Support Policy

Effective Date: 3^rd March 2025

1. System Performance & Availability

1.1 Availability: WORKPERMITCLOUD LIMITED ("WPC") strives to ensure that the platform and mobile applications are available 24 hours a day, 7 days a week, except during scheduled maintenance periods or events outside of WPC's control (such as internet outages or third-party service issues).

1.2 Access: The system will be accessible as long as users have the required internet connection and system configurations, and there are no external network restrictions (e.g., firewalls beyond WPC's control).

1.3 Scheduled Maintenance: WPC will follow best practices for scheduled maintenance, with "at risk" maintenance windows typically between 7 PM and 6 AM, Monday to Friday, and during weekends. During these times, system access may be limited without notice.

1.4 Unplanned Maintenance: WPC reserves the right to temporarily suspend system access to protect the integrity of the system and its services. In such cases, WPC will endeavour to notify users at least 2 hours in advance, where possible.

2. Maintenance Windows

2.1 At Risk Times: Maintenance windows are typically scheduled between 7 PM and 6 AM, Monday to Friday, and during weekends. Access to the system may be restricted during these times.

2.2 Emergency Maintenance: In the event of an urgent system issue, unplanned downtime may occur. WPC will make all reasonable efforts to notify users of such instances in advance.

2.3 User Notification: Where maintenance is scheduled outside of normal "at risk" times, WPC will endeavour to notify users at least 2 hours in advance.

3. Customer Support Availability

3.1 Support Hours: Customer support is available from 8:30 AM to 5:30 PM, Monday to Friday, excluding English public holidays. During these hours, users can contact WPC for assistance.

3.2 Support Queries: WPC will provide support to address system availability issues, assist with technical queries, and offer guidance on the use of the right-to-work check system.

3.3 Response Times: WPC aims to respond to urgent support queries within 2 working hours. Non-urgent queries will be addressed within 1 business day.

4. Complaint Resolution Process

WPC has a three-level complaint resolution process:

1. Initial Support Inquiry: Issues are logged via the JIRA ticketing system.
2. Escalation to Specialist Support: If unresolved, the case moves to a specialist team.
3. Final Resolution by Management: If still unresolved, management reviews and provides a final decision.

5. Security Measures

WPC takes data security seriously and implements several technical and organisational measures to protect personal data:

• 5.1 Data Encryption: All personal data is encrypted using AES 256-bit encryption for data stored on our platform and SSL encryption for data transmitted between the system and users.
• 5.2 Internal Security Training: All WPC representatives involved in customer support and system management are regularly trained in secure data handling procedures and are authorised to process personal data in compliance with GDPR.
• 5.3 Third-Party Data Security: WPC works with trusted third-party providers (including iProov, Microblink, Mindee, Stripe, and Companies House) to ensure secure data processing. All third-party services comply with UK GDPR and are contractually obligated to protect data to the same high standards.

6. Data Integrity & GDPR Compliance

WPC is committed to ensuring data integrity and compliance with GDPR and the Data Protection Act 2018. Our data processing and support services adhere to the following principles:

• 6.1 Lawful Processing: All personal data is processed lawfully and fairly, with transparency regarding its collection, use, and storage.
• 6.2 Data Retention: Personal data will be retained only as long as necessary to fulfil the right-to-work checks and comply with legal requirements.
• 6.3 Third-Party Security: WPC ensures that all third-party services handling personal data (e.g., iProov, Microblink) comply with GDPR and maintain rigorous security standards.
• 6.4 Data Encryption: Both stored and transmitted data is encrypted using AES 256-bit and SSL encryption to protect personal data from unauthorised access.

7. Two-Factor Authentication (2FA) Support

For issues related to 2FA (e.g., not receiving codes, lost access to your 2FA method), please contact our support team during regular support hours. We will guide you through the process of regaining access while ensuring your account remains secure.

8. eVisa OTP Process Support

If you encounter any issues with receiving or using the government-issued OTP during the eVisa verification process, please contact our support team. We will assist you in completing the verification while adhering to all security and regulatory requirements.

9. Contact Information and Escalation

For questions or concerns regarding this policy or any security issues, please contact us at: rtwcheck@workpermitcloud.co.uk.

Registered Office: The Gherkin, Level 28, 30 St. Mary Axe, London, England, EC3A 8BF

10. Review of the Policy

This policy will be reviewed annually or upon significant changes in the services, legal frameworks, or operational requirements. Updates will be communicated via the WPC website.

Version Control

This document is reviewed periodically, and the latest version is always available on our website.

Disclaimer

This app is not affiliated with, endorsed by, or authorized by any government entity. All services provided within this app, including document verification and right-to-work checks, are based solely on publicly available information and general regulatory guidelines. Users should ensure they consult official government sources for the most up-to-date and accurate information regarding their specific circumstances.

Version History