Software Services – Cloud Hosting
Product Coverage
For each installation, Customers must purchase the same software support service type for all software and must purchase the same equipment support service type for all equipment of the same type. The latest Supported Product List is available at https://community.kronos.com/s/article/How-To-Find-Support-Information-for-your-Kronos-Product. Please note: you must be logged into the UKG Community to access this link.
Workforce Central suite
UKG will provide service releases for a minimum of five years after a major service release, unless foundational underlying third-party technologies are deprecated. In either scenario, UKG will provide notice of the date of termination of engineering for Workforce Central released versions with advanced notice for our customers; typically eighteen months or more prior to the end of engineering date.
For UKG Workforce Payroll products, when service releases reach end of engineering, UKG will end quarterly legislative updates concurrent with the last calendar quarter preceding the end of engineering support date unless the date falls on the last day of a calendar quarter in which case the last legislative update will be provided for that quarter.
Workforce Analytics (WFAN) — supported components include:
All procedures and Database Objects associated with the Workforce Analytics databases.
All WFAN for Healthcare Reports accessible through the "WFAN Advanced Reporting" link from the SharePoint Home Page that were delivered through the Core Product.
All Analysis Services Cubes found in the Workforce Analytics databases.
UKG defines Version, Release, and Service Release as follows:
Version: A software product upgrade that includes major new features or functionality.
Release: A software product upgrade that includes minor new features or functionality.
Service Release: One or more defect repairs bundled into a single update. Service releases are cumulative - Service Release N will, at minimum, include all of the changes delivered in Service Release N-1.
The software product hierarchy is: Version . Release . Service Release
Updates
Customers electing to undergo a major platform upgrade migration (i.e. from Timekeeper Central to Workforce Central suite) are required to purchase the licenses to the new version at the applicable license fees.
Support Exclusions
Support service does not include service to the Software resulting from, or associated with:
- Customer's improper use, management or supervision of the Software or other failure to use the Software in accordance with UKG's specifications;
- Customer's use of the Software for purposes other than those for which they are designed or the use of accessories or supplies not approved by UKG;
- Customer's end user computer or operating system malfunctions;
- Services required for application programs and/or conversions from products or software not supplied by UKG;
- Reprogramming, including reconfiguration of the Software, and Configuration Changes and New Configuration such as, but not limited to, Work Rules, Pay Rules, Accrual Rules, Pay Period Changes, Profiles, Dashboards and Fields;
- Creating New Schedules;
- Terminal Programming and Terminal Cold Start;
- Creating, modifying, implementing, training or troubleshooting the following
- Data integration interfaces (i.e. Connect, Integration Manager, Analytics)
- Custom Reports and Custom Application extensions;
- Editing Process Manager templates and creating new templates;
- Installing or reinstalling Applications on customer workstations;
- New product implementation and configuration;
- Training
Support Discontinuance — End of Service Life
UKG may discontinue support for the Software upon 30 days written notice to Customer, or at the anniversary date of the relevant Agreement, whichever is longer. Applicable credits will be left on the account to be applied against any future invoices.
Reinstatement of Support Services
Cloud Hosted customers must maintain the Software under an active maintenance plan with UKG through the Hosting term. In the event that Customer allows Software or Equipment support services to lapse, Customer must pay (i) the support services fees at list price for such lapsed or unprocured time period for when the products were not on support; and (ii) the annual support services at the then current list price for the applicable product(s), plus twenty per cent (20%) of the support services fees.
Service Coverage Period
UKG will provide 24x7 support for the cloud infrastructure and the availability to the cloud environment.
For all other issues support is provided in accordance with the purchased software and equipment support level. Local* business hours, Monday through Friday, excluding UKG holidays, with access to UKG's technical support staff — Gold or Gold Plus Support. *Please check with your Support Center for the specific business hours of coverage at your location.
Support Services groups:
24 hours a day, seven days a week, 365 days a year, with access to UKG's technical support staff — Platinum or Platinum Plus Support
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 system or a module may be down, experiencing major system degradation, data corruption or other related factors resulting in the customer not being able to process their payroll such as:
- Unable to sign-off Time Cards
- Totals are not accurate
- Unable to collect punches from terminals
- Unable to access a critical application function such as scheduling
- Cloud outage
No workaround is available.
Medium Priority: A serious customer issue which impacts ability to utilize the product 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
- System performance is inconsistent or fluctuates
A workaround is available.
Low Priority: Non-critical problem generally Use and Usability issues and or "how to" questions such as:
- How do I set up a holiday pay rule?
- How do I run a report?
A workaround is available on the UKG Community.
Response Time
Response time shall mean from the time the case priority is set by UKG's Support Center until a UKG support representative contacts the Customer to begin service. UKG utilizes a priority based support focus. Customers with the most critical request will be serviced in accordance with the following guidelines:
All response times are business hours.
The above are only guidelines and may be modified, for a particular incident, based on joint agreement between the Customer and UKG.
e.g., If a Gold support customer's case is logged at 4:55 p.m., local time, with a "Medium Priority" designation, UKG would respond before 8:55 a.m., local time, the next business day (Monday - Friday for Gold Support customers).
