Last updated: 2 August 2026
This Support Policy describes the help available to LejaHQ customers, how to reach us, and what you can expect once you do. It forms part of our Terms and Conditions.
1. Who can get support
Support is available to customers with an active subscription or trial, and to the users they have authorised on their account. If you are an employee of a business that uses LejaHQ, please raise questions with your own administrator first.
2. How to reach us
Email [email protected] or use the form on our contact page. To help us resolve things quickly, please include your business name, the part of the platform involved, what you expected to happen, what actually happened, and a screenshot where relevant.
3. Support hours
Support operates during business hours in Fiji (Pacific/Fiji time), Monday to Friday, excluding Fiji public holidays. Requests received outside these hours are picked up on the next business day.
4. Priorities and response targets
We triage requests by the impact they have on your business.
| Priority | What it means | Target first response |
|---|---|---|
| Critical | The platform is unavailable, or a core function such as payroll processing or invoicing cannot be used, and there is no workaround. | Within 4 business hours |
| High | A significant function is impaired or producing incorrect results, but a workaround exists. | Within 1 business day |
| Normal | A fault with limited impact, or a question about how something works. | Within 2 business days |
| Low | Cosmetic issues, documentation, and feature suggestions. | Within 5 business days |
These are targets for our first substantive response, not guaranteed resolution times. How long a fix takes depends on the cause and complexity. We will keep you informed while we work on it.
5. What support covers
Help with account access and user setup; guidance on how features work; investigating suspected faults; assistance with importing and exporting your data; and reporting on incidents affecting the Service.
6. What support does not cover
Support is technical help with the platform. It is not accounting, tax, legal or human-resources advice, and our team cannot tell you how to treat a transaction, calculate an entitlement, or interpret your obligations. Please speak to a qualified adviser for that.
We also do not lodge or submit returns, contributions or other filings with the Fiji Revenue and Customs Service, the Fiji National Provident Fund, or any other authority on your behalf. Where the platform helps you prepare or export information, responsibility for reviewing it, filing it and meeting deadlines stays with you.
Other exclusions: problems caused by your own network, hardware or third-party software; faults arising from use contrary to our Terms; training beyond ordinary product guidance; and custom development, unless separately agreed in writing.
7. What we ask of you
Report issues promptly and with enough detail for us to reproduce them; give us reasonable access to information we need to investigate; keep an authorised contact available while a Critical issue is open; and keep your own records and backups of anything business-critical.
8. Maintenance and incidents
Planned maintenance is scheduled outside Fiji business hours wherever practical, and we give reasonable notice of work we expect to be disruptive. Urgent security work may be carried out without notice. During a significant incident we will provide updates until the Service is restored.
9. Escalation
If you are not satisfied with how a request is being handled, reply on the same email thread and ask for it to be escalated. If you remain unsatisfied, our complaints route is set out in our Terms and Conditions.
10. Changes to this policy
We may update this Support Policy as the Service develops. The date at the top shows when it was last revised.