Platform
Solutions
Resources
Sign in
Contact sales
Sign inContact sales
Consumers
Consumer TermsPrivacy NoticeGDPR NoticeCookie PolicyGLBA NoticeLegal Changelog
Open Payroll
Customer TermsSupport PolicyService LevelsData Protection AddendumSubprocessorsMessaging Policy
Open Banking
Customer TermsSupport and Service Levels
SecurityLegal ChangelogSupplier Code of ConductThird-Party Logo DisclaimerTrust Center

Support Policy

Last updated: October 1, 2026

This Support Policy is incorporated into the Open Payroll Customer Terms (the “Agreement”) and applies to the Open Payroll Platform. Capitalized terms used but not defined in this Support Policy have the meanings given in the Agreement.

1. Definitions.

1.1 “Business Hours” means any hour between 9am ET and 5pm ET on a day other than a Saturday, a Sunday, a day that is a legal holiday under the laws of the State of New York, or a day on which banking institutions in New York are authorized or required by Law to close.

1.2 “CMNS” means Argyle’s change management notification system available at changelog.argyle.com (or a successor system or website Argyle designates). Argyle may give notices under the Agreement through the CMNS, including notices Section 12.4.b of the Agreement requires Argyle to give via the Legal Changelog.

1.3 “Data Location Error” means an issue with the interoperation between the Open Payroll Platform and a Data Location that adversely affects Consumers’ or End Users’ use of the Open Payroll Platform. A Data Location Error is not a Platform Error, and is Third-Party Unavailability under the Service Levels rather than Unscheduled Downtime.

1.4 “Error” means a Platform Error or a Data Location Error, classified as follows:

Error Classification
Priority 1The Error renders the Open Payroll Platform inoperative or prevents Consumers or End Users from effectively using the Open Payroll Platform (e.g., the API, Console, or Link is down).
Priority 2The Error materially restricts use of the Open Payroll Platform (e.g., primary Open Payroll Platform features are unavailable with no reasonable workaround), or is a Data Location Error affecting 10% or more of the Consumer accounts connected to Customer through the applicable Data Location where at least 1,000 accounts are so connected, but material operations of the Open Payroll Platform can otherwise continue in a restricted or altered fashion.
Priority 3The Error causes a significant adverse effect on use of the Open Payroll Platform (e.g., secondary features are unavailable with no reasonable workaround), or is a Data Location Error affecting at least 5% and less than 10% of the Consumer accounts connected to Customer through the applicable Data Location where at least 1,000 accounts are so connected.
Priority 4The Error causes minor inconvenience (e.g., a cosmetic problem) but does not impede general operation of the Open Payroll Platform (e.g., because a reasonable workaround is available). Priority 4 Errors include all Errors not classified as Priority 1, Priority 2, or Priority 3.

1.5 “Error Correction” means a bug fix, error correction, patch, or other modification or addition that, when made or added to the Open Payroll Platform, resolves an Error.

1.6 “Level 2 Support” means responding to and addressing issues not resolved under User Support, including significant Consumer or End User problems relating to the operation of the Open Payroll Platform, and assisting users in interfacing with other vendors where problems arise from interoperability between the Open Payroll Platform and other software or hardware Customer uses consistently with the Documentation.

1.7 “Platform Error” means a defect, or combination of defects, in the Open Payroll Platform that results in a failure of the Open Payroll Platform to function in accordance with the Documentation.

1.8 “Status Site” means Argyle’s website displaying uptime measurements and information about outages and other incidents affecting the Open Payroll Platform, available at https://status.argyle.com (or a successor system or website Argyle designates). Customer may subscribe to receive Status Site updates as described on the Status Site (e.g., via email, SMS, Slack, or RSS).

1.9 “Update” means an Error Correction or another update to the Open Payroll Platform, or to an applicable portion, application, component, or feature of it.

1.10 “User Support” means responding to and solving basic user problems relating to the Open Payroll Platform, including (a) responding to questions from End Users about the Documentation or use of the Open Payroll Platform, and (b) using reasonable efforts to diagnose the root cause of an incident.

2. Support.

2.1 General. Argyle must provide User Support and Level 2 Support during Business Hours. Customer may access information about the status and availability of the Open Payroll Platform via the CMNS and the Status Site. Argyle must respond to Customer support requests in writing, must begin investigating after receiving each request, and must use commercially reasonable efforts to resolve requests and issues as soon as reasonably practicable.

2.2 Error Reporting and Correction. Customer may report Errors to support@argyle.com or, if ordered under a Service Order, through Argyle’s support portal available in Console, in each case with reasonable detail about the nature of the Error (e.g., a narrative description, Customer’s proposed Error classification, and any available screenshots) (each, an “Error Report”).

Argyle’s Error acknowledgement, workaround, resolution, and reporting targets, and customer communication response targets are as follows:

Error PriorityAcknowledgementWorkaroundError CorrectionReportingCommunication Response
Priority 11 Business Hour2 hours from the earlier of Acknowledgement or when Argyle otherwise becomes aware of the Error24 hours from the earlier of Acknowledgement or when Argyle otherwise becomes aware of the ErrorEvery 2 Business Hours from the earlier of Acknowledgement or when Argyle otherwise becomes aware of the Error2 Business Hours
Priority 22 Business Hours4 hours from the earlier of Acknowledgement or when Argyle otherwise becomes aware of the Error48 hours from the earlier of Acknowledgement or when Argyle otherwise becomes aware of the ErrorEvery 4 Business Hours from the earlier of Acknowledgement or when Argyle otherwise becomes aware of the Error4 Business Hours
Priority 33 Business Hours7 days2 weeksDaily, and otherwise on request to Customer’s primary point of contact (subject to the Communication Response target)8 Business Hours
Priority 44 Business Hoursn/aNext maintenance release of the applicable softwareOn request to Customer’s primary point of contact (subject to the Communication Response target)16 Business Hours

The periods in the table above are targets, not warranties. Argyle must use commercially reasonable efforts to resolve each Error within those targets, or within another period the parties agree, using qualified technical support and developer personnel as needed until the Error is corrected, and must escalate its efforts if an Error is not resolved within the applicable target. Argyle may provide reporting via the CMNS or the Status Site.

2.3 Exclusions. Argyle has no obligation under this Support Policy to the extent an Error results from Customer Applications, Third-Party Platforms, Data Locations, Trials and Betas, Customer’s misuse or unauthorized modification of the Open Payroll Platform, or Customer’s failure to provide the information and cooperation Argyle reasonably requests to reproduce, diagnose, or resolve the Error.

2.4 Sole Remedy. Argyle’s performance of this Support Policy is Customer’s sole and exclusive remedy, and Argyle’s entire liability, for an Error. Service level credits, where available, are governed by the Service Levels.

2.5 Modifications and Updates. Argyle issues Updates from time to time according to its development schedule, over which Argyle has exclusive control. Argyle gives notice of Modifications, and of material Updates that are not Modifications, via the CMNS. Notice under this Section is the notice described in Section 12.4.a of the Agreement, and Section 12.4.a governs Customer’s rights where a Modification materially adversely affects Customer.

2.6 Purchases through Resellers. Where Customer receives the Open Payroll Platform under a Reseller Order, Argyle provides the support and maintenance described in this Support Policy to the applicable Reseller only, except as Customer and Argyle expressly agree otherwise in writing. Where this Support Policy contemplates an action by Customer, Customer must take that action through the applicable Reseller. For example, Customer should report an Error to the Reseller, which may then report it to Argyle under this Support Policy. Section 12.12 of the Agreement governs any conflict between this Support Policy and the Agreement.