1. Critical issues & unexpected downtime
  2. Customer Service — initial contact
  3. Customer Service — technical support 
  4. Customer Service — complaints & escalation

Critical issues & unexpected downtime

The most significant service issue is unexpected downtime. We monitor our systems around the clock, including weekends and public holidays. This means that should a critical error occur, we are instantly notified, and can immediately react. 

The People HR infrastructure is resilient. Even in the event of a complete hardware failure — i.e. power, disks, servers, etc — the service will automatically switch to standby servers, meaning you will not be impacted, and no data will be lost. However, should a critical issue result in system downtime, then our immediate priority becomes resuming normal service.

During this time, here are the steps we follow:  

  1. Status alert. If our system is down, we will update our status page to ensure all customers are aware. You can check our status page here at any time: http://status.peoplehr.com — you can enter your email address to be instantly alerted whenever the status changes.
  2. Issue overview. When our system status changes, we will provide as much detail as we are able, in terms of who the issue is impacting, which areas of the system are affected, and an estimate of when service delivery will return to normal.
  3. 30-minute updates. While working to resolve the issue, we will provide status updates every 30 minutes until service delivery returns to normal.

In the event of an infrastructure issue that cannot be fixed, we would implement our disaster recovery plan. This would allow us to fully restore People HR onto alternative infrastructure, within 8 hours. No customer data would be lost. 

Customer Service — initial contact

If you run into any difficulty while using the system, then our customer service team is here to help you via online chat, email, and telephone. These services run between 9am and 5pm, Monday to Friday (excluding UK public holidays).

  • Online chat (recommended). You can contact us while logged into the People HR system, using the chat icon. As you are already logged in, we can instantly authenticate you and provide support. Your chat will be logged against your account.Typical response time: 30 minutes. During busy periods, we will let you know our estimated response time.
  • Email. To ask a question via email, send it to customerservices@peoplehr.com. Make sure you send the email from the email address associated with your People HR account, so that we authenticate you faster, and log your query against your account.Typical response time: 12 hours.
  • Telephone. Support requests arriving via telephone are routed to our helpdesk team, where your call will be allocated to an available support agent. If all team members are taking other calls, you’ll be able to leave a message with reception. Before our support team can discuss sensitive account information with you, you may need to authenticate yourself by sending an email from the address associated with your People HR account.Typical response time: Instant. If all team members are on other calls, you may leave a message with reception and we’ll call you back. We return all calls in the same order they arrive.

We answer most queries during this initial response. However, if our first line support team cannot help you immediately, they will route you to the right expert who can. 

Customer Service — technical support

Sometimes, it might not be possible to resolve your issue straight away. In these cases, we ask our engineering team to investigate further and find a solution.

Once our engineers have started their technical investigation, we will share our findings within three days. This will include a deadline for when you can expect your issue to be resolved, if we weren’t able to resolve it within the three-day timeframe.

  • Issues requiring data correction. If your issue requires some form of data correction, then we will first test this correction in a secure environment, before applying it to our live server in line with our secure changes policy. We will provide you with the date your data change will go live.
  • Issues requiring software updates. Sometimes, your issue may require us to update the software itself. In these instances, we will need to align this fix with a future software update. We will let you know when the release containing your fix is set to go live.

Customer Service — complaints & escalation

If you are unhappy with our response, or the way we handled your query, then you may escalate your issue and raise a complaint. In this instance, your issue would be sent to our Customer Services Director.

For more information, please see our complaints procedure linked below:

https://www.peoplehr.com/includes/educate/Complaints_Procedure.pdf

Thanks,

Customer Services Team

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