Zambia, welcome to the PayHCM family!
Terms and Conditions
Terms and Conditions of Use
1
INTRODUCTION
1.1
The PayHCM, powered by PaySpace Application is a scalable, agile, multi-country, 100% cloud based human capital management application that provides services related to payroll and human resources. The PayHCM Application enables businesses of all sizes to run a compliant best in class people management operation, cost effectively.
2
DEFINITIONS
2.1
“Agreement” means:
2.1.1
these Terms and Conditions of Use (“Terms”);
2.1.2
Service Provider’s Data Processing Agreement and Privacy Policy (“Privacy Policy”);
2.1.3
The proposal, where applicable, provided by Service Provider and accepted by Customer;
2.2
The documents comprising the Agreement shall be read in the order of precedence as per clauses 2.1.1 to 2.1.3 above.
2.3
“Business Day” means any day other than a Saturday, Sunday, or public holiday as gazetted, by the government of the country from which the Service is provided and where the Global, Regional or In-country Support Centre is located, from time to time.
2.4
“Business Hours” means the hours of [08:00 to 17:00] Monday to Thursday and [08:00 to 17:00] Friday, on a Business Day, in the country from which the Service is provided and where the Global, Regional or In-country Support Centre is located.
2.5
“Customer” means the company, affiliates or legal entity of that company, its employees, or third parties making use of Service Provider’s Services, for which Customer is accepting this Agreement.
2.6
“End User” means the intended recipient of a Proposal (regardless of whether such recipient enters into a separate contract or this Agreement is the contract with Service Provider) and any future or existing recipient of Business Partner’s services in the territory and who is authorised to use the PayHCM Application for its internal business purposes or for which Service Provider provides human resource and payroll services. It is specifically agreed Service Provider is solely responsible for the relationship and actions of the End User and that there is no relationship between Software Provider and End User. Any agreement to and acceptance of the terms of this agreement by the Customer automatically applies to its End Users. It is Customer’s responsibility to ensure that the stipulations of this Agreement are relayed to its End Users and that they have accepted same in line with the conditions of clause 5.2 below.
2.7
“Enhancements or Upgrades” means any changes to the PayHCM, Application that enhances the capabilities of the Application.
2.8
“Global, In Country and / or Regional Country Support Centre” means the country from which Service Provider is providing support, as defined in Table 1 – Support Levels and Table 2 – Support Locations.
2.9
“Service Provider” means the company from where Customer has received and accepted a written business proposal or quotation, i.e. PayHCM.
2.10
“PayHCM Application” means the computer software and related documentation comprising the private labelled payroll processing service marketed by Service Provider as PayHCM, as powered by PaySpace, including but not limited to any Enhancements or Upgrades provided by Service Provider during the term of this Agreement and made available by PayHCM as a white-labelled solution at the URL www.payhcm.co.za to the Customer.
2.11
“PayHCM Service, Services or Service” means Service Provider’s website, including related mobile apps, platforms, web services, implementation services, outsource services, support services or any content or information provided as part of these Services.
2.12
“Proposal” means the written cost proposal document, quote, order confirmation or email provided by Service Provider to Customer, wherein applicable and outlining the Services and costs of the deliverables to be provided by Services Provider and which has been accepted by Customer.
2.13
“URL” means Uniform Resource Locator.
3
ROLE CLARIFICATION
3.1
Service Provider is an organisation that utilizes PaySpace as its supplier of cloud‐based technology with the intention to sub-licence the PaySpace Application to its own End Users. Service Provider has obtained, in writing, the necessary authorisation to sub-licence the PaySpace Application to its End Users as PayHCM Application.
3.2
Customer is an organisation that utilizes Service Provider’s software, accessed from Service Provider, as its supplier of cloud‐based technology and services for its own internal use only and shall not be permitted to resell, sub-licence, lease, time share or otherwise make the Service available to any third party.
