More than Just an Install
Our Support Services offer value well beyond the install. Beginning with a dedicated project team in Professional Services who are committed to delivering a perfect solution and continuing with our Enterprise Support Team, your organization is guaranteed to receive the highest level of care in the industry. In addition, TimeClock Plus Support covers a wide range of third-party applications and peripheral technologies to assist all areas of your business – from IT managers needing help with IP restrictions or Single Sign-On for payroll clerks needing custom exports for payroll integration.
Fielded 89,085 help-desk contacts from customers via our phone, chat, and email portals.
Calls into Support experience an average of 45 seconds on hold before reaching a technician.
87% of calls into support were answered by a technician within 150 seconds
Emails are typically answered the same day, and no later than one business day.
Chats are answered immediately, but time-to-resolution can vary depending on volume.
65% of Support cases are resolved in less than 1 hour.
Professional Services spent 112,032 man-hours supporting customer implementations.
600,784 employees were activated in TimeClock Plus v7.
Project teams worked 1,618 customer implementations with an average completion of 16 weeks
How about Resiliency and Security?
TimeClock Plus Support Services include an industry best American Institute of Certified Public Accountants SSAE 18 SOC 2 Type II solution to meet your security and resiliency needs. Both the environment and service undergo annual examination by third-party auditors to ensure adherence to the industry standard Trust Services Principles; Security, Availability, Processing Integrity, Confidentiality, and Privacy. We’ve recognized the ever-expanding need to protect highly sensitive cloud-hosted data and offer 24x7x365 availability and monitoring through our AWS RDS Multi-Availability Zones. Our SOC 2 compliant multi-tenant data centers provide maximum scalability and resiliency while lowering the cost of ownership by transferring enterprise-class monitoring and support to TimeClock Plus.
- Secure SSAE 18 SOC 2 Type II Data Centers
- AWS RDS Multi-Availability Zones
- Auto-Scaling Groups
- Multi-Tenant Architecture
- Daily Managed Backups
- Encrypted and Secured Transmission Sessions
- 24x7x365 Availability and Monitoring
- Regular Penetration Testing
- Intrusion Detection and Prevention Systems
- Regular Vulnerability Scanning
- Incident Tracking and Management
AICPA SOC 2 Compliance
SOC 2 compliance is a component of the American Institute of CPAs (AICPA)'s Service Organization Control reporting platform. Its goal is to make sure that systems are set up so they assure security, availability, processing integrity, confidentiality, and privacy of customer data.
Bestowed on cloud services that fully satisfy the most stringent requirements for data protection, identity verification, service security, business practices, and legal protection.
Privacy Shield Certified
The EU-U.S. and Swiss-U.S. Privacy Shield Frameworks provide companies on both sides of the Atlantic with a mechanism to comply with data protection requirements when transferring personal data from the European Union and Switzerland to the United States in support of transatlantic commerce.
APN Technology Partners
APN Technology Partners provide software solutions that are either hosted on, or integrated with, the AWS platform. APN Technology Partners include Independent Software Vendors (ISVs), SaaS, PaaS, Developer Tools, Management and Security Vendors.
Schedule a TimeClock Plus Consultation
Join a community of more than 60,000 payroll professionals who use TimeClock Plus. Schedule a time for a Solutions Consultant to explain how we can simplify time and attendance for you.
TimeClock Plus Support Services
|Account Management (7am – 7pm M-F CDT)|
|Phone Support (7am – 7pm M-F CDT)|
|Email Support (7am – 7pm M-F CDT)|
|Chat Support (7am – 7pm M-F CDT)|
|24x7 Emergency On-Call Support|
|Annual Business Process Analysis|
|New Feature Releases|
|24x7 Knowledge Base|
|Next Day Replacement|
Without having the TimeClock Plus data so easily accessible, we couldn't be as cost competitive, and that is critical to our business.
Special Projects Manager
West Texas Lighthouse for the Blind