Service Delivery & Onboarding Policy

SynrgiseLearn (Pty) Ltd Registration No. 2010/016796/07 | VAT Registration No. 4180257794

Last updated: 29 July 2026

1. Nature of delivery

SynrgiseLearn is a cloud-based digital service. Nothing physical is shipped. “Delivery” means the provisioning of your platform instance, completion of agreed setup, and go-live, after which you and your learners access the Services online via a web browser. This policy sets out our delivery timelines, what is included in standard onboarding, and the support service levels that apply after go-live.

2. Delivery timeline

Stage	What happens	Timeline
1. Order and payment	You subscribe online (via Paystack) or sign a Proposal / agreement and pay the upfront deposit equal to the first month’s subscription fee	Day 0
2. Kick-off	We confirm your order, assign an onboarding contact, and send you the onboarding checklist (branding assets, user data, configuration decisions, access requirements)	Within 2 business days of payment
3. Provisioning	Your cloud instance is created and base configuration applied	Within 3–5 business days of kick-off
4. Setup and branding	Branding, organisation structure, user import, course installation, and any included integrations (for example Active Directory) are completed	Approximately 2 weeks from receipt of all required client inputs
5. Admin training	First administrator training session delivered (two sessions per annum included)	Scheduled before or at go-live
6. Go-live	Platform confirmed ready and handed over; billing commences per clause 4	Target date agreed at kick-off

Simple self-serve subscriptions with no custom setup can be provisioned and live within 5 business days of payment. Larger implementations with integrations, data migration, or custom scope follow the timeline agreed in the Proposal.

3. Client dependencies

Our setup estimate runs from receipt of all required client information, assets, approvals, access credentials, and configuration decisions. Delays in providing these extend the timeline accordingly. If go-live is delayed by outstanding client inputs after we have completed all setup activities within our reasonable control, we may deem the platform ready for go-live, and billing may commence from the later of the agreed target date or the date the platform is made available, as set out in your agreement.

4. Billing commencement

• The upfront deposit is not an additional fee; it is credited against your first monthly subscription invoice after go-live.
• If the platform is ready early and you elect to launch earlier, billing commences from the actual go-live date.
• Online Paystack subscriptions thereafter bill monthly in advance on your billing anniversary.

5. What standard onboarding includes (Lite plans)

The standard setup fee is waived for Lite clients provided setup stays within this scope:

1. Platform installation and off-the-shelf course installation
2. Branding: logo, primary and secondary colours, login background image, one banner, and digitisation of one certificate
3. Additional user-field configuration beyond first name, last name, and email (for example fields needed for sorting or statutory reporting)
4. Organisation structure build and a one-time user import
5. Active Directory integration
6. Two administrator training sessions per annum

Requests beyond this scope (additional branding, extra training sessions, advanced configuration, custom modules, data migration, or content digitisation) are quoted separately before work begins.

6. Support model after go-live

We run a three-tier support model:

• Tier 1 — first-line support: handled by your own administrators (user access, password resets, basic guidance), using the training, documentation, and admin training videos we provide.
• Tier 2 — technical support: our technicians handle anything escalated from Tier 1 during business hours.
• Tier 3 — system developers: issues requiring code-level fixes, patches, or upgrades.

All requests are logged at helpdesk.synrgise.com and tracked through our ticketing system. Tickets are closed once you confirm resolution or after 8 days without feedback.

7. Response-time service levels

Once an issue is logged, we respond with a proposed solution or plan of action within:

Priority	Description	Response time
P1	Critical impact to a production system	3 hours
P2	Critical impact to a development system	8 hours
P3	Major impact to production or development	10 hours
P4	Moderate impact to production or development	16 hours
P5	Request for advice or product enhancement	36 hours

Support hours are [08:00–17:00 SAST, Monday to Friday, excluding South African public holidays]. Training is not included in support and is billed at the agreed training rate beyond the included sessions.

8. Maintenance and uptime

We schedule maintenance outside peak hours where possible and give advance notice of planned downtime. Qualifying unplanned interruptions attract service credits and, where prolonged, termination and pro-rata refund rights, as set out in the [Refund Policy].

9. Contact

Onboarding and delivery queries: chris@synrgise.com | helpdesk.synrgise.com |