4
GOVERNING LAW
4.1
“Governing Law” means the law, which is to apply to the Agreement, and according to which the Agreement is to be interpreted, shall be the law of the country where Service Provider, as defined in clause 2.9, is located.
5
AGREEMENT
5.1
Customer agrees that by registering, accessing, logging in, using Service Provider’s Services or similar, Customer is entering into or has entered into this legally binding Agreement with Service Provider (even if Customer is using Service Provider’s Services on behalf of a company or 3rd party).
5.2
If Customer does not agree to the Agreement, then Customer should NOT enroll (or similar) and should not access or otherwise use any of the Services of Service Provider. Service Provider reserves the right to change the terms of this Agreement and will Customer if Services Provider does so. The parties agree that changes cannot be retroactive. If Customer does not agree to these changes, Customer must stop using the Services.
5.3
Registered users of the Services are “Members” and unregistered users are “Visitors”. This Agreement applies to both.
6
CUSTOMER’S LICENSE TO USE THE SERVICE
6.1
Customer information, or any derivatives thereof, contained in any of Service Provider’s repositories shall be and remain Customer sole and exclusive property.
6.2
Service Provider is provided a license and authorisation to process Customer data, for the sole and exclusive purpose of providing the Services, including a worldwide, transferable, and sub-licensable right to use, store, record, transmit, maintain, modify, process and display data, only to the extent necessary for the provisioning of the Services.
6.3
Service Provider’s license and authorisation commences on the date, as per clause 5.1 and continues until termination, as per clause 7. Customer agrees that Service Provider may access, store, and use any information that Customer provides in accordance with the terms of the Privacy Policy.
6.4
Customer is responsible for all activities conducted under its Users or End Users logins and for its Users or End Users compliance with this Agreement. Customer shall use the Service solely for its business purposes, in compliance with applicable law, and shall not:
6.4.1
send or store infringing or unlawful material;
6.4.2
send or store Malicious Code;
6.4.3
attempt to gain unauthorized access to, or disrupt the integrity or performance of the Service or the data contained therein;
6.4.4
modify, copy, or create derivative works based on the Service;
6.4.5
reverse engineer the Service;
6.4.6
access the Service for the purpose of building a competitive product or service or copying its features or user interface;
6.4.7
send or store infringing or unlawful material;
6.4.8
use the Service or permit it to be used, for purposes of product evaluation, benchmarking or other comparative analysis intended for publication without Service Provider’s prior written consent, and;
6.4.9
permit access to the Service by a direct competitor of Service Provider.
7
TERM AND TERMINATION
7.1
Customers: Software as a Service:
7.1.1
Service Provider may terminate this agreement at any time by giving 3 (three) months prior written notice to Customer. Service Provider also reserve the right to restrict, suspend, or terminate Customer’s account, without notice, if Service Provider believes that Customer may be in breach of this Agreement or law or are misusing the Services.
7.1.2
Customer may terminate this agreement at any time, provided that Customer’s account is paid up to date, by giving 30 days prior written notice to Service Provider. Notice of termination by Customer, needs to be sent to info@payhcm.co.za. Such notice is the absolute responsibility of the Customer and is required to ensure that Service Provider complies with the applicable laws with regards to data protection and the protection of a data subjects’ personal data.
7.2
Customer Outsourcing Services:
7.2.1
Service Provider may terminate this agreement at any time by giving 6 (six) months prior written notice to Customer. Service Provider also reserves the right to restrict, suspend, or terminate Customer account, without notice, if Service Provider believes that Customer/ may be in breach of this Agreement or law or are misusing the Services.
7.2.2
Minimum Term. This Agreement will remain in force for a minimum period of one (1) year from the Effective Date (the “Minimum Term”). Neither party may terminate this Agreement for convenience during the Minimum Term.
7.2.3
Customer may terminate this agreement at any time, after the minimum Term, provided that Customer’s account is paid up to date, by giving 3 (three) months prior written notice to Service Provider. Notice of termination by Customer, needs to be sent to info@payhcm.co.za. Such notice is the absolute responsibility of the Customer and is required to ensure that Service Provider complies with the applicable laws with regards to data protection and the protection of a data subjects’ personal data.
