Support Services Policy – Element Human

Support Services Policy

Element Human’s Support Services Policy is designed to ensure that all customers receive prompt, professional, and courteous service.

Why do we have a Support Services Policy?

Element Human wants to exceed the expectations of our customers in everything we do. This requires every member of our team to be committed to providing outstanding customer service.

Scope

This policy applies to all customer service interactions, including but not limited to phone calls, emails, live chat sessions, and in-person meetings at all times.

Our Standards

The following standards have been developed to ensure that we consistently deliver the high level of customer service that our customers expect and deserve.

We will always:

• be polite, professional, and courteous

• be responsive to customer inquiries and requests

• handle customer feedback promptly and effectively

• continuously strive to improve our level of service

We will never:

• keep customers waiting unnecessarily

• fail to follow up on promised actions

• speak negatively about other employees or the company in front of customers

• engage in any form of dishonest or illegal activity

Policy

It is our goal to provide the best possible customer support to all of our clients. We want them to be satisfied with their experience at all times, which means providing a high level of consistent service.

We know that there will be times when things won’t go as planned, but we promise to do everything we can to resolve any customer issues in a timely and efficient manner. To do this, we have established the following policy for interacting with customers.

Service Level Agreements (SLA)

We will make all commercially reasonable efforts to adhere to the response target timelines specified in the table below:

Priority	What	Description	Issue reporting method	Response Time	Resolution Time
4	Error or Cosmetic	Errors that are, non disabling or cosmetic and have little or no impact on the normal operation of the Services.	Email support@elementhuman.com	4 normal business days	Future software release
3	Minor Issue	Certain non-essential features of the Service are impaired while most major components of the Service remain functional.	Email support@elementhuman.com	2 normal business days	7 normal business days
2	Major Issue	Operation of the Services is severely degraded, or major components of the Service are not operational and work cannot reasonably continue.	Email Account Manager	2 normal business hours	12 normal business days
1	Critical Issue	The entire Service is "down" and inaccessible. Priority 1 incidents shall be reported by email or telephone only with your account manager.	Email Account Manager	2 normal business hours	4 normal business hours with continuous effort after the initial response

Support Contact List

Platform Learning Center	http://support.elementhuman.com/en	n/a
Chat with Elliebot	AI on platform support, icon can be found on the right top corner of your screen	24 hours, 7 days a week
Email Support	support@elementhuman.com	Support hours 9am to 18:00 GMT, normal response time 2 business days
Email Service Delivery	projects@elementhuman.com	Support hours 9am to 18:00 GMT, normal response time 2 business days
Customer Success Manager	Email your Customer Success Manager	Support hours 9am to 18:00 GMT, normal response time 24 hours
Privacy related issues	privacy@elementhuman.com	Support hours 9am to 18:00 GMT, normal response time 2 business days

Changes to the Support Services Policy

This Support Services Policy may be updated from time to time.

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