Who can contact support
Support is for agencies that use the Templace service (the Service) and their staff.
The Service is white-labelled. If you are a candidate, worker or client of an agency, please ask the agency for help. The agency will contact us if it needs to.
How to contact us
Email terry@hilliernet.co.uk or phone 07789 938284. Support is available on working days, 9am to 5.30pm UK time. Working days are Monday to Friday, except bank holidays in England and Wales.
You can email at any time. Messages that arrive outside support hours are picked up when support hours next begin.
For a Severity 1 problem, please phone as well as emailing, so that we know straight away.
What to tell us
To help us respond quickly, please tell us:
- your agency's name and your own name;
- what you were doing and what happened, including any error message;
- when it started, and how many users are affected;
- what you think the severity is;
- a screenshot, if it helps, avoiding any personal data we do not need to see.
Severity levels and response times
We give each request a severity level, taking account of what you tell us. Response times run from when we receive your request, counting only support hours.
A response means a person at Templace has looked at your request, confirmed its severity and told you what happens next. It is not a promise that the problem will be fixed within that time. We work on the most serious problems first and keep you updated until they are resolved.
- Severity 1: the Service is unavailable, a critical function such as signing in, timesheets or pay cannot be used, or there is a suspected security incident or data breach. Response within 2 working hours.
- Severity 2: an important function is not working properly or many users are affected, but there is a workaround or the Service can still be used. Response within 1 working day.
- Severity 3: a minor fault, a question about how to do something, or a request for a change. Response within 3 working days.
Availability
Our target is for the Service to be available 99.5% of the time each month.
Every release passes our whole automated test suite, about 180 test suites, before it is installed. We keep the previous release so that we can roll back if something goes wrong.
How availability is measured, and what happens if we miss the target, are set out in the Service Levels in our terms at /terms.
When we need to look inside your system
Many problems can be solved without us seeing your data. When we do need to look, we will ask you to invite us. You choose how long the invitation lasts, and you can withdraw it at any time.
We can also enter without an invitation on a small number of reserved grounds, such as when you are locked out and ask for help, or during a security incident. Our Who can see what policy lists them all.
Every time a Templace person enters your system, it is recorded against that person in your audit trail, and, except during initial set-up, we email you.
Restoring data
We back up the Service every night. If you need your data put back to how it was the previous night, for example after a mistaken bulk change, ask us and we will restore it.
Restoring replaces any changes made since the backup, so we will confirm with you what will be lost before we do it. Our Business continuity and disaster recovery policy explains our backups.
If you are not happy with our support
Tell us, and we will try to put it right. If we cannot, you can use our Complaints procedure.
Support and service levels · version 1.0 · approved 27/10/2026 · next review 27/10/2027. Templace is a trading name of TWH Holdings Limited, company number 10663539, Meadway, Mill Road, Writhlington, Radstock, BA3 5TY.