MoveON Support Services Policy

Last updated: 19th June 2025

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QS provides Support Services to MoveON clients, according to the Terms and Conditions of contract, starting from the handover date until termination of the agreement.

System Availability

QS endeavour to provide availability of the MoveON system at all times, excluding planned or emergency maintenance. For scheduled maintenance, QS will give clients at least 48 hours’ notice. Emergency Maintenance may happen without notice if needed for service stability, QS will always try to minimise service disruption.

Access to Support

Clients can access our Knowledge Base articles, Release Notes, Announcements, and create support tickets through our web-based support portal: https://qsunisolution.zendesk.com/. Tickets can also be created by sending an email to support@moveon4.com.

Support is available Monday to Friday, from 9 AM to 5 PM CET. We may provide ad-hoc support outside these hours in exceptional cases, depending on the urgency and available resources.

We recommend reviewing the Knowledge Base before raising a ticket.

Types of Support

For all support tickets our team will provide the appropriate documentation or personalized guidance. We’ll follow up through your support ticket and, if necessary, arrange a remote session.

Problems & Incidents

A problem is an issue affecting system functionality. If something isn’t working as expected, please let us know:

· What you were doing: A brief description of the task you tried

· What happened instead: Any error messages, unexpected behaviour, or screenshots

· Browser/version details

We’ll review your ticket and get back to you—if needed, we can arrange a quick remote session to sort it out.

We categorize issues as:

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Priority	Description
Urgent	Issue impacting the whole system e.g. System unavailable. Back office users have no access or visitors (e.g. candidates) unable to access online portal / forms.
High	Issue prevents back office users from completing a key process.
Normal	General question and non-critical errors, not impacting business critical activities or restricted to individual users or circumstances e.g. specific browser.
Low	Cosmetic issues or knowledge-based questions.

We will investigate and escalate confirmed issues to our technical team if needed.

Tasks & Feature Requests

We offer both free and paid for services (e.g., imports, setup, training). For a full list of paid for services, please contact your Account Manager or email accountmanagement@qs.com.

Feature requests are prioritized based on user impact and may be included in future product updates. They are not covered by SLA timelines.

Service Levels

QS strives to respond to support requests within the time frame specified below, based on its category. QS always endeavours to respond rapidly and provide a service that meets the client’s requirements. A Business Day is defined as 8 hours and excludes public holidays.

Ticket priority	Status update target	Resolution target
Urgent	1 business hour	2 business days
High	1 business day	10 business days
Normal	10 business days	30 business days
Low	15 business days	30 business days

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Issues may be resolved either by a temporary workaround or through a permanent solution.

The time taken to resolve an incident is dependent on the issue being clearly identified by the client. The resolution time above does not include any delay whilst waiting for the client to provide further information. Business hours are based on the local time of the support team handling the ticket.

Access & Permissions

To investigate reported issues, we may need access to your MoveON instance. We won’t modify any transactional data without your written approval.

Contact: Visit https://qsunisolution.zendesk.com/ or email us at support@moveon4.com.

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