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WorkForce Software Support

There when you need us with tiered support offerings tailored to your organisation’s needs

Welcome to WorkForce Software Global Support. Our dedicated global experts provide responsive support services when something isn’t running quite right. Whether it’s a question on how to perform a task or an issue impacting system performance, we are your guide to return to smooth operations.

Who We Are

An Experienced Team with a Collaborative Approach

At WorkForce Software, we recognise that delivering on-time and accurate pay is critical to your organisation. With each support case, our goal is to provide a rapid resolution. For complex issues, such as integration concerns, we leverage the strength of our multidisciplinary teams, routing your case to specialised teams. With us, you can be assured of comprehensive and responsive support as we work to resolve your support ticket.

Customer-Centric Response

With your need for precise, timely pay at the forefront, we route cases appropriately to ensure priority cases receive the fastest response.

Expert Support Team

Each team member, with an average of 10 years of IT experience, is committed to applying their expertise to resolve your issues effectively.

Tailored Training

Our highly trained Support Analysts are equipped to respond to your specific needs and solution questions to provide the best recommendations.

Commitment to Excellence

With a continuous learning approach, our team stays on top of the latest developments in our solutions, ensuring you receive the most accurate resolution.

Collaborative Solutions

For the more intricate challenges, such as integration issues, we access support, technology and cloud resources, as needed, to rapidly identify and provide a resolution.

Constant Growth

We continuously expand our product understanding, sharpening our skills to support you when you need us most.

Where We Are

Worldwide Support

Our Support Centers are located worldwide, enabling us to provide comprehensive support to global customers with a followthesun model 24x7x365.

Elements of Support

Comprehensive Solutions for Your Unique Needs

Product Inquiries

We are ready to address any questions you have about our products and their functionality.

Report Troubleshooting

If you encounter any difficulties in generating reports, our expert team is on hand to resolve these issues, enabling you to access valuable insights for your decision-making process.

Integration Support

Should you experience challenges or have questions or integrating with WorkForce applications, our team is ready with guidance and recommendations or immediate support.

Performance Resolution

We take immediate action to partner with you to diagnose and remediate performance issues you may encounter.

Record Clarification

If you have any concerns or discrepancies related to individual employee records, rest assured, we’re committed to providing prompt assistance.

 We offer various support channels and accessible assistance whenever you need it.  

  • Online Customer Support Portal 
  • Self-service access to documentation, knowledgebase, announcements and articles 
  • 24x7x365 phone and email support options 
  • Experienced support professionals with an average of 10 years’ IT experience  

Delivering Tailored Support Offerings Based on Your Organisation’s Needs

We recognise the mission-critical nature of your workforce software capabilities. Our global support team is always ready and available to provide prompt assistance when you have questions or things aren’t running as expected. To meet the diverse support needs of our customers, we offer several support packages with the capabilities to address your support requirements and match your needs.

Standard Support

M-F Business Hours Shared Service

For “simple” single region customers with big implementation.

Value:

  • Standard support terms and conditions
  • M-F business hours support
  • Shared service across all customers

Select Support

Technical Account Manager (TAM)

For single region complex customers who need a tailored approach and higher touch.

Value:

  • Named Technical Account Manager
  • Reduced resolution targets
  • Premium Support phone line
  • Monthly review meetings
  • Increased Uptime SLA

Signature Support

TAM 24x5x260

 

Improved SLAs and Uptime

Custom Contract Language

For global business with operations in two or more regions, multi-phase implementations with high complexity, ongoing changes and growth, pushing the edges of our products or partner-led implementations where the customer wants/needs ongoing WorkForce Software partnership.

Value:

  • Named TAM with Global TAM Team Coverage 24×5
  • Custom contract language around incident response and resolution
  • Yearly on-site visit with TAM and support leadership
  • Solution health check
  • Weekly system support review meetings
  • Tailored approach and collaborated measurements
  • Optional language support

We Are Here When You Need Us With 24×7 Support

With 24x7x365 assistance, WorkForce Software offers standard and tailored support packages, designed around your needs.