Talexio Customer Support Policy
This Support Policy applies to TALEXIO’s Service and/or Software. TALEXIO may modify this Policy from time to time.
| Service | Description |
| Application Administration | Management of the Software/Service will be the responsibility of Talexio. |
| Hosting | Talexio shall provide hosting services through Amazon Web Services, hosted in Frankfurt, Germany. |
| Software Maintenance & Upgrades | Talexio will provide software maintenance and upgrade services to the Customer as part of the Service Level Policy. |
| Data Recovery | Where applicable, Talexio will provide the following Recovery Services in line with the following response times:
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| Customer Support Services
| Customers have 24/7 access to the Help Centre for knowledge based articles, together with the facility to create a support ticket: https://support.talexio.com/hc/en-us/requests/new. Talexio carries out Customer audits at regular intervals as part of its Support Policy to make recommendations to Customers for better and more efficient use of the Services. Customers may also use the general support landline and chat functionality available to them during Normal Business Hours on the Business Days. Customer support services are available during the Normal Business Hours on the Business Days by submitting a request for support at no additional cost subject to requests falling within Reasonable Support parameters. Reasonable Support is related to requests which are submitted after the initial onboarding and training on use of the system such as, but not limited to, guidance to Customers on how to use the system, new features or functionalities on the system. Requests to the support team such as those relating to custom monthly payroll calculations, tasks such as creating or changing settings on Customer accounts after the onboarding and initial training has been completed, fall outside the scope of Reasonable Support. |
| Customer Training (Applicable to HR Software) | TALEXIO undertakes to provide one complimentary training session of two (2) hours to the Customer as part of the onboarding process in relation to the HR software Services.
Any training over and above the complimentary training session above shall be provided by TALEXIO to the Customer at a cost as set out in the Additional Fees schedule.
Should the Customer purchase additional Services, such as new Modules, at a later date and throughout the term of the Agreement an additional complimentary two (2) hour training session will be added per Module. |