This guide explains the Easy Employer Support Desk process, partner support, support inclusions/exclusions, ticketing, hardware support, and how to get help for API integrations and product outages.
Contents
- The Easy Employer Support Desk
- Partner Provided Support
- The Ticketing Process
- Support to Client Organisation Employees
- Support for API Integrations
- Product Outages, Updates & Notifications
- Related Articles
Related Articles
- Support | Submit & Manage Support Requests
- How to Capture Screenshots and Screen Recordings for Support Requests
1) The Easy Employer Support Desk
The Easy Employer Support Desk provides support for employer/organisation clients using Easy Employer (EE). Before contacting the Support Desk, please refer to the Help Centre, your organisation’s product champions, and any custom resources/process documentation provided during your implementation.
Tip: If your organisation experiences turnover of key staff who drive EE usage, notify the Support Desk so we can identify requirements for additional or refresher training.
There may be times when the Support Desk is under load. We appreciate your patience while tickets are actioned in priority order. We are constantly improving Support Desk resourcing, which may sometimes involve training new team members.
Support Hours of Operation
- Support is available Monday to Friday, 9:00 am – 5:00 pm AET (Sydney/Melbourne time)
- Support is closed Australia wide public holidays
- Support requests can be lodged at any time but will be processed during core hours.
- Emergency "out of hours" support is available via 1300 855 642.
- Critical requests will be triaged by the support team; if not deemed urgent, they will be addressed at the next available opportunity.
The Support Process
- Lodge issues or requests via the online support form.
- The support form is the fastest way to get help.
- The support form is the fastest way to get help.
- Live chat is available via the Help button on the support website.
- Phone support: 1300 855 642. The support officer may not resolve your issue on the call, but will collect information for escalation and ticket creation.
Support Inclusions
Ordinary/included support covers issues or queries related to your EE implementation, configuration, and trained features.
- Support on the product as it was configured, set up, and trained during implementation.
- Support for topics not covered in initial training or where extra guidance is required.
Support Exclusions
The following scenarios are not covered by ordinary/included support:
- Training: The Support Desk does not provide user training. If your use of support is deemed to require extra training, this will be billable.
- Knowledge base: The Support Desk does not document or understand your unique usage of EE. Internal documentation is the client’s responsibility.
- Account modifications: Support cannot perform certain changes or modifications to your EE account that you can perform yourself (e.g., pay rate updates). For changes that must be done by EE specialists, these may incur charges.
- Pay rate advice: The Support team does not provide advice on payroll or award interpretation.
- Integration & Custom Development: Support for integration, API, or custom dev after implementation is billable.
- Excessive/unreasonable use: Excessive or unreasonable support requests may be billed.
NOTE: Additional effort outside standard support or the agreed scope will be charged at Easy Employer's daily rate.
Hardware Support
Hardware purchased from EE is supported under these conditions:
- Within manufacturer warranty period
- Used in accordance with care instructions
- Subject to reasonable use
Out-of-warranty or mistreated equipment is not supported. Repair is at the client’s cost.
USB Fingerprint Scanner:
- Keep the scanner clean and free from debris or chemicals.
- Foggy/scratched lenses are not covered under warranty.
- Care instructions | Cleaning instructions
All-In-One Kiosk:
- Must meet networking requirements
- Fingerprint module care as above.
2) Partner Provided Support
If your organisation is serviced by a partner, contact your partner organisation for support first. If they can’t resolve your issue, it will be escalated to Easy Employer.
- Clients contact partner by their chosen method (phone/email/chat)
- Partner assists or escalates as needed
- Partner keeps client updated
If a partner-serviced client contacts EE directly, their ticket will be closed and they’ll be referred to their partner.
3) The Ticketing Process
Information Gathering
- Provide as much info as possible: what went wrong, screenshots, steps taken, error messages, affected users, and dates.
- Further questions may be asked to replicate, resolve, or escalate your issue.
- Respond promptly to help us resolve your ticket quickly.
