This Service Level and Support Policy describes support procedures and target response times for NFC Employee Tracker. This Policy does not create guaranteed uptime commitments unless expressly agreed in writing.
Email: nfcemployeetracker@gmail.com
Support requests may be submitted at any time. Response times are targets only and are not legally guaranteed.
Examples: complete platform outage, authentication failure affecting all users, security incident, data access failure.
Target Response: As soon as reasonably possible. Priority escalation applies immediately.
Examples: payroll-related malfunction, reporting failures, significant functionality degradation.
Target Response: Within 24 business hours.
Examples: user questions, configuration assistance, minor defects, general support.
Target Response: Within 48 business hours.
P1 Incidents: Escalated immediately to technical administration.
P2 Incidents: Escalated when resolution requires technical intervention.
Extended Critical Incidents: Where a critical incident remains unresolved for an extended period, the Company may provide status updates, mitigation plans, and estimated resolution information where available.
The following are outside the scope of standard support:
Customers must provide reasonable information necessary for troubleshooting, including:
Response targets are goals only. Actual resolution times may vary depending on incident complexity, third-party dependencies, and severity of the issue.
This Policy supplements the Terms of Service. In the event of conflict, the Terms of Service shall prevail.