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Terms of Technical Support
Last updated: June 01, 2025
The relevant PEOPLEFORCE contracting entity specified here, (hereinafter “PeopleForce”, “We” or “Us”) and You (hereinafter “Customer”, “You” or “Your”)
For avoidance of doubt, the term “Customer” or “You” shall also include employees or other individuals using the services.
1. Definitions
1.1. The following terms shall have the following meanings:
1.1.1. “Business Hours” means;
10 a.m. to 6 p.m. UTC+2 (UTC+3 in Summer time), Monday-Friday, excluding local national holidays.
1.1.2. “Excess Downtime” refers to any instances when the Service is unavailable to the Customer, excluding periods of Permitted Occurrences.
1.1.3. “Non-Business Hours” means all hours that are not Business Hours.
1.1.4. “Permitted Occurrences” means: (a) scheduled downtime; (b) Service termination due to breach of the Agreement by Customer; (c) disruptions caused by Customer or Authorized Users, whether accidental or intentional; (d) interruptions resulting from delays or disruptions in telecommunications, either from Customer or external third-party services beyond PeopleForce's control; (e) failures due to events or conditions beyond PeopleForce's control, such as governmental actions, war, sabotage, terrorism, embargoes, natural disasters, strikes, third-party negligence, or service provider failures; (f) data feed inaccuracies or errors provided by the Customer; (g) Customer's failure to establish adequate interfaces for Service receipt, where applicable; or (h) emergency maintenance, provided that prior notice, including via email, was given to the Customer.
1.1.5. “Problem” it refers to a flaw in the availability or operation of a function or component of the Service that was functioning correctly initially.
1.1.6. “Main Functionality Software Table” means table under Section 3.5.
1.1.7. “Problem Categories and Response Times Table” means table under Section 3.6.
1.1.8. “Service Availability” this term denotes any period (while the Customer has active access to the Platform) when there is no Excess Downtime, measured on an annual basis.
1.1.9. “Workaround” means a temporary or incomplete solution, employed as a temporary measure to promptly address a problem, which will eventually be substituted with a more complete solution in the future.
2. Support Services
PeopleForce staff will be accessible to address inquiries and provide assistance in resolving any issues that may arise during the routine operation of the Service. Support will be accessible during regular business hours, and you can contact the team at support@peopleforce.io.
Furthermore, an online support tool will be at the Customer's disposal as part of the Service.
3. Problem Categories; Response Times
3.1. When the Customer reports a Problem to PeopleForce, PeopleForce will record the issue and address it according to the Response Times outlined in the Problem Categories and Response Times table. Response means the PeopleForce team understanding the problem, informing the Customer about its cause, and providing updates on the progress of the resolution.
3.2. The severity of the Problem will be determined by PeopleForce using the criteria specified in the Problem Categories and Response Times table.
3.3. If the Customer deems the Problem Severity to be Urgent, the Customer's designated representative should indicate this in the subject line of the request. All bug reports must be submitted by authorized individuals on the Customer's side.
3.4. In the event that, despite reasonable efforts by PeopleForce, an Urgent Problem cannot be resolved (including through a patch or workaround) within a reasonable timeframe, PeopleForce will assign a dedicated, qualified resource to work towards a resolution (though it may not guarantee one).
3.5. Main Functionality Software Table
The Main Functionality Software Table lists the key functionalities of our HRM PeopleForce software classified by modules.
Module | Main functionality |
|---|---|
General functionality | Login to the software via email and password, creation of an employee, activation and deactivation of access to the software. |
CoreHR | Creation of absence requests, approval and rejection of absence requests, calculation of absence balances; |
Recruit | Creation, editing and viewing of vacancies; creating and editing a candidate, moving a candidate through the job funnel, reviewing the candidate database; creating and sending a job offer, acceptance of the offer by the candidate; creating and sending an interview invitation letter. |
Perform | Creating, reviewing and updating OKRs (goals); creating, reviewing and updating KPIs; creating and viewing 1-on-1; creating, submitting, and completing performance evaluations. |
Pulse | Create, send and complete a survey. |
Time | Creation, filling, sending and approval of the time table; creating a project, tasks in the project. |
Desk | Creating a case, sending a response to the case. |
3.6. Problem Categories and Response Times Table
The actions described in the Problem Categories and Response Times Table constitute the Customer's exclusive and ultimate recourse in this matter.
