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Purpose
This document sets out the service levels that Paytime will use its best endeavours to achieve in responding to incidents that arise from the provision of the Paytime Service
This document formalises and expands upon the various categories and classification of incidents that can reasonably be expected to arise in the provision of the Paytime Service which is based on a sophisticated technology platform. Issues will arise and occur; it is then the intention to respond to those issues and incidents and to seek to resolve them in a timely manner as quickly and as best as possible.
Multi-Party Considerations
Dependency of other participants is a factor in achieving the target response and resolution times
The nature and sophistication of the overall Paytime Service depends on a number of parties and their infrastructure; systems; personnel; processes with each and their own operational perspectives and priorities which include the:
Services and capabilities provided by the above parties may also be negatively affected or impacted by exceptional circumstances:
It is highly likely and is to be expected that this permutation of parties, a number of which may not have contractual agreements between them that cannot be directly and forcibly controlled by Paytime, which means that the attainment of response and resolution times defined within this document may not be achievable.
Paytime is motivated to achieve the response and resolution times and will do its best to adhere to them where matters are entirely and exclusively under the control of Paytime.
The different parties are expected to be motivated to work together in the event of an operational / service impacting incident no matter the cause given that it is in the interest of all the parties to resolve any matters as soon as possible, however this cannot be assured or guaranteed.
Risk Mitigation
A number of professional and valuable steps have been taken with the goal of seeking to mitigate what are often the cause of operational issues. These include:
Definitions used in this document
| First Line Support | Refers to the teams, technologies, processes, personnel implemented by Paytime as the first responder to questions, issues, incidents arising from the Employer or the Employer’s third party payroll software, Enrolled Employees, Eligible Employees, and other parties who have a reason to contact Paytime. This represents the front line of support and is the primary interface. Paytime’s First Line Support will be required to ensure that any data / information required by Second / Third Line Support is obtained when requested. |
| Second Line Support | Refers to the teams, technologies, processes, personnel implemented by Paytime as the second responder to questions, issues, incidents arising from the Employer or the Employer’s third party payroll software, Enrolled Employees, Eligible Employees, and other parties who have a reason to contact Paytime, that are not able to be resolved by First Line Support.
The role of the Second Line Support will be to ensure any incidents / issues raised / logged / reported by First Line Support are resolved where they can be resolved and passed to Third Line Support where they cannot be resolved by Second Line Support. |
| Third Line Support | Third Line Support refers to software engineers, technical specialists and third-parties who will be called upon by Second Line Support to resolve issues and incidents that cannot be resolved by the Second Line Support. Typically issues that will be passed to Third Line Support will be such matters requiring complex examination, software remediation. |
| P1 incident | Refers to a total system outage of the Paytime Service, whatever the cause. |
| P2 incident | Refers to a module of the Paytime Service being inoperable that results in significant impact to users and/or employers, whatever the cause |
| P3 issue | Refers to an incident affecting part of the Paytime Service although users are able to complete a successful withdrawal with or without a workaround |
| P4 minor issue | Refers to issues that affect the operational service but in a cosmetic manner the presence of which is considered to be ‘non-blocking’ meaning that users can continue to utilise the Paytime Service. |
| P5 new requirement | Refers to a new feature or functionality request that will be added to Paytime’s product development queue. Strictly speaking such requirements should not be managed through the SLA process, however it is mentioned here because it is often the case that feature requests arise as part of the multi-level First / Second / Third Line support processes. |
Target SLA
Subject to points made elsewhere within this document, Paytime will seek to provide support, that target response and resolution times by incident / issue classification as follows and will be periodically reviewed (reduced or adjusted) in response to experience:
| Issue / Incident Classification | Target to Maximum Target Response and Resolution Time (hours) |
| P1 incident | 15 minutes to 2 hours |
| P2 incident | 1-4 |
| P3 issue | 4-8 |
| P4 minor issue | 72[1] |
| P5 new requirement | Assess and size weekly |
N.B. Target Resolution times are applicable if all information needed by Second Line / Third Line Support is provided by First Line Support. Paytime recognise that resolution and/or response times may not be achieved where dependencies exist on one or multiple third parties or in the event of services and capabilities provided by parties may also be negatively affected or impacted by exceptional circumstances.
