easyemployer Support - Overview

This article includes the following topics:

  • The easyemployer Support Desk
  • Partner Provided Support
  • The Ticketing Process
  •  Product Outages, Updates, etc

 

Our easyemployer Support Desk's goal is to service the employer/organisation clients that use easyemployer and/or Payroll Guru.

Our Support Desk is intended to be a supplementary service and it is up to each organisation to utilise the easyemployer help centre, product champions that are present in the organisation and other provided resources that we will provide as part of the training given during project implementation. Clients should utilise these resources to build a custom resource / process documentation, that details your specific use of easyemployer. This will be particularly imperative if clients have a turnover of key staff within their organisation.

*** NOTE *** If a client does experience turnover of key staff within their organisation with, especially staff that utilise or drive the use of easyemployer, please advise the Support desk so that we can identify any requirements for additional / refresher training.

There may be times when the Support Desk is under load and we appreciate client's patience whilst we attend to tickets in a prioritised fashion. We are constantly improving the resourcing of our Support Desk and this will sometimes involve training new team members and we appreciate clients patience whilst we expand the knowledge base of our Support Desk. 
 

 

THE easyemployer SUPPORT DESK

It is up to each organisation to utilise the easyemployer help centre, any product champions that are present in the organisation, and / or other provided resources (that we provide as part of the training given during project implementation) BEFORE they contact our support desk.

Support process:

  • Any issues, requests for help etc should be lodged with our Support Desk via the online support form:
    • The support form is the BEST WAY to get an issue actioned in a timely fashion.

  • Alternatively, there is a chat option that can be utilised. The "help" button (bottom left hand side in easyemployer) can be selected and a chat window will present itself.

  • Alternatively, there is also a phone line that clients can call: 1300 855 642.
    • When clients call the support desk you will talk to one of many of our support officers.
    • It is not guaranteed that the person a client speaks with on the phone will be able to resolve the issue on that call.
    • The main aim of the support officer, if they cannot resolve an issue on the spot, is to get as much information from the client in order to escalate the issue.
    • A ticket will be created with the information the client provides.

Support times

  • The support desk runs from 9am AEST to 5pm AEST from Monday - Friday.
    • Support requests can be lodged at any time but will be looked at during those core hours.

  • There is emergency "out of hours" support that can be enacted through calling up the support line on 1300 855 642. 
    • Just because an issue is lodged as CRITICAL by the client does not mean that it will be triaged as "CRITICAL". If the matter is not considered urgent the ticket will be addressed at the next available opportunity

Support inclusions:

  • Ordinary / included support covers a range of areas whereby the client is experiencing issues utilising easyemployer and/or is making enquiries on certain areas of the product.

  • Ordinary / included support services would NOT COVER the following scenarios:

    • Training: our Support Desk's purpose is not to train users of easyemployer. If it's deemed that a user or an organisation is using the support desk in a way that would suggest that additional training or refresher training is required we will bring this to the attention of the client

    • Account modifications: our Support Desk and the officers within it are not permitted to make certain modifications or change data within your easyemployer account. These modifications / changes would be considered those that the client can make themselves.
      • If a client does not want to make those changes themselves this becomes a paid service that needs to be quoted and permission given in writing to easyemployer to make those changes.
      • There may be certain changes to an easyemployer account that need to be made by specialists within the Support team for reasons involving data integrity. In these cases the client will be notified and made aware of any charges involved.

    • Pay rate determinations: our Support team do not give advice on how you should be paying your staff or how you should be interpreting your industry award. easyemployer is a tool and can/should be used by the employer to remain compliant with Fairwork and other such legislation.
      • easyemployer will alert clients to major industry award updates as a courtesy - but employers should be seeking advice from their industry association with regards to any changes required - and making those required changes within their easyemployer account.
    • "Excessive or unreasonable use" scenarios: if a client's issue/s are extensive enough that it would be considered “excessive use” or whereby assistance being given is considered to "unreasonably" covering off on ground that "already provided training" has covered, we will need to consider whether the service we provide should be quoted and invoiced. 


PARTNER PROVIDED SUPPORT

In cases where a client is being serviced by one of our partners - that client will be required to approach their "partner organisation" in the first instance for support. If the partner is unable to resolve the issue - they will escalate to an easyemployer specialist.  