Problem Severity | Description of Problem | Response Time to Customer (*in business hours) | Response Time for bug fix (*in business hours) |
|---|---|---|---|
Critical | Platform is inoperable or not functioning; An accident that has resulted in the disruption of the basic functionality of the software; Workarounds are not available. | 1 hour | up tо 8 (1 day) |
Medium | An accident that led to a violation of the main functionality of the software; Production is proceeding but in an impaired fashion. Workarounds are available. | 4 hours | up tо 24 (3 days) |
Non-Critical/Low | Errors that do not significantly affect the functionality or performance of the software. Examples: product enhancements, usage questions, cosmetics. | 8 hours | up tо 80 (10 days) |
4. Service Availability
4.1. PeopleForce aims to ensure a Service availability rate of 99.5%. Consequently, should the availability fall below this target, PeopleForce shall act as outlined below:
Service Availability | Remedy |
|---|---|
99.50% - 100% | No action required |
95.00% - 99.50% | Notification to Customer (under the “status page”) |
< 95.00% | 5.0% credit for future services (calculated out of the monthly fee payable for the period in which there was Excess Downtime |
4.2. It is important to note and agree that the Service will not be accessible during scheduled maintenance. Whenever reasonably possible, scheduled maintenance will be conducted during Non-Business Hours.
4.3. The responsibility for requesting Service Availability credits lies with the Customer and should be done before the Service renewal.
4.4. To clarify, the calculation of availability credits pertains to the Service itself and not the availability of external network or components beyond PeopleForce's control.
4.5. These foregoing actions mentioned above will be the Customer's ultimate and exclusive remedy in this respect.
5. Backup
5.1. Backup by PeopleForce
5.1.1. PeopleForce performs backup operations as part of its internal business continuity and disaster recovery measures. These backup operations include:
- infrastructure-level storage snapshots for disaster recovery purposes; and
- logical backups intended to support data portability across environments and faster recovery.
5.1.2. Backup operations are performed once per day and include all Customer Data processed on the Platform. These backups are designed to support internal recovery processes and enable reduced rollback and recovery times in the event of incidents.
5.1.3. All backups performed by PeopleForce are intended solely for internal use. Backup copies are not provided to Customers and are not directly accessible by them.
5.2.Data Availability and Recovery Options for Customer
5.2.1. The Platform provides Customers with the ability to export certain categories of Customer Data using available export functionality. Such exports may be retained by the Customer for internal or historical reference purposes but are not intended or suitable for data restoration.
5.2.2. PeopleForce does not provide Customer-level snapshots or Customer-managed logical backups.
5.2.3. Certain records within the Platform include change history or audit information that is accessible directly through the application interface, where applicable.
5.2.4. Most Customer Data records within the Platform are subject to soft deletion and may be restored upon request, subject to technical feasibility and applicable retention policies.
5.2.5. Audit logs are stored separately from the main system data. In certain cases, and upon customer request, PeopleForce may use this information to help restore specific records that were changed or deleted, where technically possible. This does not constitute a full system or account restoration.
6. Force Majeure Event
In the event of force majeure events, PeopleForce may be exempted from any obligation or delay in fulfilling its commitments. These force majeure events include, but are not limited to:
- Natural disasters (e.g., floods, earthquakes, hurricanes)
- Warfare, hostilities, acts of terrorism, or civil disturbances
- Governmental actions, such as regulatory changes, embargoes, or prohibitions
- Strikes, labor disputes, or lockouts
- Epidemics or pandemics
During the Force Majeure period, PeopleForce's obligations under these Terms can be temporarily suspended, and PeopleForce shall not be considered to be in violation of these Terms for the duration of the Force Majeure event.
7. PeopleForce's right to change these Terms of Technical Support
PeopleForce reserves the right to unilaterally change or modify the terms and conditions set forth herein, if it deems it necessary.