Pay Cat Support Policy
Pay Cat provides Support Services for Purchased Offerings being:
This Software Support Policy (“Support Policy”) describes the policies and procedures under which Hunter Madison Holdings Pty Ltd (“Pay Cat”) provides technical support (“Support”) for its customers who have purchased a licence to any of the above Purchased Offerings.
Support is provided for the Software pursuant to the separate Agreement Terms and Statement of Work under which Customer has purchased Support and the terms of this Support Policy.
Support is only provided through certain channels. These are currently:
We do not provide support through any other channels other than those listed above. The list of exclusions include but are not limited to:
If you use a channel not listed above, we will notify you. If you repeatedly use incorrect channels to offer support you may, at the discretion of Pay Cat, be blacklisted from receiving any support.
Each request for help that comes from an appropriate channel is turned into a ticket and is ‘triaged’. This means the ticket is assessed for prioritisation. Due to the unique nature of payroll, prioritisation is related to your pay schedule rather than the size of client or the subject.
If the ticket is received on the same day that a pay run is typically finalised, the prioritisation will automatically be set to ‘high’. All other tickets will be assigned a priority based on how time sensitive and wide reaching they are.
Pay Cat uses a prioritisation approach to how we set a support queue, therefore we do not offer any Service Level Agreements for first response times or resolution times. While unique to the payroll industry, we believe the prioritisation approach ensures clients get the optimum outcome.
If you have a critical ticket, you may need the ticket to be escalated to your Customer Success Manager after initially raising the issue. The ticket must meet the following criteria:
Privacy is important, particularly when it comes to sensitive payroll information. As a result, we will only provide support to the following users
Our workflow includes a check to ensure that the person making the request meets the definition above prior to providing sensitive information.
We will not offer any support to those outside of the list above. To clarify; we will not accept support requests from employee only access users or restricted access users.
You will not represent yourself as anyone other than the system level access you've been granted.
The changes we will make on your behalf depend on the service being provided and the current stage of your setup - namely, whether you’ve completed your first ‘Go Live’ pay run.
If you expressly ask support to make changes on your behalf, you take full responsibility for reviewing, testing and adopting the changes made prior to making a payroll calculation.
While we appreciate the importance of time and attendance and payroll as a business function, it is required that customers deal with Pay Cat Support Staff respectfully when communicating.
Examples of a breach of customer support conduct may include:
If you breach any area of the support policy, you will be notified by Pay Cat. If it is considered a serious or repeated breach of policy, Pay Cat, at their discretion, will blacklist a user from receiving support either temporarily or permanently based on severity.
Operative Date: 1 August 2023
Last Updated: 20 July 2023