Paytime strives to be fair and open about the way we collect information about you and what we intend to do with the information. We receive and store certain types of information from you when you interact with our Websites to deliver the products you request from us, and help improve your overall online experience. For example, like many other websites, we store “cookies” and other web-based files on user devices to get certain types of information when your web browser, mobile phone, or other device accesses our Website. The information sent to us may include data on the pages you access, your computer IP address, device identifiers, the type of operating system you are using, your location, mobile network information, standard web log data and other information. Web log data includes the browser type you are using and traffic to and from our site. When you visit our Websites or use Paytime Services, we may also collect information about your transactions and your activities. Details on our collection of Personal Information through the use of cookies and analytical services is set out below.
In addition, when you utilise the Paytime Services, we may collect the following types of information:
Contact information, such as your name, address (including your geolocation), phone number and email.
Financial information, such as bank account numbers that you link to your Paytime account or give us when you use Paytime Services.
Detailed Personal Information such as your date of birth, employment details or other identification information or documents.
We may also obtain information about you from third parties including our Partners and related companies, as well as credit reporting bodies and identity verification services, and publicly or commercially available sources for the purposes of complying with relevant legislation (eg. anti-money laundering laws).
You may choose to provide us with access to certain Personal Information stored by third parties such as social media sites (e.g. Facebook, Google and Twitter). The information we may receive varies by site and is controlled by that site. By associating an account managed by a third party with your Paytime account and authorising Paytime to have access to this information, you agree that Paytime may collect, store and use this information in accordance with this Privacy Policy.
We may also collect your Personal Information if you enter a competition or promotion we run (either directly or through our marketing agents or our Partners), or if you apply for employment with us either directly or through a recruitment or employment agency. We may collect Personal Information about our Partners’ staff directly from those staff or from our Partners. The information we collect about our Partners’ staff may include your name, position, contact details etc. We may also collect the Personal Information of our suppliers and service providers’ staff during the course of our business activities. This information may include your name, contact details and position. We will collect this information directly from you, or from the applicable supplier or service provider.
We may also collect and handle sensitive personal information about you, to deliver our products or services. We will only collect this information where it is reasonably necessary and we have your consent, or where it is required by law.
In order to help protect you from fraud and misuse of your Personal Information, we may collect information about your use and interaction with our Websites or Paytime Services. For example, we may evaluate your computer, mobile phone or other access device to identify any malicious software or activity.
We may also collect additional information from or about you in other ways, such as through contact with our customer support team, suppliers or service providers (whether via mail, email or through telephone enquiries), your responses to a market survey, and from interactions with Paytime’s Partners or as otherwise notified to you at the time.
Paytime only collects, holds and handles information about you that is necessary for us to perform the services you request from us, that is otherwise reasonably necessary for our business activities or if required by law, court, or tribunal order.
We may use Personal Information we collect about you for a number of purposes including:
provide (or assess whether to provide) Paytime Services;
processing transactions for the delivery of third party goods or services available through our Websites;
customer support;
process transactions and send notices about your transactions;
resolve disputes, collect fees, and troubleshoot problems;
investigate and prevent potentially prohibited or illegal activities;
learn more about your level of satisfaction, your expectations of us and our Partners, and how we can meet them (for example, in relation to Paytime Services, and the goods offered by Paytime’s retailers);
customise, measure, and improve Paytime Services and the content, layout, and operation of our Websites;
deliver targeted marketing, service update notices, and promotional offers based on your communication preferences;
contact you via telephone, text (SMS), email messaging, or other forms of electronic communications, including as authorised by our Terms and Conditions;
compare information for accuracy and verify it with third parties;
confirm your identity for the purposes of anti-money laundering and counter-terrorism laws and assess applications and your suitability for Paytime Services;
to consider you for a position at Paytime for which you have applied;
to acquire goods or services from you or from your employer;
for the purpose of performing data analytics including to improve our and our Partners’ services;
for other purposes to which you have consented; and
as required or permitted by relevant laws and regulations.