8
SERVICE INFORMATION AND CALCULATIONS
8.1
The legislative information contained on this website is meant to provide general information and guidance regarding the adherence to tax guidelines for employers. Although the advisory information will be updated periodically when such information becomes available, Service Provider’s Service merely advises Customer on the correct legal course of action regarding aspects of employee tax. It is, however, it remains Customer’s responsibility to absorb, understand and apply this advice as well as cross check that Customer is satisfied that the figures calculated are correct.
8.2
Service Provider’s Service does not address, and is not meant to address, the entire body of local law and regulation governing the payroll process, or employment law. Such laws and regulations change frequently, and their effects can vary widely based upon interpretation, the number of employees, labour regulations, and other specific facts and circumstances.
8.3
Service Provider has invested a considerable amount of time and resources in testing the calculations being performed by Service Provider’s Service and to the best of Service Provider’s knowledge and ability. Service Provider is confident that the figures being calculated are accurate. In the event that any discrepancies arise due to unforeseen technical reasons which have been recognized by Service Provider as being the cause of such discrepancies, Service Provider will use all reasonable endeavours to address these as soon as possible. With this in mind Service Provider uses its best endeavours to ensure that all figures are available to Customer at all times. Customer hereby indemnifies and holds Service Provider harmless against all liability for any loss, damage or expense however caused due to incorrect calculations of any kind.
8.4
Furthermore, Service Provider provides Customer with a legislative tool set and provides Customer information on how to implement and apply the law and in so doing trust that Customer will not intentionally obstruct the law in using the Services in the incorrect manner.
9
IMPLEMENTATION SERVICES
9.1
Implementation Services will be supplied strictly in accordance with the Services specified and quoted for, where applicable, in the Proposal, which may be amended, in writing, from time to time.
10
OUTSOURCING SERVICES
10.1
Outsourcing Services will be supplied strictly in accordance with the Services specified and quoted for in the Proposal, which may be amended, in writing, from time to time.
10.2
Service Provider and Customer roles and responsibilities are those specifically outlined in the Proposal.
11
SUPPORT AND PROBLEM RESOLUTION
11.1
Service Provider includes a baseline level of technical Support as part of Customer’s monthly subscription. This basic Support includes:
11.1.1
Online help 24 hours 7 days a week (24/7): Around-the-clock access to all online help resources;
11.1.2
Live telephonic and email Support on Business Days during Business Hours;
11.1.3
There is no limit to the number of Support requests (“Support Requests”) that can be submitted by Customer to Service Provider.
11.2
Support will include Enhancements or Upgrades required to the PayHCM Application and platform thus ensuring it is kept current and up to date with technological advancements and improvements.
11.3
Support Levels and Support Locations are those more fully described in Table 1- Support Levels and Table 2 – Support Locations.
12
COMMERCIAL TERMS
12.1
Banking Details
12.1.1
Customer banking details will be captured as part of the registration process on the PayHCM, powered by PaySpace Payroll Application.
12.1.2
Service Provider is authorised to debit the Customer’s bank account with the relevant implementation fees, training fees, consumption/usage fees or any additional fees that arise due to additional non-support work requests, services or modules that the Customer may have selected or may select from time to time.
12.1.3
Service Provider invoices issued for payment of services described in clause 12.1.2 are payable by month-end of the invoice date if not processed using a bank account debit order.
12.2
Payment and Service Suspension
12.2.1
Deposit and Advance Billing
12.2.1.1
On sign-off or acceptance of the Proposal, where applicable, Service Provider will debit Customer’s bank account or alternatively an invoice in terms of Clause 12.1.3, for immediate payment, of a deposit amount equal to 35% (thirty-five percent) of the implementation amount quoted.
