Support Policy

SUPPORT POLICY

Last Updated: July 22, 2026

Support Policy

Welcome to ResourcePlus Online ("ResourcePlus", "the Platform", "we", "our", or "us").

ResourcePlus is the flagship HR, Payroll, Workforce Management, and AI-powered enterprise platform provided by NSP Global Solutions, the regional arm of NSP Solutions Private Limited (NetSoftPro).

This Support Policy describes the standard support services provided for ResourcePlus and outlines how customers can request assistance.

1. Purpose

Our objective is to provide reliable, responsive, and professional technical support to help customers successfully implement, operate, and maintain the ResourcePlus platform.

Support services are intended to assist customers with the proper use of ResourcePlus and to resolve product-related issues in a timely manner.

2. Support Services

Standard support may include:

• Product usage assistance
• Technical issue investigation
• Software troubleshooting
• Bug reporting and resolution
• Guidance on standard product features
• User account assistance
• Performance issue investigation
• General product enquiries

Support is provided remotely unless otherwise agreed in writing.

3. Support Channels

Customers may contact our support team through the following channels:

• Email Support
• Customer Support Portal (where available)
• Telephone Support (where applicable)
• Remote Support Sessions (by appointment)
• Online Meeting Platforms

The available support channels may vary depending on the customer's subscription plan or support agreement.

4. Support Hours

Unless otherwise specified in a separate agreement, standard support is available during normal business hours.

Business Hours:

Sunday – Thursday

9:00 AM – 6:00 PM (Saudi Arabia Time)

Support requests received outside business hours will be addressed during the next business day unless covered by a premium support agreement.

5. Priority Levels

Support requests are generally handled based on their business impact.

Critical

A complete outage or issue preventing normal business operations.

High

A significant feature is unavailable or seriously affected, with no reasonable workaround.

Medium

A functional issue affecting normal operations where an acceptable workaround exists.

Low

General enquiries, usability questions, enhancement requests, cosmetic issues, or documentation requests.

Issue prioritization may be adjusted based on business impact and available information.

6. Customer Responsibilities

To help us provide effective support, customers should:

• Provide accurate information about the issue.
• Describe the steps required to reproduce the problem where possible.
• Cooperate with reasonable troubleshooting requests.
• Ensure authorized personnel are available during support activities.
• Maintain appropriate backups of their own business data.

Customers remain responsible for the accuracy and integrity of their business information.

7. Remote Access

Where necessary and with customer authorization, support personnel may request temporary remote access to customer systems solely for troubleshooting, maintenance, or implementation purposes.

Remote access will be used only for the agreed purpose and will be conducted in accordance with applicable security practices.

8. Software Updates

Customers may receive:

• Product updates
• Bug fixes
• Security updates
• Performance improvements
• Feature enhancements

The availability of updates may depend on the customer's licensing model, subscription plan, and maintenance agreement.

9. Exclusions

Unless expressly agreed in writing, standard support does not include:

• Custom software development
• Major product customization
• Data entry or data correction
• Third-party software support
• Network administration
• Hardware maintenance
• Customer IT administration
• On-site support
• Training services

These services may be provided separately under a professional services agreement.

10. Premium Support

Customers may purchase enhanced support services under separate agreements.

Premium support may include:

• Extended support hours
• Priority response
• Dedicated support contacts
• Faster service response targets
• Scheduled health checks
• Technical advisory services

The scope of premium support is governed by the applicable commercial agreement.

11. Service Availability

While we strive to maintain high service availability, uninterrupted operation cannot be guaranteed.

Service interruptions may occur due to:

• Scheduled maintenance
• Emergency maintenance
• Internet connectivity issues
• Third-party service disruptions
• Infrastructure failures
• Security incidents
• Events beyond our reasonable control

We will make reasonable efforts to minimize service interruptions and restore services promptly.

12. Changes to this Support Policy

NSP Global Solutions may update this Support Policy from time to time to reflect changes in our Services, operational practices, or legal requirements.

The latest version will always be published on ResourcePlus Online.

13. Contact Support

For technical assistance or support enquiries, please contact:

NSP Global Solutions

Product: ResourcePlus

Website: https://resourceplusonline.com

Corporate Website: https://nspgs.com

Parent Company: https://netsoftpro.com

Support Email: support@nspglobalsolutions.com (or replace with your actual support email address)

General Email: info@nspglobalsolutions.com

End of Support Policy

You now have a complete legal set for ResourcePlus Online

1. ✅ Privacy Policy
2. ✅ Terms of Service
3. ✅ Refund & Cancellation Policy
4. ✅ Cookie Policy
5. ✅ Support Policy

These five documents are suitable for an enterprise SaaS platform, clearly identify NSP Global Solutions as the service provider, ResourcePlus as the product, and support your payment gateway onboarding and customer trust.

One final suggestion: after your web team publishes these pages, ensure they are linked from the footer of every page on resourceplusonline.com, and also referenced on the checkout page before customers complete a purchase. This provides a consistent and professional user experience.