Support and service levels

Use the in-app Help and support page, or write to support@olympuspay.co. For security matters write to security@olympuspay.co. For data protection matters write to privacy@olympuspay.co. Please include your practice name, what you were doing, what you expected and what happened. Do not send passwords.

Support is available Monday to Friday, 08:00 to 17:00 Central Africa Time, excluding public holidays in Botswana. Requests received outside those hours are handled on the next working day.

• Severity 1: the service is unavailable or there is a risk to the security of Your Content. We aim to respond within four business hours and to keep you updated until it is resolved or mitigated.
• Severity 2: a major feature is not working and there is no reasonable workaround. We aim to respond within one business day.
• Severity 3: a feature is not working as described, but you can carry on. We aim to respond within two business days.
• Severity 4: a question, a request for advice on using the service, or a suggestion. We aim to respond within three business days.

A response is an acknowledgement with a first assessment, not necessarily a fix.

We aim for the service to be available at least 99.5 percent of the time in each calendar month, not counting planned maintenance, events outside our reasonable control and problems caused by your equipment or network. This is a target, not a warranty. We aim to give notice of planned maintenance that is likely to affect you, and to do it outside business hours.

We tell the practice administrator by email about incidents that materially affect the service or Your Content, say what we know, and follow up when the incident is resolved. Personal data breaches are handled as the Data Processing Agreement describe.

Name a person who can contact support for your practice, keep your administrator's contact details current, give us the information and access we reasonably need, and apply updates and settings we recommend.

Support does not cover legal advice, training beyond the help centre, custom development, third-party software, or problems caused by misuse, unsupported browsers or your own systems.