providers. Brain Payroll is available to support and participate in these discussions if needed.

        • Comprehensive Assistance:Our team will be available to join HMRC calls when invited, offering technical insights and support to facilitate resolution.

    • Limitation of Liability:

        • Defined Responsibilities:As a software provider, Brain Payroll ensures that our calculations are accurate based on the data provided by users and HMRC guidelines. We do not assume liability for inaccuracies due to user input errors.

        • HMRC-Related IssuesBrain Payroll is not liable for issues arising from HMRC's systems or regulations. Customers must seek resolution directly with HMRC in such cases

        • Liability Boundaries:Our liability for calculation errors or material defects is limited to correcting the errors within our software. We are not responsible for consequential damages, including financial losses, penalties, or interest resulting from these errors.

    • Review and Updates:

        • Regular Monitoring:We encourage customers to consistently review payroll outputs and software alerts to maintain ongoing accuracy.

        • Continuous Improvement:Brain Payroll is committed to continuous improvement, regularly updating our software in response to customer feedback and regulatory changes to minimize the risk of calculation errors.

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9. Planned Maintenance Outages

The planned maintenance activity is performed during non-working (8:00 pm to 8:00 am) hours or at weekends. Critical updates, patches, and system optimizations are performed during these periods. We coordinate with relevant stakeholders to choose the least impactful times for operations and ensure that all maintenance activities are documented and reviewed. These maintenance windows are carefully planned and communicated in advance to minimize user disruption. Additionally, contingency plans are in place to address any unforeseen issues that may arise during the maintenance process, ensuring a swift resolution and return to normal operations.

10. Performance Statistics Against System Availability

Our application has achieved 99.99%* availability for the last quarter.

Performance Statistics:

Period Availability
Last 30 days 100%
Last 60 days 99.99%
Last 90 days 99.99%
*Excluding planned outages and third-party dependencies.

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