Help & Support

Humanforce Support is here to help you get the most out of your Humanforce investment. Our dedicated team of support engineers ensure your system is up and running smoothly.

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

Included

Standard Support

Get the right answers, right away. All Humanforce customers receive our Standard Support package for peace of mind.
  • Phone & email support
  • Help centre support for answers to hundreds of commonly-asked questions
  • Access to product documentation
Optional upgrade

Enhanced Support

We offer customised Premium and Enterprise Support plans designed for fast-growing or complex businesses needing additional support and greater access to our technical team.
  • 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

Comes with all Humanforce deployments
8.30am - 5.30pm

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

  • Knowledge Base

  • Monthly webinars

  • On-Demand Tutorials

  • Advanced Feature Adoption Webinars

Premium

Optional Upgrade
8.30am - 5.30pm

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

  • Knowledge Base

  • Monthly webinars

  • On-Demand Tutorials

  • Advanced Feature Adoption Webinars

  • Award Support
    See Award Support for details

Enterprise

Optional Upgrade
7.00am - 7.00pm

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 week

  • Knowledge Base

  • Monthly webinars

  • On-Demand Tutorials

  • Advanced Feature Adoption Webinars

  • Award Support
    See Award Support for details

  • Quarterly Support Analytics

  • Proactive Preventative Support

  • Dedicated Senior Technical team
    Monday to Friday 7.00am to 7.00pm

Awards as a service add on

Industry awards only
Fair work award update notifications
Stay industry award compliant
Unlimited award updates
5 business day target resolution
Excludes EBAs/EAs use performance services
For Australian customers only

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