You agree that we may use your Personal Information for the purposes for which we collect it and for related purposes which would be reasonably expected by you. If all or some of your Personal Information is not collected or cannot be verified, we may be unable to provide you with Paytime Services or a customised experience, engage with you, or do business with you.
We only retain collected personal information for a limited period of time for as long as we need it to fulfil the purposes for which we have initially collected it, unless otherwise required by law.
We will take all reasonable steps as quickly as reasonably possible to destroy or de-identify the personal information we hold once the personal information is no longer needed for the purpose for which the personal information may be used or disclosed.
We will take all reasonable steps as quickly as reasonably possible to destroy or de-identify the personal information we hold about the individual if/when he/she requests for the information to be destroyed or deleted. A user may request deletion of all their data, but certain transaction information must be retained for legal purposes as maybe required by law.
If you would like to inquire as to what, if any, of your personal information we have or what personal information you have submitted to us, please contact us at support@paytime.com.au. In your request, please note you are writing about “personal information” in the subject or body of the email.
Purpose
This document sets out the service levels that Paytime will use its best endeavours to achieve in responding to incidents that arise from the provision of the Paytime Service
This document formalises and expands upon the various categories and classification of incidents that can reasonably be expected to arise in the provision of the Paytime Service which is based on a sophisticated technology platform. Issues will arise and occur; it is then the intention to respond to those issues and incidents and to seek to resolve them in a timely manner as quickly and as best as possible.
Multi-Party Considerations
Dependency of other participants is a factor in achieving the target response and resolution times
The nature and sophistication of the overall Paytime Service depends on a number of parties and their infrastructure; systems; personnel; processes with each and their own operational perspectives and priorities which include the:
Services and capabilities provided by the above parties may also be negatively affected or impacted by exceptional circumstances:
It is highly likely and is to be expected that this permutation of parties, a number of which may not have contractual agreements between them that cannot be directly and forcibly controlled by Paytime, which means that the attainment of response and resolution times defined within this document may not be achievable.
Paytime is motivated to achieve the response and resolution times and will do its best to adhere to them where matters are entirely and exclusively under the control of Paytime.
The different parties are expected to be motivated to work together in the event of an operational / service impacting incident no matter the cause given that it is in the interest of all the parties to resolve any matters as soon as possible, however this cannot be assured or guaranteed.
Risk Mitigation
A number of professional and valuable steps have been taken with the goal of seeking to mitigate what are often the cause of operational issues. These include:
Definitions used in this document
| First Line Support | Refers to the teams, technologies, processes, personnel implemented by Paytime as the first responder to questions, issues, incidents arising from the Employer or the Employer’s third party payroll software, Enrolled Employees, Eligible Employees, and other parties who have a reason to contact Paytime. This represents the front line of support and is the primary interface. Paytime’s First Line Support will be required to ensure that any data / information required by Second / Third Line Support is obtained when requested. |
| Second Line Support | Refers to the teams, technologies, processes, personnel implemented by Paytime as the second responder to questions, issues, incidents arising from the Employer or the Employer’s third party payroll software, Enrolled Employees, Eligible Employees, and other parties who have a reason to contact Paytime, that are not able to be resolved by First Line Support.