12.2.1.2
Monthly Subscription-based Services, Software as a Service, and Outsourced Service subscriptions, where applicable, will be invoiced, and debited against Customer bank account, or invoiced in terms of Clause 12.1.3, for a period of 3 months in advance, based on the number of employees as per the Proposal.
12.2.1.3
Outsourced Services. Parallel Runs are invoiced at the normal outsourcing per payslip rate. Where the timeframe for the mutually agreed Parallel and/or Go-Live period (the month in which an employee is first paid from the PayHCM, powered by PaySpace Application) is not met, based on non-performance from the Customer, an amount equal to seventy-five (75) percent of the per payslip monthly subscription fee shall be charged until the Go-Live has transpired, after which the full amount will be charged.
12.2.2
Post Implementation Billing
12.2.2.1
All non-subscription and subscription-based invoicing will be determined on the last day of every calendar month, and debited against Service Providers’ bank account, on the 8th day of every calendar month or alternatively as per the payment terms specified, where applicable, in the Proposal. In the event that the last calendar day or the 8th falls on a public holiday or weekend, then the invoicing or debiting process will be done on the 1st business day thereafter.
12.2.2.2
Any additional pay-runs (commission, interim etc.) that take place between or after the initial monthly invoicing process, which involves additional employees not billed in the initial run, will be invoiced, and debited against Business Partner’s bank account on the 8th day of every calendar month. In the event that the 8th falls on a public holiday or weekend, then the invoicing will be debited against Business Partner’s bank account on the 1st business day thereafter.
12.2.3
Service Suspension
12.2.3.1
Without prejudice to Service Provider’s other rights and remedies, if any amount owed by Customer under this Agreement is overdue, Service Provider may suspend Customer’s access and use of the PayHCM Application and/or performance of Services, until such amounts are paid in full.
12.3
Disputes
12.3.1
It is Customer’s responsibility to, where applicable, dispute any invoices 24 hours after invoices have been issued.
12.3.2
Notification of the dispute together with documented proof need to be forward via email to support@payhcm.co.za.
12.4
Refunds
12.4.1
Refunds will be recorded and confirmed within 8 business days from the date that Service Provider and Customer reached agreement on the dispute.
12.4.2
Customer’s invoice amount will be adjusted as per the invoice schedule confirmed in Clause 12.1.2. Post Implementation Billing.
12.5
Training. Training shall be charged at the then prevailing training rate.
12.6
Work Requests (Written -including emailed- request from Customer to Service Provider). Work Requests will be charged as per the stipulations contained in the signed Work Request document where applicable.
12.7
Change of Scope. Change of Scope will be charged as per the stipulations contained in the signed Change of Scope document.
12.8
Consumption Fees (Usage)
12.8.1
Product Consumption fees will be charged for per module based on the modules selected as per the original and any other subsequent Proposals.
12.8.2
Pricing is based on a
per employee (software as a service) customers from 1 October 2024,
per payslip (outsourced services) or
user sliding scale,
and pricing can therefore vary / change based on the number of employees processed (software as a service), payslips processed (outsourced services), or users licensed (additional modules).
12.8.3
Subject to clause 12.2.1.2 above, Payroll and Base HR will be charged for from the first parallel run.
12.8.4
All other modules will be charged from date and time of Payroll and base HR first live run.
12.8.5
Payroll and Base HR
12.8.5.1
Software as a Service
12.8.5.1.1
Charged per active employee – An active employee is defined as having any component that has a value that is not zero, in any run.
12.8.5.1.2
All employee calculations such as parallel runs or historical payslips (restricted to the current tax year), will be billed at the per employee rate.
12.8.5.2
Outsourcing Services
12.8.5.2.1
All monthly processing is billed at a per payslip rate or a minimum billing fee per entity, whichever is more at the time of billing during each pay period. If the consumption value for payslips within a given month, for a specific entity is less than the minimum rate, the minimum rate will apply. However, if the consumption value for payslips processed within a given month for a specific legal entity exceeds the value of the minimum rate, the per payslip rate will apply.
