Our regular HRWize Support Desk Business Hours are 9am to 4pm Monday through Friday via email (excluding Quebec and Federal statutory holidays). Should you have any requests or emergencies outside of the mentioned hours please send them to support@hrwize.com with a detailed explanation of your request.
It is imperative you send your ticket to the main support desk as there will be a team member monitoring who can escalate to the right individuals IF and WHEN required.
Ticket Priority Description
S1 - High Priority
First Response: 1 hour – Resolution: 1 business day
- System not available
- Large number of users are impacted and can’t work in the system
- Integrity of data affected
S2 - Average Priority
First Response: 4 hours – Resolution: 2 business days (during regular operating hours)
- System available however partial loss or deterioration of the application (during the hours when this service/product must be available)
- Large number of users experiencing intermittent or reduced system functionality; adequate workaround may exist
- High visibility or impact to users
S3 - Low Priority
First response: 24 hours – Resolution: 5 business days, where custom development is not required (during regular operating hours)
- Minor impact for the customer, on user or a small group of users is affected
- Non-critical component (application, service, function or procedure) unusable or hard to use having an operational impact, but with no direct impact on services availability
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