Reporting Issue(s)
- Report each issue in a separate ticket. Do not combine multiple issues into one request.
Triaging and Vetting
- Tickets are triaged by support level to ensure efficient resolution and escalation where necessary.
- Do not email support staff or specialists directly; always use the ticketing process to ensure tracking and resolution.
Determining Business impact and priority
When you contact Easy Employer Support, your request is assigned a priority based on how much it impacts your organisation’s ability to operate.
If you are submitting a request via the support ticket form, you can select the business impact.
If you are submitting a request via email, please ensure you include the business impact in the subject line.
For example, if this is a MAJOR priority, your subject should read:
MAJOR – Pay run cannot be completed
CRITICAL - Easy Employer is down and we cannot access it.Â
đź”´ CRITICAL
Easy Employer production is unavailable
Use this priority when Easy Employer is completely inaccessible and work cannot continue.
Examples:
You cannot access the Easy Employer website at all
All users are unable to log in
The system displays errors or will not load
Rosters, timesheets, payroll, and reports are all unavailable
A widespread outage affecting your entire organisation
👉 This priority is reserved for full system outages.
đźź MAJOR
Key functions are unavailable or a payroll process is impacted
Use this priority when Easy Employer is accessible or partly accessible but critical tasks cannot be completed.
Examples:
You cannot run or finalise payroll reports
Timesheets cannot be approved or processed
Shifts cannot be created, edited, or published
Payroll export files cannot be generated
Staff cannot clock in or out across multiple sites
Reports required for payroll are not working
Data is not saving when changes are made
Integration with your payroll or rostering system has stopped working
Performance is so slow that work cannot reasonably continue
👉 This priority should be used when important business operations are blocked.
🟡 MODERATE
Significant issue with no workaround, or test environment unavailable
Use this priority when an important feature is not working, but day-to-day operations can still continue.
Examples:
Your UAT or Sandbox environment is unavailable
A specific page or feature is not working
Errors affect only some users or locations
Certain reports are not producing results
Notifications or emails are not being sent
The mobile app feature is not working but the web system is
You are experiencing intermittent errors
Performance is slower than usual but tasks can still be completed
👉 This priority applies to issues that are disruptive but not business-stopping.
🟢 LIMITED
Minor issues, questions, or individual access problems
Use this priority for general assistance, low-impact issues, or requests for guidance.
Examples:
A single user cannot log in
Password reset or account access assistance
“How do I…” questions
Configuration or setup help
Clarification of reports or calculations
Minor display or formatting issues
Assistance with using a feature
Training or best-practice questions
Feature requests or suggestions
Issues affecting only one record or employee
Browser or device-specific problems with a workaround
👉 This is the most common priority for routine support requests.
Â
Communication
- You’ll receive a ticket number and updates via email. Tickets can also be viewed in the ticketing system.
Employers: Managing Your Organisation’s Tickets
For a guide on managing your organisation’s tickets, see here.
- How to submit a ticket and set priority
- How to follow sections of the help desk for updates
- See tickets assigned to you, CC’d, or submitted by your organisation
4) Support to Client Organisation Employees
Support for an organisation’s employees is limited to:
- Password resets/assistance
- Login issues
- Mobile app issues
All other queries should be addressed internally. Only organisation advocates may lodge a ticket with EE Support on behalf of employees.
5) Support for API Integrations
- Refer to: API Integration Troubleshooting: What to Send (and What Not to Send) – Easy Employer Support Centre
- Accessing EE via API is at your own risk; you are responsible for data integrity.
- Work to remedy issues caused by API use is billable at an hourly rate.
6) Product Outages, Updates & Notifications
Updates
- Announcements are posted in the EE "Announcements" section on the Home page.
Outages and Downtime
- Outages and downtime are posted to a subscribe-able Help Centre page.
Major Incidents
- Communicated via Announcements, status page, and/or direct client emails.
Data Breach Response Plan
- Our Data Breach Response Plan can be found here.
Privacy Statement
- Our Privacy Statement can be found here.