Support Policy

Effective Date: 15th November 2024

Applies to:

• https://www.righttoworkcheck.co.uk
• Mobile applications “WpcRtwEmployer” and “WpcRtwCandidate”

1. System Performance & Availability

• 1.1 Availability: WPC strives to ensure that the platform and mobile applications are available 24 hours a day, 7 days a week, except during scheduled maintenance periods or events outside of WPC’s control (e.g., internet outages or third-party service issues).
• 1.2 Access: The system will be accessible as long as users have the required internet connection and system configurations, and there are no external network restrictions (e.g., firewalls beyond WPC's control).
• 1.3 Scheduled Maintenance: WPC follows best practices for scheduled maintenance, with "at risk" maintenance windows typically between 7 PM and 6 AM, Monday to Friday, and during weekends. During these times, system access may be limited without notice.
• 1.4 Unplanned Maintenance: WPC reserves the right to temporarily suspend system access to protect the integrity of the system and its services. WPC will endeavour to notify users at least 2 hours in advance, where possible.

2. Maintenance Windows

• 2.1 At Risk Times: Maintenance windows are typically scheduled between 7 PM and 6 AM, Monday to Friday, and during weekends.
• 2.2 Emergency Maintenance: In the event of an urgent system issue, unplanned downtime may occur. WPC will make all reasonable efforts to notify users of such instances in advance.
• 2.3 User Notification: Where maintenance is scheduled outside of normal "at risk" times, WPC will endeavour to notify users at least 2 hours in advance.

3. Customer Support Availability

• 3.1 Support Hours: Customer support is available from 8:30 AM to 5:30 PM, Monday to Friday, excluding English public holidays.
• 3.2 Support Queries: WPC will address system availability issues, assist with technical queries, and offer guidance on using the right-to-work check system.
• 3.3 Response Times: WPC aims to respond to urgent queries within 2 working hours and non-urgent queries within 1 business day.

4. Security Measures

WPC implements several technical and organisational measures to protect personal data:

• 4.1 Data Encryption: All personal data is encrypted using AES 256-bit encryption for stored data and SSL encryption for data transmissions.
• 4.2 Internal Security Training: WPC staff are trained in secure data handling procedures and authorised to process personal data in compliance with GDPR.
• 4.3 Third-Party Data Security: WPC works with trusted third-party providers (e.g., iProov, Microblink) to ensure GDPR compliance and high security standards.

5. Data Integrity & GDPR Compliance

• 5.1 Lawful Processing: All personal data is processed lawfully, fairly, and transparently.
• 5.2 Data Retention: Data is retained only as long as necessary to fulfil right-to-work checks and comply with legal requirements.
• 5.3 Third-Party Security: WPC ensures all third-party services comply with GDPR.
• 5.4 Data Encryption: Both stored and transmitted data is encrypted using AES 256-bit and SSL encryption.

6. Two-Factor Authentication (2FA) Support

For 2FA-related issues (e.g., not receiving codes, lost access), contact our support team during regular support hours for assistance.

7. eVisa OTP Process Support

For issues with receiving or using the government-issued OTP during eVisa verification, contact our support team for assistance.

8. Contact Information and Escalation

For questions or concerns, contact us at: rtwcheck@workpermitcloud.co.uk.

Registered Office: The Gherkin, Level 28, 30 St. Mary Axe, London, England, EC3A 8BF.

9. Review of the Policy

This policy will be reviewed annually or upon significant changes in services, legal frameworks, or operational requirements.

Disclaimer

"This app is not affiliated with, endorsed by, or authorized by any government entity. All services provided within this app are based on publicly available information and general regulatory guidelines."