NuTech HRPro Support Policy

In order to obtain HRPro 2nd tier support from NuTech, please provide the following information in “Email” (Phone Inquiries or WhatsApp are not acceptable)

1. Brief Description and Customer Name in the Email Subject. Each Email should report one issue only. 

2. Customer currently running version, Web Client, Desktop Client or EPortal (Only the latest customer version is able to support).

3. Description of the problem in detail.

4. Steps to reproduce the issue.

5. Screenshots and/or Reports that lead to the error.

6. The expected result.

Service Level 

Level 1 – A very urgent problem that has very serious consequences for the Daily operation and/ or payroll process and its result 

e.g. Failure to access the system, or wrong-calculation of the payroll figure, including but not limited to wrong calculation of provident fund, pension or tax-related figures.

Level 2 – Critical problem that normal transactions are affected apart from the payroll process. 

e.g. Failure to log in EPortal, and failure to generate reports for non-payroll purposes. 

Level 3 – Non-impacting problem, or request for new setup of some formula/ updating on the parameters. 

e.g. Issues with system notifications sent out. 

Support hours Mon-Fri (except Public Holiday) 9:00 – 18:00 GMT+8:00

Exclusions

The Services set forth herein shall not include, and NuTech shall not be responsible or liable to correct, an error caused by:

1. Customer's failure to use the Services or any part thereof by instructions included in the documentation or HRPro Help Center;

2. negligence, misuse, abuse or mishandling of the Services by Customer or any third party;

3. inappropriate environmental conditions (such as operating system problems, network or cloud problems, power and air-conditioning failures) or failure of Customer to maintain the configuration environment set out in the System Requirement Specifications or any technical issue unrelated to the software;

4. scheduled maintenance and emergency maintenance and upgrades;

5. failure of devices;

6. actual or attempted modification, alteration, or addition to the software other than by NuTech; or

7. any issue in the integration or communication of Customer properties with the Services.