12.8.5.2.2
Monthly per employee (software as a service) or per payslip (outsourced services) charges become applicable from the first payroll take-on run of each respective payroll.
12.8.6
Performance Management
12.8.6.1
Charged monthly per active employee, per employee bracket
12.8.7
Workforce Planning
12.8.7.1
Charged monthly per active employee, per employee bracket.
12.8.8
Additional Tax Module
12.8.8.1
Charged monthly per active employee, per country (excluding the base country), per employee bracket.
12.8.9
Multi-Currency Expat Module
12.8.9.1
Charged monthly per active employee per employee bracket.
12.8.10
OrgChart
12.8.10.1
Base Charge (Unlimited Users): monthly per employee bracket.
12.8.10.2
Planning Monthly (Unlimited Users): monthly per employee bracket.
12.8.10.3
Point in Time (Unlimited Users): monthly per employee bracket.
12.8.11
Cloud Analytics and Power BI
12.8.11.1
Initial Once Off Charge: per user, per employee bracket.
12.8.11.2
Monthly Charge: per user, per employee bracket.
12.8.12
Recruitment
12.8.12.1
Fixed Monthly fee charged based on the Service Type selected.
12.8.13
Historical Data
12.8.13.1
Data take-on pricing excludes the take-on of historical data.
12.9
Additional Operational Support Services
12.9.1
Service Desk calls that exceed 15 minutes and, where the call is not related to an issue attributable to PayHCM, powered by PaySpace Application or Services, are chargeable at the then ruling operational support services rates.
12.9.2
Service Desk Support calls are chargeable per hour or part thereof.
12.9.3
Additional Operational Support is charged at the then ruling rates or priority support option selected.
12.9.4
Unless otherwise specified in a priority support option, fees (service desk and additional operational support) are invoiced monthly in arrears.
12.10
Overtime
12.10.1
Overtime will be charged for at the then ruling rates.
12.10.2
Requests for overtime need to be authorised by Customer and Service Provider in writing and must be requested well in advance.
12.10.3
Same day requests for overtime assistance might not be approved by Service Provider and are subject to operational availability.
12.11
Standby Support
12.11.1
Standby support, in essence, is a request for availability after hours.
12.11.2
Standby support will be charged for at the then ruling standby support rate.
12.11.3
Standby support is payable even if no assistance was required.
12.11.4
The duration of actual support during a standby support period will be charged at the then ruling overtime rates, over and above the standby fee.
12.11.5
Requests for standby need to be authorised by Customer and Service Provider in writing and must be requested well in advance.
12.11.6
Same day requests for standby support might not be approved by Service Provider and are subject to operational availability.
12.12
Travel, Accommodation, Subsistence, and any other Disbursements. Any Travel, Accommodation, Subsistence, and any other Disbursements should be pre-approved by Customer.
12.13
Government Taxes. All invoices will be inclusive of all taxes and / or Government Taxes as applicable.
12.14
Exchange Rates. Service and consumption charges, where applicable, may be subject to foreign exchange fees or variances in exchange rates.
12.15
Extraordinary Expenses. Extraordinary expenses are for the account of Customer.
12.16
Annual Increases and Price Lists
12.16.1
All service and consumption fees will be increased annually in October.
12.16.2
Such increases will be based on the Consumer Price Index (“CPI”) as follow:
12.16.2.1
Where the Software Services Provider is PayHCM, powered by PaySpace, South African CPI plus 2 (two) percent;
12.16.2.2
For all other countries, the CPI of the country, where Service Provider, as defined in clause 2.9, is located plus 2 (two) percent.
12.16.3
Pricing contained in price lists exclude any form of Government levies, charges, foreign exchange fees, and taxes.
12.17
Invoicing
12.17.1
Non-subscription-based invoices:
12.17.1.1
Invoices are issued in arrears, as and when the services are performed.