Process

  • client contacts partner organisation via phone / email / chat etc (each partner determines what the contact options are)
  • partner assists the client and closes off the issue
    OR
  • partner is unable to assist the client and escalates the matter to easyemployer
  • partner keeps the client up to date with the progress of thier issue


*** NOTE ***

If a client comes directly to easyemployer via email to lodge an issue the ticket will be closed and the client will be referred to the partner organisation.

If a client comes directly to easyemployer via phone or chat they will be referred back to their client organisation as soon as it becomes apparent that the client is serviced by a partner.


THE TICKETING PROCESS


Information gathering

  • The more information a client gives whilst creating a ticket the better. Please bear in mind we often have to try to REPLICATE an issue and as such we need the information to try to take the same actions that that caused the issue!
    • What went wrong. If possible, including screenshot/s of what the client is seeing.
    • What was the client doing when it went wrong. Detail the steps that were taken that resulted in the error.
    • What did the error say? If possible, a screenshot of the error message.
    • Examples of issues, names of employees in question, payroll / roster / timesheet details/ dates etc

  • Often we will need to ask further questions around a ticketed item. This is to get as much information as possible in order to replicate, resolve or escalate an issue:
    • If we cannot replicate the error we often cannot solve it, we also need a certain amount of info to escalate your issue - so bear with us whilst we gather as much info as possible to replicate your issue.

  • The quicker a client gets back to us with necessary info the quicker we can resolve an issue.

Reporting Issue/s

  • If you need to report multiple issues, you need to send a separate email / lodge a seperate ticket for each item. Our support desk does not accept tickets with multiple issues reported in one thread.
  • If during a ticket you have another issue to report, you need to send a separate email / create a seperate ticket for that new item. Do not add that new item to the existing ticket - or it may get lost tracked of and not addressed.

 

Triaging / Vetting

  • The Support Desk is triaged into levels to ensure issues/queries are dealt with in an appropriate manner and to ensure that our Support staff are utlised in a way that facilitates the best outcomes for our entire client base:

    • Tickets will be routed initially to staff members that can provide more generalised support, and in cases where they cannot resolve the issue they are trained to collect the necessary information that enables the issue to be escalated to the appropriate specialist.

    • Just because a specialist has resolved a previous issue for a client does not mean that a client's next ticket/issue will go to that same specialist. Emailing a specialist or any support team member specifically with an issue will result in an issue not being logged or tracked. You must follow the correct process and get a ticket number back for an item to be actioned.

Priority

  • Tickets are prioritised according to business impact. There are four categories that a client can set when you submit your request to our Help Desk via the support form.
    • CRITICAL - easyemployer is down.
    • MAJOR - Part of easyemployer is down, or you are trying to process a payrun on that same day and you are experiencing issues in easyemployer / payroll guru
    • MODERATE - easyemployer is not functioning correctly and it is seriously impacting your day-to-day operations - and there is no workaround. 
    • LIMITED - easyemployer is not functioning correctly and it is impacting your day-to-day operations BUT there is a workaround.  Or... you have a question about easyemployer.

  • If clients follow the support system best practices then they will be able to define business impact through the support form, and submit a ticket that has the best chance of being able to be actioned in a timely fashion

 

Communication

  • Any one lodging an issue via the Support desk will be allocated a ticket number, and get updates via that ticket where appropriate. This includes being notified when the ticket is closed and the issue is resolved.

  • Users are able to view their ticket through our ticketing system and/or view updates via email notifications when the ticket is updated.

 

SUPPORT TO CLIENT ORGANISATION EMPLOYEES:


The scope of support for an organisation's end users is limited to these topics:

    • Password resets / assistance.
    • Issues logging on to easyemployer.
    • Mobile app issues / problems.
    • Adding to multiple organisations.

Any query other than that, the message back to your staff needs to be that they should be speaking to their supervisor/manager, who will need to address the issue internally for resolution by the easyemployer advocate - and if they cannot help then a ticket can be lodged with the Support desk.

 

PRODUCT OUTAGES, UPDATES etc

Updates

  • Clients are notified of updates / enhancements / feature additions etc to easyemployer via a Release Guide that is posted in the easyemployer “Announcements” section. (easyemployer system home page)



Outages / downtimes

Major incidents

  • major incidents are communicated via the easyemployer "Announcements" section, the subscribe-able Help Centre page and/or emails to individually affected clients.

Data Breach Response Plan

  • Our DBRP can be found here.

Privacy Statement

  • Our Privacy Statement can be found here.

 

 

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