HRMS › Managed Service
timeware® HRMS · Managed Service · included
A managed service
built around your organisation.
The principle is simple: give your team access to experienced timeware® specialists who manage agreed areas of your HRMS configuration. Rather than asking administrators to spend valuable time maintaining rules, policies, permissions and settings, approved changes are passed to timeware® support to complete on your behalf. Included in every subscription.
Change request procedure
You decide what changes. We do the work.
1
Log the request
One of your support contacts raises a change request in timeware® HRMS with the date it is needed live, or simply rings us and we log it.
2
Agree the scope
timeware® Support schedules an initial call to discuss the requirement and agree exactly what will change.
3
We configure it
The work is scheduled within a mutually agreed timescale and completed to your specification.
4
Full audit
Every change is recorded with what changed, when, and the technician responsible. A detailed activity audit is available on request.
What the managed service includes
Eight things, every subscription, no tiers.
Access to a full-time, office-based support team that works closely with implementation and development, with deep product knowledge across timeware® HRMS.
01
Office-based UK support
8:30am to 5:30pm, Monday to Friday, including Bank Holidays, except Christmas and New Year.
02
Change requests completed for you
Approved managed service change requests configured within a mutually agreed timescale.
03
Fault and query resolution
Reported issues investigated and resolved against our service level targets, from a 1-hour P1 response.
04
Ongoing configuration review
New feature awareness and recommendations, with regular reviews of configuration, workflows, policies, reports and dataflows.
05
Free remote training
For every approved customer user, whenever you need it.
06
Courtesy call every six weeks
Customer care checks in with you, roughly every six weeks, not just when something breaks.
07
timelines subscription
A complimentary subscription to timelines for each member of staff on your approved contacts list.
08
Platform updates handled
Because timeware® HRMS is a cloud service, updates are part of the service; reviews focus on your configuration and use.
What can be covered
If it is a configuration setting, it is covered.
The exact scope depends on your organisation’s use of timeware® HRMS. A new absence entitlement policy, a change to user permissions, an updated working pattern, a new report, a revised workflow: any configuration setting in the system.
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Your organisation retains control of what should change.
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timeware® Support takes responsibility for completing the agreed configuration work.
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Managed Service becomes an extension of your own administration team.
HR & system administration
every setting covered
Time management
every setting covered
Leave management
every setting covered
Reporting & dashboards
every setting covered
Self-service policies
every setting covered
Workflows
every setting covered
Secure support for a cloud service
No remote desktop. No unaudited access.
timeware® HRMS is accessed through your browser, so support is not based around remote desktop access to a locally installed application.
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Technicians authenticate through Microsoft Entra and FIDO2 security keys with local gesture and PIN, on approved devices only.
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Every configuration change and transaction a technician makes is recorded in a full audit trail with their name.
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Where useful, a secure screen-sharing session with an authorised user to understand an issue or demonstrate a solution.
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Scheduled Resolution Model: a defined appointment, so the right specialist prepares for your issue in advance.
Getting help
We’re always at the end of the phone, and happy to help.
Ring the support desk on +44 (0)1706 658222, Monday to Friday 8:30 to 17:30, and talk to someone who knows your system. We’ll log it, book in any call or work there and then, and keep you updated.
Or raise a ticket
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If it’s easier to write it down, raise a ticket in timeware® HRMS with screenshots or PDFs attached. Every file is virus-checked.
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Tell us when suits you to talk: as soon as possible, or up to three times, each at least two hours long. We’ll ring you.
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Change requests carry the date you need them live by. Booked calls and work come with Add to calendar.
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You’re told on screen and by email, and a dashboard alert shows when we’re waiting for your reply.
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When a fix is released we ask you to check it. Resolved tickets stay open to a reply for seven days.
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Rate every ticket out of five. Customer care ring you about any low rating to put it right.
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Stuck in Queries? Raise a ticket from the chat and your conversation comes with it.
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And we’re happy to come to you.
For extra training for your team, a review of how you’re using timeware®, or just a chat.
However you get in touch, you get the same ticket to follow, with every reply, booking and update in one place.
Questions
Managed service, answered.
What can a managed service change request cover?
Any configuration setting in timeware® HRMS, including HR and system administration, time management, leave management, reporting, self-service and workflows. In short, if it is a configuration setting within timeware® HRMS, it is covered.
Who decides what changes?
You do. Your approved contacts retain control of the request; timeware® Support takes responsibility for completing the agreed configuration work.
How is support access secured?
Support can only enter your account against one of your open tickets, and only for a limited time. Technicians authenticate through Microsoft Entra and FIDO2 security keys with local gesture and PIN, on approved devices. The sign-in, the ticket it was for and every change made are recorded in your own audit trail with the technician’s name.
Does support need remote desktop access to our network?
No. timeware® HRMS is a cloud service accessed through your browser, so there is no locally installed application to remote into. Where useful, we arrange a secure screen-sharing session with an authorised user.
When is support available?
8:30am to 5:30pm Monday to Friday, including Bank Holidays, except Christmas and New Year.
Is there an extra charge?
No. The managed service is included in every timeware® HRMS subscription.
Do we have to raise a ticket?
No. Ring us whenever you like on +44 (0)1706 658222. We’re happy to help, and we’ll log it for you.
Can you come to our site?
Of course. We’re always happy to visit you, whether it’s extra training for your team, a review of how you’re using timeware®, or just a catch-up over a coffee. Ring the support desk or ask your account manager and we’ll arrange a day that suits you.