12.17.3
Subscription-based invoices:
12.17.3.1
Invoices are issued in arrears as confirmed in Clause 12.1.3, as and when the consumption (usage) becomes avaiable, and payable by the month-end of the invoice date. Invoices are issued monthly on a Business Day from the 10th. Should the 10th not be a Business day, every attempt will be made to issue invoices by the 12th.
13
NOTICES, SERVICE MESSAGES AND ADVERTS
13.1
Customer agrees that Service Provider may provide notices to Customer in the following ways:
13.1.1
a banner notice on the Service. or;
13.1.2
an email sent to an address provided by Customer, or;
13.1.3
through other means including mobile number, telephone, or mail. Customer agrees to keep Customer’s contact information up to date.
13.2
Service Provider has the right, without compensation to Customer or others, to serve advertisements on any of Service Provider’s Services.
14
SERVICE AVAILABILITY
14.1
Service Provider may change, suspend, or end any Service, at Service Provider’s discretion.
14.2
Service Provider will use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week, except for:
14.2.1
planned downtime (of which Service Provider shall give at least 8 hours electronic notice, and which Service Provider shall schedule to the extent practicable during the weekend hours between 6:00 p.m. Friday and 3:00 a.m. Sunday SAST). and;
14.2.2
any unavailability caused by circumstances beyond Service Provider’s reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike, or other labour problem (other than one involving Service Provider’s employees), Epidemic, Pandemic, Internet service provider failure or delay, or denial of service attack.
15
LIMITATION OF LIABILITY AND INDEMNITY
15.1
Customer will have no claim against Service Provider or any of Service Provider’s employees, or contractors in the event of any loss or damage sustained by Customer or any of Customer’s members, employees, sub-contractors, or agents and which results directly or indirectly from this agreement. Customer hereby indemnifies Service Provider and holds Service Provider harmless against any and all claims, liabilities, losses, fines, damages, expenses, and legal fees on an attorney and own client scale, which Customer may sustain or incur by reason of any act or omission of Service Provider or any of its members, employees, sub-contractors or agents directly or indirectly in consequence of the services provided in terms of this agreement. Service Provider make no representation or warranty, either express or implied, in connection with the Service or the Services that may be provided by third party participants as part of, or otherwise in connection with, the Service.
16
NON-SOLICITATION
16.1
Customer and Service Provider agree that they will not, during the term of the Agreement and 12 (twelve) months thereafter, without the prior written consent of the other Party, directly or indirectly, (e.g. via third party contractors or Affiliates), recruit or solicit for employment, induce or attempt to induce any representative of the other Party to leave the employment of their employer, always provided that nothing in this section shall prevent either Party from hiring any such Representative who responds on his/her own accord to a generally published advertisement or widely advertised employment solicitations (such as newspaper advertisements, job fairs, internet) and a Party does not, directly or indirectly, target or encourage such person to respond to such general or widely advertised employment solicitation.
16.2
If a Party hires a representative in contravention of this section, the breaching Party will compensate the other Party by paying to the latter as a one-off liquidated damages payment, the amount corresponding to the annual gross salary of said representative which the Parties agree is a genuine pre-estimate on the loss that would be incurred and not a penalty.
17
CONFIDENTIALITY
17.1
“Confidential Information” means any business and technical information disclosed by one party (“Disclosing Party”) to the other party (“Receiving Party”) that is identified as confidential or proprietary, or which should reasonably be understood to be confidential or proprietary. Confidential Information does not include information which Receiving Party can show:
17.1.1
is or has become publicly available without its breach of this Agreement;
17.1.2
was in its possession prior to disclosure,
17.1.3
was provided by a third party having a lawful right to make the disclosure. or;
17.1.4
is required to be disclosed by law or a court order (“Order”), provided the Receiving Party provides prompt written notice of the requirement and cooperates with Disclosing Party as reasonably necessary to limit or eliminate such requirement, if and to the extent permitted by such Order.
17.2
Receiving Party agrees that it shall protect the confidential information disclosed pursuant to the provisions of this Agreement using a reasonable standard of care and at least the same standard of care that the Receiving Party applies to safeguard its own proprietary, secret or Confidential Information and that the information shall be stored and handled in such a way as to prevent any unauthorized disclosure thereof.
