HRM buyers need a named support path before employee data goes live.
Support covers go-live assistance, issue triage, backup expectations, release cadence, admin help, employee support routing, and workflow improvement after real usage begins.
SLA model
Set expectations before launch.
P0System unavailable or data access riskImmediate escalation to EyeLogs owner and buyer owner; restore path, incident notes, and next update time required.P1Payroll, attendance, leave, or document blockerSame-business-day triage target during active support plan; workaround and owner assigned.P2Workflow issue or report improvementQueued for release cadence with expected resolution window based on plan and severity.P3Training or how-to requestHandled through admin guidance, help notes, training call, or next adoption review.
Handoff checklist
Support is accepted only when owners and proof are visible.
Named ownersEyeLogs support owner, buyer HR owner, payroll owner, IT/security owner, and escalation contact.
Training proofAdmin training, employee self-service explanation, payroll owner review, and support queue ownership.
Review cadenceLaunch day support, first-week daily check, first-month weekly review, and monthly improvement backlog.
Response targets
Use these as commercial anchors, then finalize in the signed support plan.
P0 targetFirst response within 2 business hoursSystem unavailable, data access risk, payroll release blocker, or security incident. Requires named EyeLogs owner and buyer escalation owner.P1 targetSame business day triageAttendance, leave, payroll, document, import, or role issue blocking HR/payroll work. Workaround and next update required.P2 target2-5 business day resolution planWorkflow improvement, report issue, mobile usability problem, template change, or non-blocking integration adjustment.Review cadenceLaunch week daily, then weekly for month oneAdoption review should track open issues, payroll readiness, employee usage, support volume, and next improvements.
Next step
Request the HRM support plan before go-live.
The support plan should be signed together with the implementation acceptance agreement.