Ento Customer Support provides technical support to an organisation's registered users of Ento Help. Below is a summary of how to effectively access help for Ento.
How to contact Humanforce Customer Support
Before calling for support, please log a ticket through our online portal and have your ticket number ready to provide to the consultant. Phone support is limited to critical (P1) severity issues only (please refer to severity matrix at the end of this page).
Online Portal:
Phone Support (available for Severity 1 issues only):
Australia: +61 2 9434 0500 (Option 1)
New Zealand: 03 962 3999
Hours of Operation:
Monday-Friday, 8:30am to 5:30pm AEST (UTC +10)
(Excludes NSW Public Holidays)
Information Requirements
When opening a new support request, please provide the following information:
• Summary and Full Details of the reported issue including detailed steps to recreate the issue and employees impacted
• Severity/Impact of issue
• Area of Ento affected
• Contact Details
• Site(s) Affected
• Users to be cc'd on any ticket updates
• Attachments including any screen shots of the issue and files affected
Please provide detailed information of the issue you are experiencing - it will allow your ticket to be assigned to an expert who can help in resolving your issue as quickly as possible.
Support Scope
Remote help desk support and product updates are only available for organisations under an active maintenance contract and to users registered with Ento on our Help Portal. Onsite Support is not included. Warranty issues for hardware must be reported directly to the manufacturer. Please refer to your Support Maintenance Agreement for full details.
Please note: All support is provided in English only.
Request Prioritisation and Response Targets
Each production related support request is assessed according to the following severity levels:
Support Ticket (Prioritization = P)
• P1 – Urgent, production system down/payroll cannot be run
• P2 – High, production impacted/ops limited
• P3 – Low, working—non critical, questions/requests
Support Service Level Objectives
(Response and resolution target times for tickets logged at help.humanforce.com)
| Initial Response | Target Resolution (Total time with Ento) | |
| Severity 1 - Urgent | 30 mins | 8 business hours |
| Severity 2 - High | 4 business hours | 24 business hours |
| Severity 3 - Low | 5 business days | 4 weeks |
Note: Target resolution times above are not guaranteed and exclude time waiting for customer
and UAT issues.
Complex award changes may exceed 5 Business Days for implementation.
Ento reserves the right to up/downgrade the severity of tickets based on our definitions.
See Ento agreement for specifics.
Humanforce Severity Definitions
|
Severity Level |
Definition |
Examples |
Customer Participation in Resolution |
|
Severity 1 - Urgent |
A problem that brings the system to a halt or renders a whole subsystem inoperable. OR A problem experienced on day of live payroll processing that is causing a situation where payroll cannot be run or there are significant issues in pay run result. |
• The Ento manager application is completely down across a majority of the business • An error occurring within the payroll export process which is not allowing the file to be generated or exported from Ento • Any access level issues which give certain employees unintended visibility of information in the system • There is a high-risk security issue, as determined by Ento |
You have a dedicated resource available to work with the Ento team while the issue is being investigated |
|
Severity 2 - High |
A problem that renders a major portion of a system inoperable significantly affecting workflow in critical areas so that other methods must be employed |
• Award interpretation issues which were found after the pay-run has been exported from Ento, but need to be resolved before the next pay-run to prevent further disruption • Award related P1s which only affect a single or handful of employees & could be manually corrected by the client before export • Award changes which need to be actioned before the next pay-run • Data integrity or reporting issues which may interrupt the next pay-run. • Integration issues where new employees are not importing or the process is causing duplicate records in Ento. • Slowness in multiple functions or screens within the program. |
•Will have resource(s) identified to work with Ento, upon request, to support remediation (run debug tools, apply potential fixes/workarounds, etc.). •Timing of response to requested actions commensurate with that provided by Ento, unless there is a mutually agreed upon deviation. |
|
Severity 3 - Low |
A user job that is not causing significant issues or problems in the operation of Ento OR Any questions regarding product functionality or documentation, product enhancement requests, Ento process queries, or requests for chargeable work to be performed. |
• Clarification on existing elements or new functions of the Ento system • Non payroll or clocking issues affecting a subset of users • Clarification around the upgrade process, product release schedule, or queries relating to Ento Help articles • Enhancement requests for suggesting changes to existing functionality or new function development • Post-upgrade issues which are not affecting payroll or access to the software • New User Requests for Ento Help • Report Requests |
•Will have resource(s) identified to work with Ento, upon request, to support remediation (run debug tools, apply potential fixes/workarounds, etc.). •Timing of response to requested actions commensurate with that provided by Ento, unless there is a mutually agreed upon deviation. |