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How The Tempus Payroll Support Desk Work

The Tempus Support Desk

The Tempus Support Desk's goal is the service the employer/organisation clients that use Tempus Payroll.

Our Support Desk is intended to be a supplementary service, and it is up to each organisation to utilise the Tempus Payroll Help Centre, designated product/payroll champions in the organisation, and other resourced provided as part of training given during implementation, before contacting our support desk.

Clients should utilise these resources to build a custom resource / process documentation, that details your specific usage of Tempus Payroll. This will be particularly imperative if clients have a turnover of key staff within their organisation.

⚠️ NOTE: If a client's organisation experiences turnover of key staff, especially those who utilise or drive the use of Tempus Payroll, please advise the Support Desk so that we can identify any requirements for additional / refresher training.

 

Support Desk Hours of Operation

  • The support desk operates from 9am NZST to 5pm NZST from Monday - Friday.
    • Support requests can be lodged at any time but will be looked at during those operating hours.
    • The support desk does not operate on public holidays.
  • There is emergency "out of hours" support that can be enacted through calling up the support line on 03 930 6632.
    • 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.

 

The Support Process

Any issues, requests for help etc. should be lodged with our Support Desk via the online support form. The support form (https://support.payrollbytempus.com/hc/en-nz/requests/new) is the best way to get an issue actioned in a timely fashion.

The link for the form can be always found on the Tempus Payroll Support website:

Alternatively, you can:

  • send us an email at support@payrollbytempus.com
  • call our support desk on 03 930 6632.
    • Calling the support desk you put you through to one 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 office (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.
  • Anyone 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.

 

Reporting Issues & Determining Priority

  • If you need to report multiple issues, you need to send a separate email / lodge a separate 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 separate ticket for that new item. Do not add that new item to the existing ticket, it may not be tracked and could be at risk of not being addressed.

Tickets are prioritised according to business impact. There are four categories that a client can set when you submit your request to our Support Desk via the support form.

  • CRITICAL - Tempus Payroll (production) is down.
  • MAJOR - Part of Tempus Payroll (production) is down, or you are trying to complete a pay run on that same day and you are experiencing issues.
  • MODERATE - Tempus Payroll  is not functioning correctly and it is seriously impacting your day-to-day operations - and there is no workaround. Or, your UAT/staging environment is down.
  • LIMITED - Tempus Payroll is not functioning correctly and it is impacting your day-to-day operations BUT there is a workaround; OR, you have a question about Tempus Payroll, the support system, or an existing ticket.

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.

 

Hardware Support

Time clock hardware leased from us for use with Tempus Payroll is supported by us and the manufacturer under these conditions:

  • The equipment has a valid lease agreement and is currently supported by Tempus Payroll.
  • The equipment has been treated in accordance with the instructions on how to care for the equipment.
  • The equipment has been subject to "reasonable" use.

Currently, Tempus Payroll does not support Bring Your Own Device (BYOD) for Timeclock hardware.

 

Accessing Your Tickets/Requests

You can access your tickets by logging in to the Tempus Payroll Support Desk system here:

Once logged in, click your name near the top right and corner, and select Requests.

This will open up a page with your own requests. From here you can click into each request and review / reply as needed.

If you have permission to see your organisation's Support Desk requests, you can toggle the view to show all organisation requests at the top.

⚠️ NOTE: The login for the Tempus Payroll Support Desk system is a SEPARATE login to that of Tempus Payroll (itself). You may use the same username/email to login, however do note these are SEPARATE systems.