Service and Support Policy

1. Purpose

This Service and Support Policy explains how HeySunbird manages service delivery, support requests, availability, communication, and limitations.

It applies to consulting, advisory, project, retainer, workshop, and implementation support services unless a separate agreement states otherwise.

2. Service Model

HeySunbird provides professional services, not unlimited on-demand support.

Our work is delivered through agreed scopes, retainers, proposals, project plans, workshops, documentation, advisory sessions, and implementation support.

Support is limited to the services, platforms, deliverables, and responsibilities expressly agreed in writing.

3. Business Hours

Unless agreed otherwise, our standard business hours are:

Monday to Friday, 09:00 to 17:00 South Africa Standard Time, excluding South African public holidays.

Support outside business hours is available only where agreed in writing and can attract additional fees.

4. Support Channels

Support requests must be submitted through agreed channels, such as:

• email;

• shared project workspace;

• scheduled meetings;

• support form;

• approved communication platform.

Requests sent through personal messaging apps, social media, or informal channels are not guaranteed to be actioned unless agreed.

5. Support Priorities

Support requests are prioritised based on urgency, impact, and agreed service level.

​

• Priority: Critical

  • Description: A live project, launch, or agreed deliverable is blocked due to an issue within our control

  • Typical response target: 1 business day
     

• Priority: High

  • Description: Significant issue affecting delivery, stakeholder alignment, or agreed timeline

  • Typical response target: 1 to 2 business days
     

• Priority: Medium

  • Description: Standard project question, document review, clarification, or non-urgent support

  • Typical response target: 2 to 3 business days
     

• Priority: Low

  • Description: General query, improvement idea, future planning item, or low-impact request

  • Typical response target: 3 to 5 business days
     

Response targets mean acknowledgement and initial review. They do not guarantee resolution within that period.

6. Retainer Support

Retainer support is governed by the relevant retainer plan. Unless agreed otherwise:

• support is limited to the monthly capacity, deliverables, or service lane included in the retainer;

• unused time does not roll over;

• requests are handled in order of priority and available capacity;

• large tasks can require separate scoping;

• urgent requests can affect planned work;

• response times depend on the selected retainer tier.

7. Exclusions

Support does not include the following unless expressly agreed:

• emergency technical support for client-owned systems;

• direct LMS administration;

• software development;

• legal compliance review;

• data migration;

• accreditation submissions;

• learner helpdesk support;

• 24/7 monitoring;

• hosting support;

• cybersecurity incident response;

• third-party vendor management;

• custom reporting;

• content authoring;

• graphic design;

• video production;

• procurement management;

• unresolved internal client decision-making.

These services can be scoped separately where relevant.

8. Third-Party Platforms

We are not responsible for the uptime, functionality, support, data security, or pricing of third-party platforms, including LMS platforms, hosting services, payment providers, CRM systems, email tools, AI tools, analytics platforms, or project management systems. Where we assist with third-party systems, our role is advisory or support-based unless agreed otherwise.

9. Client Responsibilities

To receive effective support, you must:

• submit clear requests;

• provide relevant context and documents;

• identify deadlines upfront;

• give access to required systems or stakeholders;

• review work within agreed timelines;

• make decisions promptly;

• nominate a primary point of contact;

• avoid sending conflicting instructions through multiple stakeholders.

We are not responsible for delays caused by missing information, unavailable stakeholders, unclear instructions, or late approvals.

10. Delivery Timelines

Any timeline we provide depends on the agreed scope, assumptions, available information, and client responsiveness. Timelines can change if:

• scope changes;

• approvals are delayed;

• required content is missing;

• third-party providers delay work;

• stakeholders are unavailable;

• urgent work replaces planned work;

• technical or operational issues arise.

11. Meetings

Meetings must be scheduled in advance. Meeting time can count toward retainer capacity or project time where applicable. If you miss, cancel, or reschedule a meeting at short notice, the time can still be treated as used if preparation has already occurred or if the slot cannot reasonably be reallocated.

12. Issue Escalation

If an issue requires escalation, we will agree the next step, which can include:

• prioritising the issue;

• revising the project plan;

• scheduling a decision meeting;

• issuing a scope change;

• involving a third-party expert;

• pausing affected work;

• documenting risks and dependencies.

13. Security Vulnerability Reporting

If you believe our website, files, systems, or shared workspaces contain a security issue, contact us immediately a your dedicated support email. Please include:

• description of the issue;

• steps to reproduce, if relevant;

• screenshots or supporting evidence;

• your contact details.

Do not exploit, test, access, copy, or disclose data beyond what is necessary to report the issue.

14. No Service Availability Guarantee

Unless expressly agreed in writing, we do not provide uptime guarantees, service credits, or continuous availability commitments. Our website, booking systems, shared files, or communication tools can be unavailable due to maintenance, outages, provider issues, cyber incidents, internet failures, or events outside our control.

15. Changes to This Policy

We can update this Service and Support Policy from time to time.

The latest version will be posted on our website.