1. What this page covers
OurTeam is used by businesses across South Africa to plan rosters, manage shift swaps, send messages and organise team activities. These terms apply to your use of the platform and to the support services we provide from Rosebank, Johannesburg, with assistance for clients in Johannesburg, Cape Town, Durban, Pretoria, Bloemfontein, Midrand and Sandton.
By using the service, your business agrees to use the platform responsibly, keep account details accurate and follow the setup steps shared by our support team. If your business has its own internal rules for rosters, approvals or staff communication, those should be followed alongside these terms.
2. Using the platform for rostering and team activity
OurTeam is set up for practical workforce coordination. That includes creating schedules, sharing updates, handling shift swaps and planning team activities in a simple way. It is your responsibility to make sure the information entered is correct, current and suitable for your workplace needs.
- Use the platform only for your business operations and authorised staff.
- Keep roster details accurate, including dates, times and assigned roles.
- Check that messages and activity notes are appropriate for workplace use.
- Review schedule changes before they are shared with staff.
Rosters should also be managed in line with the Basic Conditions of Employment Act and your own workplace requirements. We do not give legal advice, so if your business needs guidance on compliance, please take independent advice.
3. Support services and what to expect
Our support services are there to help your team get started and keep day to day use straightforward. Depending on your rollout, support may include account setup, team import help, roster template setup, manager training, staff training, site rollout, policy alignment, swap process help, message setup, activity planning help, go live support and ongoing check ins.
When you ask for help, we will usually need the relevant account name, the site or branch involved, a clear description of the issue and any examples that show what is happening. This helps us respond faster and avoid back and forth.
- Raise one issue at a time where possible.
- Confirm which branch, shift or user group is affected.
- Share screenshots or examples if they help explain the problem.
- Let us know if the issue affects one site or multiple sites.
4. Your responsibilities before go live
Before a new rollout or changeover, your business should check that staff lists, site details, shift patterns and approval steps are correct. If you are moving from paper rosters or another process, it helps to confirm names, roles and working times before the first schedule is published.
We can guide the setup, but your team remains responsible for approving the final structure. Please make sure managers and staff understand how messages, swaps and activity notices will be used at your workplace. This avoids confusion when the system goes live and keeps support requests simple to manage.
- Review all team names and roles before import or setup.
- Check roster templates against your actual operating hours.
- Set who can approve swaps and roster changes.
- Train managers and staff on the process before launch.
5. Fair use, messages and workplace conduct
Messages and activity planning should support normal workplace communication, not replace proper management or HR processes where those are needed. Please use the platform in a respectful way and avoid sharing private information that does not need to be visible to the wider team.
If your business uses different rules for different sites, departments or shifts, make sure those rules are applied consistently. This is especially important for businesses with teams spread across Johannesburg, Cape Town, Durban, Pretoria and Bloemfontein, where site managers may work differently but still need the same record keeping.
- Do not use the platform for harassment, discrimination or harmful content.
- Keep communication work related and relevant to the team.
- Protect staff information and limit access where needed.
- Report any account misuse to support as soon as possible.
6. Getting help from our Rosebank team
If something is not working as expected, contact us through the enquiry form on our contact page. That is the best way to reach our support team for account queries, setup help or questions about your rollout. We will respond with the next step, whether that is a quick fix, a setup check or a follow up from the relevant team member.
For best results, send the issue in a clear note and include any timing details, the site affected and what outcome you want. If the matter relates to a roster rule, shift swap or communication process, mention how your business currently handles it. That helps us point you in the right direction without guesswork.
We keep support practical and focused on helping businesses use the system properly. If a request needs policy review, compliance input or a change to your internal process, your own management team should confirm the decision before the roster is updated.