17.3
Receiving Party will not use the Confidential Information of the Disclosing Party except for performance of its obligations under this Agreement.
17.4
Upon the termination of this Agreement, and upon the Disclosing Party’s request, the Receiving Party will promptly return to the Disclosing Party, or destroy all tangible items and embodiments containing or consisting of the Disclosing Party’s Confidential Information and all copies thereof (including electronic copies).
TABLE 1 – SERVICE PROVIDER SUPPORT LEVELS (TIERS)
Tier Level
Description
Scope
Availability
Tier-0
This is an automated machine interaction with no immediate human intervention
Customer’s First level in-house support and End Users can browse and retrieve information via the PayHCM Application and such information includes, amongst others, frequently asked questions, knowledge base and online manuals where Customer’s End Users can retrieve information via an online search facility.
24/7/365, Via the PayHCM Application
Tier-1
Email and Telephonic Support
Solving basic and common incidents
· This support level is typically used to record user requests, attending user’s phone calls, replying to emails, logging incidents faced by users, and do basic troubleshooting that can be addressed by amongst others, the frequently asked questions, knowledge base and online manuals where Customer’s End Users can potentially retrieve information via an online search facility.
· Includes solving of common and non-technical incidents
· Support is provided by consultants with a basic knowledge of the Service
· If no solution is available or the incident needs more in-depth knowledge, then Tier-1 consultants escalate those incidents to a higher tier (generally to Tier-2)
PayHCM Support Centre:
Email & Telephonic Support: Business Hours
Tier-2
Providing in-depth trouble shooting and analysis
· First step in managing incident severity levels
· In-depth PayHCM Application support is provided
· Consultants may or may not interact with Customer End Users
· Consultants are able to assess the incidents and provide solutions and / or work-arounds for incidents that cannot be resolved by Tier-1 consultants
· Normally application consultants (non-technical consultants) that have an in-depth understanding of the PayHCM, powered by PaySpace Application and the Service
· If no solution can be provided by this group, then Tier-2 support escalates the incident to Tier-3
PayHCM Support Centre:
Email and Telephonic Support: Business Hours
Tier-3
Subject Matter Expert support pertaining to the PayHCM Application and Service Provider’s Service
· Expert support pertaining to the PayHCM Application and / or applicable payroll legislation
· Support may include technical support for the resolution of technical and programmatical incidents
· If no solution can be provided by this group, then Tier-3 support escalates the incident to Tier-4
PayHCM Support Centre
PayHCM coordinates Global Support Centre: All types of support: Business Hours
Tier-4
Service Provider internal technical support or 3rd party support
· These are incidents that require highest level technical knowledge and support to resolve the incident
· These incidents normally require a Root Cause Analysis (“RCA”) using product code, designs, or specifications
· Once the root cause is identified, the fixes to the incidents are documented, communicated, and applied in the production environment
PayHCM coordinates Global Support Centre: All types of support: Business Hours
TABLE 2 – SUPPORT LOCATIONS
Support Level
Customer Operating Country
Support Location
Support Location Time Zone
Tier-0
· All Customers
· Cloud Based: accessible from any where
· N/A
Tier-1
· Africa and Middle East
· PayHCM and Regional Support Centre: South Africa
· GMT +2
· United Kingdom
· In Country Support Centre: United Kingdom
· GMT
· Brazil
· In Country Support Centre: Brazil
· GMT -3
Tier-2
· Africa and Middle East
· PayHCM and Regional Support Centre: South Africa
· GMT +2
· United Kingdom
· In Country Support Centre: United Kingdom
· GMT
· Brazil
· In Country Support Centre: Brazil
· GMT -3
Tier-3
· All Countries
· PayHCM with Global Support Centre: South Africa
· GMT +2
Tier-4
· All Countries
· PayHCM with Global Support Centre: South Africa
· GMT +2
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