Services · Support

Help when you need it, during and after go-live

Support covers questions about using the platform, help with configuration and assistance during implementation. The arrangements for each customer are agreed with them.

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What this covers

Activities in this service

  • Platform Support
  • Implementation Support
  • Technical Assistance
  • Configuration Assistance
  • Product Training

How it runs

Typical stages

  1. 1
    AskRaise a question.
  2. 2
    DiagnoseWe look into it.
  3. 3
    ResolveA fix or an explanation.
  4. 4
    LearnImprove your setup.

Support tiers

Standard, Priority, Dedicated

What each tier covers. Channels, hours and response targets are set out in your agreement.

Support tiers
TierWhat it is meant to coverChannelsHoursResponse target
Standard
  • Questions about using the platform
  • Help with configuration
  • Fixes for faults in the product
Defined in your agreementDefined in your agreementDefined in your agreement
Priority
  • Everything in Standard
  • A named contact
  • Faster routing of urgent payroll-period issues
Defined in your agreementDefined in your agreementDefined in your agreement
Dedicated
  • Everything in Priority
  • Scheduled reviews
  • Support arrangements shaped to a larger or multi-site company
Defined in your agreementDefined in your agreementDefined in your agreement

Related

Related product areas

HRMS Implementation

Set up AiHxM around your organisation.

Learn more

Training

Training for HR, payroll, managers and employees.

Learn more

Configuration Center

Configure AiHxM around the way your business works.

Learn more

Talk to us about this service

Tell us about your organisation and what you want to achieve.

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