P1 payroll-blocking incident
Enterprise or paid Response Time customers: 15-minute acknowledgement during the agreed payroll window, with a 2-hour intervention target.
Support terms that match real staffing and escalation.
Support tiers, payroll-window escalation, onboarding help, training, and implementation support options.
Support tiers
No public copy should promise 24/7 month-end support unless the rota, monitoring, and process are staffed.
P2 degraded operation
Payroll, billing, or attendance degradation: 4 business hours.
P3 standard support
General product support: 1 business day.
P4 advisory or configuration
Configuration, training, and advisory requests: 3 business days unless scoped otherwise.
Implementation support
Training, migration, custom integration, and dedicated account management are scoped where they are not included in the selected plan or add-on.