Help & Support
Supporting your success
At Humanforce, optimise your adoption at every step of your journey. We provide Standard Support for all implementations to support your managers and power users during business hours, with timely and responsive resolution.
Support options to suit your business
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Standard Support
Phone & email support- Help centre support for answers to hundreds of commonly-asked questions
- Access to product documentation
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Enhanced Support
- Extended support hours for help when you need it
- Access to a dedicated senior technical team who understand how you use your instance
- Proactive support and monitoring, to prevent issues before they arise
Support packages breakdown
Standard
Response & Resolution
Categories and associated timelines
Urgent (P1)
Phone & email
Response in 30 mins
Resolution in 8 hours
High (P2)
Email
Response in 4 hours
Resolution in 24 hours
Low (P3)
Email
Response in 5 days
Resolution in 4 weeks
24/7 Help Portal
Topical webinars & feature demonstrations
Awards-as-a-Service (add-on)
Enterprise
Response & Resolution
Categories and associated timelines
Urgent (P1)
Phone & email
Response in 15 mins
Resolution in 4 hours
High (P2)
Phone & email
Response in 2 hours
Resolution in 8 hours
Low (P3)
Phone & email
Response in 2 days
Resolution in 1 weeks
24/7 Help Portal
Dedicated Senior Support Engineer
Quarterly analytics upon request
Awards-as-a-Service included
Topical webinars & feature demonstrations
Awards-as-a-service
Details
Australian customers only
Industry awards only
Fair Work Award update notifications
Excludes EBA / EAs Use
Unlimited award updates
(as requested by customer)
Terms
Minimum 12-month subscription
5 business day target resolution
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