This Support Policy ("Support Policy") applies to customers' access and use of the CareHQ SaaS application purchased under the CRM Software-as-a-Service Agreement (the "Agreement").
CRMHQ will provide technical support to all its customers and authorised users. Any support provided by CRMHQ is limited to the CareHQ SaaS application and to problems reproducible by the customer and its authorised users.
CRMHQ provide online documentation and videos on our website. These include:
Before a support request is made to CRMHQ, authorised users shall in the first instance attempt to resolve their queries and identify the cause of the given problem using the online support materials available on the CareHQ website.
CRMHQ support desk will be manned by competent staff able to provide authorised users with support and advise on the use of the CareHQ SaaS application by telephone or email in clear English.
To contact support, authorised users can:
All enquiries will be logged. All support enquiries will be responded to within 16 business hours.
Standard business hours are 9am - 6pm GMT, Monday - Friday (excluding bank holidays).
CRMHQ Limited will apply all commercial and technological efforts to ensure the CareHQ SaaS application is available with a monthly uptime percentage of at least 99.9%.
This figure excludes:
We monitor the uptime of the CareHQ SaaS applications using multiple independent monitoring services which raise automated alerts if an issue is detected. The CareHQ SaaS application uptime can be monitored by customers on our status page. Our status page also provides notifications and updates regarding maintenance windows and incidents. You can subscribe to receive notifications by email on the status page.
Our monthly uptime percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the CareHQ SaaS application was unavailable to customers.
A CareHQ issue impacting a customer will be assigned a severity level and handled as set out in our Incident classifications & response times guarantee.
We provide details of planned features on our product roadmap which includes a history of released features and is updated whenever new features are added or released.
We also publish detailed release notes updates on a monthly basis which include all new features, improvements and fixes released in the previous month.