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SMP 365

Support Policy: SMP 365

Effective Date: 9 May 2026

This Support Policy applies to SMP 365 software products, services, applications, APIs, and Microsoft Marketplace offerings provided by SMP 365 SAAS Pty Ltd.

Systems Covered

Our support services cover the following integrated modules:

  • Safety & Risk: Permit to Work, ICAM + AI Assisted Investigations, Risk Management, Incident Management, EMS, Psychosocial Risk Management.

  • Operations & Workforce: LMS, Contractor Management, Hazardous Goods Management, Travel Management, Action Management.

  • Infrastructure: Dashboards & Analytics, Safety Mobile Applications.

1. Support Contact Information

Support requests may be submitted through:

Required Information: When submitting a request, please include your organisation name, the specific system affected, a detailed description (including screenshots), urgency classification, and relevant tenant information.

2. Standard Support Hours

Monday to Friday | 8:00 AM – 5:00 PM Western Australia Time (AWST)

Note: Support availability may vary on public holidays or during planned maintenance. After-hours support for critical enterprise issues is subject to specific commercial agreements.

3. Support Scope

Included: Deployment assistance, onboarding, licensing, configuration support, bug investigation, and Microsoft integration guidance. Excluded: Customer Microsoft tenant administration, third-party software, network troubleshooting, or unmanaged external integrations.

4. Service Level Targets (SLA)

We aim for the following initial response times based on issue severity:

  • Critical (P1): Complete production outage or major failure. Target: Within 4 business hours.

  • High (P2): Significant impairment with no practical workaround. Target: Within 1 business day.

  • Medium (P3): Partial functionality issue or non-critical impact. Target: Within 2 business days.

  • Low (P4): General inquiries, cosmetic issues, or minor defects. Target: Within 5 business days.

Response targets are goals and do not constitute guaranteed service commitments unless agreed upon in writing.

5. Critical Incident Handling

Critical incidents (e.g., system-wide outages or major security concerns) are prioritized. SMP 365 will provide status communications and investigate remediation options as a matter of urgency.

6. Software Updates & Maintenance

Updates for security, features, and Microsoft alignment are released periodically. These may occur via SharePoint packages, Microsoft Marketplace, or Azure backend updates. Planned maintenance may occasionally require temporary service interruptions.

7. Microsoft Platform Dependencies

As our systems rely on Microsoft 365, SharePoint Online, and Azure, functionality may be affected by Microsoft-side outages or API changes beyond our direct control.

8. Customer Responsibilities

Customers are responsible for:

  • Maintaining valid subscriptions and Microsoft licensing.

  • User management and tenant-side data backups.

  • Ensuring trained personnel review all investigations and AI-assisted outputs.

9. AI-Assisted Functionality Support

Support for AI-generated outputs is limited to technical functionality. The accuracy and verification of AI content remains the sole responsibility of the customer.

10. Security & Responsible Use

Customers must promptly report any suspected security incidents or unauthorized access. SMP 365 reserves the right to restrict access to protect platform integrity.

11. Changes to This Support Policy

SMP 365 may update this Support Policy periodically to reflect operational changes or Microsoft ecosystem updates.

Contact Information

SMP 365 SAAS Pty Ltd Global Microsoft-Integrated Safety & Risk Software Provider

Address: Level 2, 1 Prowse Street West Perth WA 6005 Australia

Email: support@smp365.com Web: www.smp365.com

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