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enableHR Client Services - Technical Support

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enableHR has a broad community of users that require varying levels of technical support. To ensure our user community remains well supported, we manage a support desk from our resources in Australia and New Zealand.   Our Tier 1 support utilises off-shore resources working Australian hours.  

This support desk ensures that our clients are deriving maximum value from the enableHR product.

The Support Team is supplemented with our Onboarding and Training Specialists who can provide demonstrations and information on enableHR's capabilities.


Standard Service Offering

enableHR undertakes to provide the following service offering to our clients:

  • availability of technical support to clients within support hours (see below);

  • enableHR endeavours to respond to a technical support request within 4 business hours or otherwise within 24 hours of receipt of the request (Monday - Friday);

  • Depending on the nature and complexity of the query, tickets are classified to be either a Tier 1, Tier 2 or Tier 3 issue which have the respective target resolutions:

    • Tier 1 Ticket - Target resolution is 4 hours - This type of ticket is a question-and-answer type of query that can easily be resolved;

    • Tier 2 Ticket - Target resolution is 1 business day - This type of ticket requires the agent to troubleshoot and replicate the issue in order to identify the potential cause and implement the solution.  These tickets therefore have longer resolution times;

    • Tier 3 Ticket - Resolution time depends on the level of complexity - This type of ticket has been escalated by your agent to enableHR's Development team for resolution.  The target resolution times depend on the complexity of the ticket and our agents will keep you updated on estimated ETAs as to when the ticket will be resolved;

  • enableHR empowers our clients with an online technical support platform, enableHR's Knowledge Base (https://support.enablehr.com/hc/en-us), which is a suite of support and guidance tools for clients to refer to should they require step-by-step instructions regarding any aspect of enableHR.


Lodging Tickets with Client Support

To get the most out of your support enquiry and to ensure it is resolved as quickly as possible, please review the following article for tips and tricks:  How to get the most out of your technical support enquiry?


Live Ticket Summary

All users can access a live summary of all tickets submitted to the Client Support team via our Knowledge Base.

Instructions on how to access live ticket data is here:  How can I view tickets submitted to Client Support?

Client Support Contact Details

Email: support@enablehr.com 

Australia:

Support Hours: 8:30 am to 5:30 pm Monday to Friday AEST

Contact Number: 1300 453 514

New Zealand: 

Support Hours: 08:30 am to 17:00 pm Monday to Friday NZST

Contact Number: 0800 2 ENABLE (0800 2362 253)

 

 

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