Easy Employer Support Desk | Overview, Inclusions & Exclusions, Ticketing Process

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

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 9am–5pm AEST, Monday–Friday.
    • 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.
      Submit support request screenshot
  • 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:

All-In-One Kiosk:

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 Priority

  • Ticket priorities (as per the support form):
    • CRITICAL: Easy Employer production is down
    • MAJOR: Part of EE production is down, or pay run processing issue
    • MODERATE: Major impact with no workaround, or UAT down
    • LIMITED: Minor impact, questions, or login issues
  • Accurately selecting priority helps ensure timely action on your ticket.

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

  • 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.
    Home Announcements highlight

Outages and Downtime

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.
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