The role of the Second Line Support will be to ensure any incidents / issues raised / logged / reported by First Line Support are resolved where they can be resolved and passed to Third Line Support where they cannot be resolved by Second Line Support. |
| Third Line Support | Third Line Support refers to software engineers, technical specialists and third-parties who will be called upon by Second Line Support to resolve issues and incidents that cannot be resolved by the Second Line Support. Typically issues that will be passed to Third Line Support will be such matters requiring complex examination, software remediation. |
| P1 incident | Refers to a total system outage of the Paytime Service, whatever the cause. |
| P2 incident | Refers to a module of the Paytime Service being inoperable that results in significant impact to users and/or employers, whatever the cause |
| P3 issue | Refers to an incident affecting part of the Paytime Service although users are able to complete a successful withdrawal with or without a workaround |
| P4 minor issue | Refers to issues that affect the operational service but in a cosmetic manner the presence of which is considered to be ‘non-blocking’ meaning that users can continue to utilise the Paytime Service. |
| P5 new requirement | Refers to a new feature or functionality request that will be added to Paytime’s product development queue. Strictly speaking such requirements should not be managed through the SLA process, however it is mentioned here because it is often the case that feature requests arise as part of the multi-level First / Second / Third Line support processes. |
Target SLA
Subject to points made elsewhere within this document, Paytime will seek to provide support, that target response and resolution times by incident / issue classification as follows and will be periodically reviewed (reduced or adjusted) in response to experience:
| Issue / Incident Classification | Target to Maximum Target Response and Resolution Time (hours) |
| P1 incident | 15 minutes to 2 hours |
| P2 incident | 1-4 |
| P3 issue | 4-8 |
| P4 minor issue | 72[1] |
| P5 new requirement | Assess and size weekly |
N.B. Target Resolution times are applicable if all information needed by Second Line / Third Line Support is provided by First Line Support. Paytime recognise that resolution and/or response times may not be achieved where dependencies exist on one or multiple third parties or in the event of services and capabilities provided by parties may also be negatively affected or impacted by exceptional circumstances.
We may require your consent to use and/or disclose your Personal Information if we need to use your information for a purpose that is not related to the purpose for which it was collected.
If you do not consent to Paytime collecting, using and/or disclosing your Personal Information for such other purposes, this may affect Paytime’s ability to deliver and improve our products and services, or to engage or do business with you.
When you provide us with or we access, via your payroll data, your name, date of birth, phone number and residential address in establishing your profile with us, you consent to us disclosing that information to credit reporting bodies and requesting an assessment of whether it matches personal information held by the body to assist in verifying your identity under anti-money laundering laws, should it be required, by law. The body may provide us with that assessment and use your personal information, and the names, residential addresses and dates of birth of other individuals, to prepare that assessment. Such information shall not be published anywhere, nor made public nor have an effect on your credit profile.
Paytime may send marketing materials from time to time to those who have provided Paytime with Personal Information about products and services offered by Paytime and our Partners.
If you signed up to receive newsletters or other marketing communications from us, you can opt-out any time by clicking the unsubscribe link at the bottom of the message. You can also where possible, log-in to your account to opt-out and update your marketing preferences at any time.
Even after you opt-out or update your marketing preferences, please allow us sufficient time to process your marketing preferences. Unless otherwise required to process your requests earlier by law, it may take up to 5 days to process your opt out requests in relation to receipt of electronic marketing materials such as emails and SMS, and up to 30 days for all other marketing-related requests.
Even after you’ve opt-out of receiving marketing communications from us, we may still contact you for transactional or informational purposes. These include, for example, customer service issues, payment or access inquiries, surveys or other.
You may also contact us on:
Email: info@Paytime.com.au
Phone (Australia): 1300 80 49 60
Mail: PO Box H317, Australia Square, NSW 1215
Your browser may give you the ability to control cookies. How you do so, however, depends on your browser and the type of cookie. Certain browsers can be set to reject all browser cookies. If you configure your computer to block all cookies, you may disrupt certain web page features, and limit the functionality we can provide when you visit or use our Websites. If you block or delete cookies, not all of the tracking that we have described in this policy will stop. If you continue without changing your settings, we will assume that you are happy to receive all cookies on this Site. You can change your cookie settings at any time. Some browsers have a “Do Not Track” feature that lets you tell websites that you do not want to have your online activities tracked. These browser features are still not uniform, so we are not currently set up to respond to those signals.
