Specialist System Support
Our specialist HR payroll system support is here to help you whenever you need it
Do you need guidance or support for your HR and payroll system?
Whether you need support configuring absence scheme rules, technical changes or are seeking expert guidance on best practice, our system specialists are here to help.
Our support services are designed to give you a helping hand when you need it, so you can get the most out of your integrated HR and payroll systems.
Available 24/7 through Service Cloud, in 15-minute bursts through MHR Assist or via raising telephone through Service Desk, we’re on hand to help when you need us.
Our HR and payroll software support services give you:
-
Support and training on our HR and payroll systems and platforms
-
Specialist assistance to help you complete HR and payroll projects
-
Improved system knowledge, whenever you need it
-
Advice on when to upgrade your integrated HR and payroll systems
-
Expert knowledge so you can get the most out of your HR payroll software
-
Helpful resources that you can access 24/7
-
Peace of mind for you and your team, so you can focus on the rest
About MHR customer support services
Our human resource and payroll software systems receive regular updates and releases, ensuring you have the latest tools to help manage your people. So, when you need an extra pair of hands to maintain or update your system, our team of specialists are happy to help.
Advice
Whether you need advice on automating your HR or payroll systems, we can help you through our customer support services, MHR Assist, Service Desk or Service Cloud.
Technical support
Service Desk, our technical helpline is open Monday to Friday, 9am–5pm. You can also find product guides and knowledge articles within Service Cloud to help you better utilise the functionality within your system.
Configurations
Our team can help set up and change workflows, user calculations or absence and pension schemes, allowing you to configure your platform according to your organisation's specific needs.
Training
Keep your teams up-to-date with the latest system updates through remote training courses, to ensure you get the most out of your system.
Get in touch for a no obligation quote
MHR Assist
Is project demand high and resources limited? Or do you lack the specific knowledge required to maintain your platform? MHR Assist can help.
Our team provides support and training when you need it in as little as 15-minute bursts – helping you with expert guidance, configuration and technical changes to help you get the most out of your system.
Service cloud and desk
Our team of product and legislation specialists will help you become true experts on our products by providing information and insights through Service Cloud, our 24/7 online customer portal. You can also create support cases online and access a wealth of additional resources such as product guides and knowledge articles.
Alternatively, speak to our specialists through the Service Desk, available Monday to Friday, 9am-5pm.
Human resources payroll software support FAQs
- Log onto Service Cloud
- Select the ‘Cases’ tab at the top of the page
- Select ‘New Case’
- Select appropriate options using the ‘Product/Service’ and ‘Reason’ drop down fields. This will direct your query to the right team, eg for MHR Assist, select ‘MHR Assist’
- Complete the rest of the fields
- Click the submit button
All defects are published on Service Cloud. Individual defect records can be viewed by accessing the defect section at the top of the page or by searching using the defect reference number. Within the defect record, the ‘planned resolution’ section will detail when it will be resolved.
You can buy blocks of either 10, 30, 60, 120, or 180 hours with a 10-hour bolt-on available, which means you can buy a block of 60 and add an extra 10 hours.
Please download the Service Desk Support guide from Service Cloud. As well as other useful information, this contains up-to-date escalation contact details for defects that can be used to relay concerns.
We ask that you use all your service hours within 12 months of date of purchase..
If you use all your hours, no problem, you can just add more by speaking to your Account Manager or Account Director.
The minimum session length is 15 minutes and there is no maximum time.
Call the Service Desk on 0844 800 9278 or 0344 800 9278 to discuss this with the application specialist who owns your case.
Select ‘Further Assistance Needed’ on the case in question. Update the case with details of further help required. This will notify the application specialist owning your case to review your feedback and contact you to outline the next steps.