AU
NZ
UK
SG
STUCK AT A HURDLE?
We can Help.
The HSI Donesafe platform is designed to make workplace health and safety easy. But we know sometimes things get wobbly. When they do, we’re here with straightforward, no-jargon support to get you back to work, fast.
When Things Gets Wobbly: Here’s How To Get In Touch
Need a hand? We’ve made it easy to open a ticket and connect with our team.
We manage support for our two main systems slightly differently, so just remember where your issue lives!
1. Donesafe (Safety Management System – SMS)
The quickest way to get help is to dive into the Customer Hub Support right inside your Donesafe platform.
Alternatively, if you’re locked out or feeling retro, send an email to:
support@donesafe.com (it automatically creates a ticket for you!)
2. Solv (Injury Management System – IMS)
If you’re having issues with our Injury Management System:
Look for the ‘Support Widget’ within the Solv application.
No luck there? Email support@solv.com.au.
What’s a ‘Business Day’?
When we talk about guaranteed response times, we’re operating within our standard Business Support Hours.
Business Day: Monday to Friday, 9am – 5pm.
Location: Defined by the time zone where your services are provided (excluding public holidays).
Our general support covers everything from basic troubleshooting and technical advice to helping you iron out any little program interface issues.
Service Levels
How fast we ride to the rescue.
We use a straightforward set of Severity Levels to make sure we tackle the most urgent, safety-critical issues first.
Good News: HSI Donesafe, the EHS platform, has an application/platform availability of 99.95% uptime.
| Severity Level | What’s the Fuss? (Definition) | Acknowledgment (We saw it!) | Resolution/Workaround (The Fix) |
|---|---|---|---|
| Sev 1 (Fatal) | The system is experiencing a complete outage, and users are unable to continue their work at this time. | 1 Hour | Continuous Effort until relief is provided. |
| Sev 2 (Critical) | An essential business function is totally unusable. Safety is paused. | 4 Business Hours | 2–3 Business Days |
| Sev 3 (Non-Critical) | Non-essential function is unusable, or an essential one has limited usability. Annoying, but not critical. | 1 Business Day | 5 Business Days |
| Sev 4 (Minor) | All other types of errors, requests, or annoyances. | 3 Business Days | N/A (We’ll consider this for a future product release.) |
Code Red: Severity 1 Escalation (24×7)
If the absolute worst happens and the application becomes unreachable (a true Sev 1 issue), we have a dedicated, 24×7 line just for you.
IMPORTANT: This line is only for Sev 1 issues where the platform is completely down. For all other Sev 2-4 issues, please use the standard Customer Hub or email methods above—it’s much faster!
| Region | Escalation Number |
|---|---|
| Australia | +61 8 6244 7210 |
| North America | +1 541 344 7429 |
| Europe | +32 2 897 83 61 |
If HSI Donesafe becomes aware of any Sev 1 (Fatal) issues that are impacting the platform, we’ll notify you in a timely fashion.