(UKG Pro Workforce Management™ was formally referred to as UKG Dimensions®)
UKG provides support services for all customer environments (Production and User Acceptance Testing (UAT)) running the UKG Pro Workforce Management Applications. Upgrades to these environments are included in all Success plans. Configuration of new features may be subject to additional cost depending on complexity.
Support Exclusions
Support services do not include service to the Applications resulting from, or associated with:
- Failure to use the Applications in accordance with UKG's published specifications; or
- Customer's end user computer or operating system malfunctions, including browser and internet connection; or
- Services required for application programs or conversions from products or software not supplied by UKG.
Service Coverage Period
UKG provides support for the UKG Pro Workforce Management Infrastructure 24 hours a day, seven days a week, 365 days a year.
Support coverage hours for the Application for use, usability and “how to” questions depend on the UKG Pro Workforce Management Success Plan purchased with the Service.
| UKG PRO WORKFORCE MANAGEMENT SUCCESS PLANS | ESSENTIALS (FORMERLY COMMUNITY SUCCESS AND GUIDED SUCCESS) | ENHANCED (FORMERLY SIGNATURE SUCCESS) |
|---|---|---|
| Local Time Zone Support | 8:00 AM – 8:00 PM Monday to Friday* 2 hour response to support cases *Excluding UKG holidays | 24 Hour x 7 support 1 hour response to support cases |
Priority Based Support
UKG provides support on a "priority" basis. As such, customers with the most critical request(s) will be serviced first. UKG Global Support has set up the following guidelines to assess the priority of each service request:
High Priority: A critical customer issue with no available workaround where the Applications cannot be accessed, or where the Applications are experiencing major system degradation, and any other related factors resulting in the customer not being able to process their payroll, such as:
- Cloud outage
- Unable to sign-off Time Cards
- Totals are not accurate
- Unable to collect punches from terminals
- Unable to access a critical function within the Applications such as scheduling
Medium Priority: A serious customer issue which impacts ability to utilize the application effectively such as:
- Intermittent or inconsistent functionality results or data accuracy - accrual balances not matching pay codes but balances are accurate
- Data display inaccuracies or inconsistencies across multiple tasks
- Application performance is inconsistent or fluctuates
Low Priority: Non-critical problem generally entailing use and usability issues or "how to" questions such as:
- How do I set up a holiday pay rule?
- How do I run a report?
Critical Outages
UKG will provide continuous effort on all high priority events through either bug identification, the development of a workaround, or problem resolution. If this effort goes beyond normal business hours, the case may be passed to the after-hours team. On-going continuous effort may also be dependent on the customer's ability to provide a resource to work with UKG during this period.
Technical Escalation
UKG’s case resolution process is a team based approach structured around specific features within the Application suite and staffed by UKG Support Engineers covering the full spectrum of skill sets and technical expertise. The teams are empowered to dynamically apply the appropriate resources to a case based on severity and complexity to ensure the fastest resolution time possible.
The teams are also integrated with the Development Engineering and Cloud Operations staff and engage their assistance and technical guidance when necessary and/or directly escalate depending on case severity and time to resolve considerations.
For situations that contain multiple cases, an Account Manager may be assigned to act as a single point of contact and communication regarding case resolution status, action plan development, resource integration and implementation co-ordination. The Account Manager remains engaged until the situation has been successfully remediated.
Management Escalation
Customers may, at any time, ask to speak to a Kronos manager if they experience dissatisfaction with the level of service received with respect to a specific case or service in general. To contact a UKG Global Support manager, please telephone your UKG Support Services center and ask to speak to a manager. Phone numbers are listed on the UKG Community at https://community.ukg.com.
Remote Support
A web-based screen-sharing application that enables UKG to support you by empowering our support representatives to remotely view your computer. By connecting through the Internet or via intranets and extranets, support representatives will work in real time with your users and quickly escalate to desktop sharing, which features mutual mouse and keyboard control and whiteboard capability.
UKG Community
The UKG Community helps you make the most of your UKG solution by putting tools and resources at your fingertips in a collaborative, intuitive online space — a space that makes opening a case, accessing support, and viewing all your account information easier than ever. Streamlined and searchable, the information you need is just a click away.