Support Policy for Hire with Oyster

Last Updated: 1st Jan 2025

Welcome to Hire with Oyster. This Support Policy outlines the scope, availability, and terms of support services provided to our users.

1. Scope of Support

We provide support for issues related to:

• Account setup and management.

• Billing, payments, and invoices.

• Platform navigation and troubleshooting.

• Compliance and legal inquiries related to employment services.

• Payroll processing and related concerns.

• Technical issues with accessing or using the platform.

Our support team does not provide:

• Legal or financial advice beyond general compliance guidelines.

• Support for third-party tools or integrations outside of our service scope.

2. Support Availability

Our support team is available during the following hours:

• Monday to Friday: 9:00 AM – 6:00 PM IST

• Saturday and Sunday: Limited support for urgent matters

Response times may vary based on the complexity of the issue and the volume of inquiries.

3. Contacting Support

Users can reach our support team through the following channels:

• Email: [Insert Support Email]

• Live Chat: Available on our website during business hours

• Phone Support: [Insert Contact Number]

• Help Center: A self-service knowledge base with FAQs and guides

4. Response and Resolution Times

We strive to respond to all inquiries within the following timeframes:

• General inquiries: 24-48 hours

• Technical issues: 2-3 business days

• Urgent matters (e.g., payroll failures, compliance issues): Priority handling within 12 hours

5. User Responsibilities

To ensure efficient support, users must:

• Provide detailed information about the issue, including screenshots or error messages.

• Use the appropriate support channels for their inquiries.

• Maintain courtesy and professionalism in all communications.

6. Service Limitations

We reserve the right to:

• Decline support for issues not related to our platform.

• Limit or suspend support for users who engage in abusive or inappropriate behavior.

• Modify this policy at any time to improve service quality.

7. Escalation Process

If a user is not satisfied with the resolution provided, they may escalate the issue by:

• Requesting further review via email with the subject “Support Escalation.”

• Contacting a designated account manager (if applicable).

8. Changes to Support Policy

We may update this Support Policy periodically. Continued use of our support services after changes constitute acceptance of the revised terms.

For any further inquiries, please contact our support team through the available channels.