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    Support Policy

    Support Policy for Swiss Digitech GmbH

    Effective Date: 01. January 2025

    This Swiss Digitech Support Policy (“Support Policy”) accompanies the Swiss Digitech Subscription Terms of Service, available at www.payrollrobot.ai/terms-of-service or a successor URL (the “Agreement”) entered into between you (“Customer”) and Swiss Digitech GmbH. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

    Swiss Digitech GmbH offers support services for the Service (“Support”) in accordance with the following terms:

    1. Support Hours

    Support is available 24 hours a day, 7 days a week to ensure uninterrupted assistance.

    1. Incident Submission and Customer Cooperation

    Customers may report errors or abnormal behavior of the Service (“Incidents”) by contacting Swiss Digitech via email at support@payrollrobot.ai.

    To assist Swiss Digitech in providing effective support, Customers are required to share relevant information, including but not limited to:

    • Aspects of the Service that are unavailable or not functioning correctly.
    • The Incident’s impact on users.
    • Start time of the Incident.
    • Steps to reproduce the Incident.
    • Relevant log files or data.
    • Exact wording of any error messages.
    1. Incident Response

    Swiss Digitech’s Support team assigns a priority level (“Priority Level”) to each Incident and provides responses based on the following guidelines:

    Priority Level

    Description

    Target Response Times

    Priority 1

    Critical issue: Service is not operational for a large number of users, and no workaround is available.

    3 Hours

    Priority 2

    Severe impact: Service performance is degraded, affecting multiple users.

    1 Day

    Priority 3

    Non-critical issue: User experience is affected without significant impact on performance.

    3 Days

    1. Exclusions

    Swiss Digitech GmbH is not obligated to provide Support for Incidents arising from:

    1. Use of the Service in a manner not authorized by the Agreement or relevant documentation.
    2. General Internet problems, force majeure events, or other factors outside Swiss Digitech’s reasonable control.
    3. Issues caused by the Customer’s own equipment, software, network connections, or other infrastructure.
    4. Third-party systems, actions, or omissions.

    If you have any questions or require further assistance, please contact us at support@payrollrobot.ai.

    Swiss Digitech GmbH
    Neumattstr. 12, 8902 Urdorf, Switzerland
    www.payrollrobot.ai