Humanforce Customer Support provides technical support to an organisation's registered users of Humanforce Help. Below is a summary of how to effectively access help for Humanforce products.
How to contact Humanforce Customer Support
Before calling for support, please log a ticket through our online portal and have your ticket number ready to provide to the consultant.
Online Portal:
Phone Support:
Australia: +61 2 9434 0500 (Option 1)
New Zealand: 03 962 3999
Singapore: 656 932 7415
United Kingdom: 020 3889 4996
Hours of Operation:
AU & Asia: Monday-Friday, 8:30am to 5:30pm AEST (UTC +10)
(Excludes Sydney Public Holidays)
NZ: Monday-Friday, 9:00am to 5:00pm NZT (UTC +13)
(Excludes NZ Public Holidays)
UK: Monday-Friday, 8:30am to 5:30pm GMT
(Excludes UK Public Holidays)
Information Requirements
When opening a new support request, please provide the following information:
• Summary and Full Details of the reported issue including detailed steps to recreate the issue and employees impacted
• Severity/Impact of issue
• Area of Humanforce affected
• Contact Details
• Site(s) Affected
• Users to be cc'd on any ticket updates
• Attachments including any screen shots of the issue and files affected
Please provide detailed information of the issue you are experiencing - it will allow your ticket to be assigned to an expert who can help in resolving your issue as quickly as possible.
Support Scope
Remote help desk support and product updates are only available for organisations under an active maintenance contract and to users registered with Humanforce on our Help Portal. Onsite Support is not included. Warranty issues for hardware must be reported directly to the manufacturer. Please refer to your Support Maintenance Agreement for full details.
Please note: All support is provided in English only.
How to escalate a Customer Support Ticket
To escalate a Support ticket, you can do so by reaching out to the following Humanforce Contacts:
Head of Customer Support - Simon Travers: simont@humanforce.com
If you need to escalate an existing request please email the support managers at supportmanagers@humanforce.com
Your assigned Account Manager:
| Head Office Region | License Count | Assigned Account Manager |
| NSW, ACT & NZ | >300 emps | Johnny Jurcevic johnnyj@humanforce.com |
| NSW, ACT & NZ | <300 emps |
Ben Berg |
| QLD, NT, WA | >300 emps |
Tamara Pynnonen |
| QLD, NT, WA | <300 emps |
Noble Elaklouk |
| VIC, SA & TAS | >300 emps | Con Rangas conr@humanforce.com |
| VIC, SA & TAS | <300 emps |
Jackson Small |
Head of Account Management: Stephanie Langdon: stephaniel@humanforce.com
Please include your ticket number for any escalation.
Request Prioritisation/Classification and Response Targets
Each production related support request is assessed according to the following severity levels:
Support Ticket (Prioritization = P)
• P1 – Urgent, production system down/payroll cannot be run
• P2 – High, production impacted/ops limited
• P3 – Low, working—non critical, questions/requests
• Support Package Award Change
• Hardware RMA
Support Service Level Objectives
(Response and resolution target times for tickets logged at help.humanforce.com)
| Standard Support | Enterprise Support | |||
| Initial Response | Target Resolution (Total time with Humanforce) | Initial Response | Target Resolution (Total time with Humanforce) | |
| Sev 1 - System Down or Unable to run payroll | 30 mins | 8 business hours | 15 mins | 4 business hours |
| Sev 2 - High number of users unable to perform their normal functions | 4 business hours | 24 business hours | 2 business hours | 12 business hours |
| Sev 3 - Multiple users impacted in their normal functions | 5 business days | 4 weeks | 2 business days | 1 week |
| Sev 4 - Minor loss of application functionality or how-to question | 5 business days | 4 weeks | 2 business days | 1 week |
Support Package Award Change - Award related changes/review under Premium, AaaS and Enterprise Support - Target time with Humanforce: 5 Business Days depending on complexity.
Note: Target resolution times above are not guaranteed and exclude time waiting for customer
and UAT issues.
Complex award changes may exceed 5 Business Days for implementation.
Humanforce reserves the right to up/downgrade the severity of tickets based on our definitions.
See Humanforce agreement for specifics.
Humanforce Severity Definitions
| Severity Level | Definition | WFM and Payroll Examples | intelliHR Examples | Customer Participation in Resolution |
| Severity 1 | A critical error or problem that brings the system to a halt or renders a whole subsystem inoperable. OR A problem experienced on day of live payroll processing that is causing a situation where payroll cannot be run or there are significant issues in pay run result. |
• The Humanforce Web, Mobile or Back Office application is completely down across a majority of the business • Award interpretation is incorrect for multiple employees which needs to be corrected before payroll is exported. Please note Award changes are not covered by your M&S Agreement and will require our Awards as a Service Option. Alternatively, they will be quoted on a T&M basis through your Account Manager. • An error occurring within the payroll export process which is not allowing the file to be generated or exported from Humanforce • Any access level issues which give certain employees unintended visibility of information in the system • There is a high-risk security issue, as determined by Humanforce |
• All intelliHR tenants are unable to be accessed.
• There is a high-risk security issue, as determined by intelliHR. |
You have a dedicated resource available to work with the Humanforce team while the issue is being investigated |
| Severity 2 | A problem that renders a major portion of a system inoperable significantly affecting workflow in critical areas so that other methods must be employed | • Award interpretation issues which were found after the pay-run has been exported from Humanforce, but need to be resolved before the next pay-run to prevent further disruption • Award related P1s which only affect a single or handful of employees & could be manually corrected by the client before export • Award changes which need to be actioned before the next pay-run (Please note Award changes are not covered by your M&S Agreement and will require our Awards as a Service package. Alternatively, they will be quoted on a T&M basis through your Account Manager. • Data integrity or reporting issues which may interrupt the next pay-run. • Integration issues where new employees are not importing or the process is causing duplicate records in Humanforce. • Kiosk or Vein scanner related issues including installations of Humanforce procured devices. • Slowness in multiple functions or screens within the program, or RemoteApp seat issues/disconnections before a pay-run in the next few days. |
• Administrators are not able to access the Pulse feature to schedule tasks to a group of users. |
•Will have resource(s) identified to work with Humanforce, upon request, to support remediation (run debug tools, apply potential fixes/workarounds, etc.). •Timing of response to requested actions commensurate with that provided by Humanforce, unless there is a mutually agreed upon deviation. |
|
Severity 3 / 4 |
A user job that is not causing significant issues or problems in the operation of Humanforce or Back Office. OR Any questions regarding product functionality or documentation, product enhancement requests, Humanforce process queries, or requests for chargeable work to be performed. |
• Clarification on existing elements or new functions of the Humanforce system • Non payroll or clocking issues affecting a subset of users • Clarification around the upgrade process, product release schedule, or queries relating to Humanforce Help articles • Enhancement requests for suggesting changes to existing functionality or new function development • Post-upgrade issues which are not affecting payroll or access to the software • New User Requests for Humanforce Help • Upgrades and Refreshes of Hosted Environments • Installation/configuration of software on BYOD devices • Kiosk RMA's |
• Clarification on existing elements or new functions of the intelliHR system.
• Upgrades and Refreshes of Hosted Environments |
•Will have resource(s) identified to work with Humanforce, upon request, to support remediation (run debug tools, apply potential fixes/workarounds, etc.). •Timing of response to requested actions commensurate with that provided by Humanforce, unless there is a mutually agreed upon deviation. |