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Support Process

Owned by Jessie Du
Last updated: Jan 24, 2024 by Jasmin Mortensen
4 min read

Overview

As a Datapay client there is support available to you when you run into a system issue or simply get stuck and need some advice. Information on our how our support service operates and how to use it can be found below.

Reference Information

Contacting Support

Contact information is dependent on which product you are seeking support for, as well as the country your company operates in / pays employees in.
e.g. if your payroll team is based in New Zealand, but you are paying employees in Australia via a company set up in our Australia environment, you will need to contact the Australia Support Team.

For most queries email is our preferred support method. Email allows us to triage queries and respond in order of urgency.

Datapay Australia

Within AU: 1800 048 006
From Overseas: +61 280379971
Email: DataPaySupportTeam@datacom.com.au

 

Datapay New Zealand

Within NZ: 0800 856 856
From Overseas: +64 9 217 0118
Email: DataPaySupportTeam@datacom.co.nz

 

Support Process

When a query is emailed through to the support mailbox a senior member of the team will triage the issue and assign a Case Priority and a Requested Resolution Date.

Case Priority

  • Options are P1, P2 or P3

  • Identifies the type of case (critical, payroll processing, misc.) more than the urgency

  • Used in conjunction with RRD to prioritise cases for consultants to pick up

Requested Resolution Date (RRD)

  • An indication of when we are aiming to resolve the case by

  • Used in conjunction with Case Priority to prioritise cases for consultants to pick up

  • A P3 case can have a shorter RRD than a P2 case depending on urgency

 

Once your case has been picked up by a consultant, at some point you will receive an email from them either advising a resolution / answer to your query or asking for more information.
At the bottom of this email will be a case tracking number. Our CRM software uses this to automatically assign your reply back to the same case - as such it is important not to remove this number.

Each new email (or Forward of the original email) received converts into a new and separate case, which creates additional work for the team to track them down, untangle and merge into a single case in our system. Time that would be otherwise have been spent investigating the problem.

If required by the case, our consultants may need to assign it to the engineering team for further investigation. They in turn may require more information from you, which will be asked through your consultant as the engineering team are not client facing.

Once the query has been resolved your consultant will close the case in our CRM software. If the issue returns please reply back via the same email thread, rather than sending a new email / creating a new case. This will reactivate the same case with all the history and notify the consultant.

Please try to only send through one query per email where possible. Combining multiple unrelated queries into a single email makes resolving these complicated. If you have multiple separate queries please send through multiple emails to the team - one for each issue.

Case Priority Definitions

Queries that are received by the Support Team are logged as Cases within our CRM system.

Each case is assigned a Priority

P1 - Critical Issues

Cases are only designated as P1 when they are preventing a pay run from banking that day. These cases are treated extremely seriously and are immediately assigned to a consultant and engineering resource, as well as notifications to team management being sent out.

We typically restrict P1 cases to situations where:

  • 10% or more employees can not be paid through the pay run, or

  • 10% or more employees would be paid incorrectly

P1 cases are serious issues and are typically rare, making up less than 5% of all cases.

Examples of a P1 case could be:

  • The main timesheet for a pay run has failed and the DC date is today / tomorrow

  • PAYG / tax related calculations are incorrect for > 10% employees

  • ESS / DA timesheets are not able to be processed and the DC date is today / tomorrow

  • Payroll team receives a Datapay exception error when attempting to finalise the pay run

The expected resolution timeframe for a P1 case is within the same business day.

 

P2 - Payroll Processing

Cases that relate to payroll processing but do not meet the strict criteria for a P1 case are designated as P2. These cases are typically time sensitive and may still affect the ability to pay an employee or pay them accurately, but would not prevent the rest of the pay run being paid.

Examples of a P2 case could be:

  • PAYG calculation incorrect for a small number of employees

  • An incomplete (red) pay packet

  • Component changes

  • Inability to create a new employee

The typical resolution timeframe for a P2 case is between 1 - 5 business days.

 

P3 - Miscellaneous

Cases raised as P3 are typically non payroll related, or cases which do not directly impact payroll processing.

Examples of a P3 case could be:

  • General ledger queries

  • Reporting issues / queries

  • File imports (excluding timesheets)

  • Pay run reconciliation requests

The typical resolution timeframe for a P3 case is between 1 - 10 business days.

 

 

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