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Humanised Support & Service Commitment Policy
At Humanised, we are committed to delivering secure, reliable, and high-performance services. This policy outlines how our clients can engage with support, as well as our guarantees regarding service availability, response times, and recovery protocols.
1. Contacting Support
To ensure efficient handling of support queries, we have a clear escalation matrix in place. Clients are encouraged to reach out to the appropriate contact based on the nature and urgency of their issue.
| Escalation Level | Contact Email | Responsible Team |
|---|---|---|
| Level 1 | support@gethumanised.com | Support Team |
| Level 2 | {your account manager}@gethumanised.com | Account Manager |
| Level 3 | product@gethumanised.com | Product Team |
For general inquiries or urgent matters, you can also reach us on WhatsApp at +94 76 443 7726 or by email at inquire@gethumanised.com.
2. Support Service Level Agreement (SLA)
Our SLA framework defines how we classify, respond to, and resolve support requests based on severity. This ensures timely assistance and transparency in how we manage client concerns.
| Severity Level | Definition | Response Time | Target Resolution Time |
|---|---|---|---|
| P1 – Critical | Complete outage or major functionality loss | Within 1 working day | Within 1–2 business days |
| P2 – Major | Significant impairment but partial functionality | Within 2 working days | Within 3–5 business days |
| P3 – Minor | Non-critical bug or functionality issue | Within 3 working days | Within 7 business days |
| P4 – Informative | Request for info or minor comments | Within 3 working days | As per dev schedule |
Support Hours Monday to Friday, 8 AM to 5 PM (excluding statutory holidays).
3. Uptime Commitment
Application Uptime Guarantee 99.9%
This reflects our commitment to ensuring high availability and minimizing downtime. We understand that consistent access to our platform is critical for your operations, and we’ve engineered our infrastructure to deliver optimal performance and reliability. Our systems are continuously monitored, and we proactively address potential disruptions to uphold this standard.
4. Known Issues Communication
Any known major issues will be displayed directly within the application to keep users informed in real-time. A comprehensive log of all known issues (ongoing and historical) can be reviewed on our dedicated Status Page.
5. Disaster Recovery: RTO & RPO
We maintain a robust backup and disaster recovery framework to ensure service continuity and data integrity.
- Recovery Time Objective (RTO): A few hours, depending on the scenario.
- Recovery Point Objective (RPO): Less than 24 hours.
- Point-in-time backups (30 days retention).
- Continuous backups (6 months retention).
Regular disaster recovery drills and infrastructure reviews are conducted to ensure preparedness and resilience.
For more information or support, please don’t hesitate to reach out via the contact points listed above.