We may use cookies and track IP addresses via our Websites so we can improve our services provided by our Websites and enhance your user experience.
When you access our Websites or use Paytime Services, we (including our Partners and companies we work with) may place small data files on your computer or other device. These data files may be cookies, pixel tags, “Flash cookies,” or other local storage provided by your browser or associated applications (collectively ‘Cookies’). We use Cookies to ascertain which web pages are visited and how often, to make our Websites more user friendly, to give you a better experience when you return to a website and to target advertising to you that we think you may be interested in.
For example, Cookies allow us to save your password so you do not have to re-enter it every time you visit our site.
Most web browsers automatically accept Cookies. You can find information specific to your browser under the “help” menu. You are free to decline our Cookies if your browser or browser add-on permits, unless our Cookies are required to prevent fraud or ensure the security of websites we control. However, declining our Cookies may interfere with your use of our Websites and Paytime Services.
We sometimes work with online advertising vendors to provide you with relevant and useful ads. This may include ads served on or through our Websites. This may also include ads served on other companies’ websites. These ads may be based on information collected by us or third parties. For example, your postal code may be used to target an ad for people in your area. These ads may also be based on your activities on our Websites or on third party websites, as well as other criteria like date of birth, etc.
Our Websites also use Google Analytics, a web analysis service of Google Inc. (‘Google’). Google Analytics uses Cookies to monitor traffic to, and use of, the Websites. Google uses this information on our behalf to evaluate your Website usage, to compile reports on the Websites activities, and to provide additional services connected with the Websites. We will not identify you to Google, and will not merge personal and non-personal information collected through this service. You can prevent the use of Google Analytics Cookies by adjusting the settings on your browser software, however, you may not be able to fully use all of the functions of the Websites if you do so. In addition to Google Analytics, we may also use other third-party analytics tools to monitor, analyse and collect information about your use of the Websites.
Paytime will keep your Personal Information secure by taking reasonable steps to protect it from misuse, loss, and unauthorised access, use, modification, and disclosure.
We protect your information using physical, technical, and administrative security measures to reduce the risks of loss, misuse, unauthorised access, disclosure and alteration.
We also review our security procedures periodically to consider appropriate new technology and updated methods. Only properly authorised people who have a need to access Personal Information to perform their job will be able to see or use that information. Even so, despite our reasonable efforts, no security measure is ever perfect or impenetrable.
We will strive to ensure that information about you is accurate when we collect or use it. Subject to some exceptions under privacy law, we will let you see the information we hold about you and correct it if it is inaccurate, incomplete or out-of-date. If we do not grant you access to your Personal Information or do not agree to correct your Personal Information we will tell you why.
If you wish to obtain access to and/or correct your Personal Information held by Paytime, please contact Paytime on:
Email: info@Paytime.com.au
Phone (Australia): 1300 80 49 60
Unless we do not agree to your request for access to Personal Information, in most cases Paytime will provide you with access as soon as reasonably possible following receipt of your request. If you request corrections to your Personal Information and Paytime agrees with your request, these changes will be made as soon as practicable. If Paytime does not agree to your request for correction, it will notify you of the reasons it does not agree and will note your request on the records it holds about you. If you are dissatisfied with our refusal to provide you with access to, or correct, your Personal Information you may also complain to the applicable regulator in your jurisdiction.
Please also refer to our Terms and Conditions for more information.
If you have a complaint regarding Paytime’s management of your Personal Information, please prepare your complaint in writing and email it to us at info@Paytime.com.au
Paytime will provide written acknowledgement of your complaint within 7 days of receipt. We will investigate and advise you of the steps we have taken to resolve your complaint within 30 days of receipt of your complaint.
