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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
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)
    • 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.

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