Critical Outages
UKG Global Support 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 hours, the case may be passed to the after-hours team or to the mission critical support engineer on duty. On-going continuous effort may also be dependent on the customer's ability to provide a resource to work with the UKG Global Support engineer during this period. Support outside the scope of the services agreement is billable.
Technical Escalation
Our case resolution process is a Team based approach structured around specific products of the Application suite and staffed by 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 UKG 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.kronos.com/s/article/ka361000000ACDuAAO/KB13193.
Software Support Services and Features
UKG provides different levels of support offerings through our Platinum Plus, Platinum, Gold Plus, and Gold support services.
Platinum Plus Support Service
Platinum Plus Support customers have access to the same features as the Platinum Support customers and access to the Technical Account Manager (TAM). The TAM is a seasoned service professional that will draw upon a vast knowledge of UKG products and services to provide you with proactive, consultative expertise. For Platinum Plus customers, a TAM is available 24 hours per day, 7 days per week. Platinum Plus customers can designate 5 named contacts, and also enjoy one on-site visit per year.
Platinum Support Service
Platinum Support customers have access to the same service features as Gold Support customers and the following additional entitlements:
- 24 x 7 x 365 telephone access to UKG Global Support
- Access to Senior Support Engineers
- Response time of 1 hour or less for High, 4 hours or less for Medium, and 1 business day or less for Low Priority calls.
Platinum Support customers also have the option of upgrading to Platinum Plus.
Gold Plus Support Service
Gold Plus Support customers have access to the same features as the Gold Support customers and access to the Technical Account Manager (TAM). The TAM is a seasoned service professional that will draw upon a vast knowledge of UKG products and services to provide you with proactive, consultative expertise. For Gold Plus customers, a TAM is available from 8:00 a.m.-8:00 p.m., local time, Monday-Friday. Gold Plus customers can designate 2 named contacts.
Gold Support Service
Gold Support offers a very well-rounded support program. Included is free access to UKG Global Support from 8:00 a.m. to 8:00 p.m. local time, as well as the following entitlements noted below. Gold Support customers also have the option of upgrading to Gold Plus.
Search
(Available to all Support Agreement customers through the UKG Community)
The Global Search on UKG Community searches for the following data types* and the Topics area provides Basic and Advanced searching by product.
- Knowledge base
- Documentation (Manuals and User Guides)
- Service releases
- Groups
- Cases
- Technical Advisories and Technical Insiders
*Access to data sources is limited by type of support service.
Technical Advisories
UKG Global Support Center personnel are a valuable source of knowledge and experience. That's why we give you access to the same vast repositories of information that they use. You have access to these technical alerts located on the UKG Community. Please sign up for Alert Groups in the UKG Community to get notified of the release of new technical advisories and other important production information.
Learning Quick Tips
Enjoy the convenience of web-based, self-paced recorded training modules for your UKG application. These training recordings are short in duration and you can take them anytime and anywhere that you have access to the Web.
HR and Payroll Answerforce
HR and Payroll Answerforce enables you to facilitate communication between employees, managers and HR professionals. It provides managers and employees with current HR information they need to make effective decisions. Experience an award-winning user interface which delivers up-to-date human resources, employee benefits, compensation, employment and regulatory information directly to your desktop.
Interactive Forms
Instant access to a comprehensive and easy-to-use library of HR and Employment & Payroll Tax forms and instructions. You can access, fill out, save, print, and maintain over 730 HR forms and 2500 Payroll forms.
Service Releases
UKG Support Services entitles all customers who purchase a support agreement to the latest available product version upgrades, updates and enhancements, and documentation released during the agreement period, from the UKG Community. Protecting your investment is where our coverage for you begins as you embark on your journey to increased knowledge and improved business performance.
This service feature entitles you to the latest available product releases, updates/patches and legislative updates for the Workforce Payroll™ module. For many products, the latest support releases (service releases) or legislative updates are posted on the UKG Community. Please sign up for Alert Groups on the UKG Community to get notified of the release of new service releases.
Knowledge Base
Accessed by our customers thousands of times per month, this online database currently contains thousands of answers to questions about UKG products. Type in a question and the knowledge base suggests a solution. It is tightly integrated with our Global Support case management system and captures the real-world experience of our support engineers. The knowledge base is constantly updated. When our support engineers encounter and resolve new situations, they can automatically submit new solutions to the knowledge base.
Case management
For your convenience, we give you direct access to our electronic case management system. Make your own notes to help explain what you are encountering. Your case is formally assigned a number and subject to all the normal tracking and routing mechanisms. Cases are reviewed Monday-Friday, during the business hours of your UKG support center, excluding UKG holidays. Should you require assistance outside the described hours, please telephone your UKG support center.
Documentation
Online access to documentation for most of UKG's products, for example:
- Configuration guides
- User guides
- System administrators guides
Groups
Groups provide a unique opportunity to connect with other UKG customers and to benefit from their real-world experiences. Organized by product platform, industry and special interests, Groups allow you to post questions or provide advice to someone else's query. A chance to go beyond simple product "how to," many customers have commented on how groups have helped them gain a broader understanding of how to leverage their UKG applications.
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.
Per-event Software Service
Cloud Hosting customers seeking support outside their service coverage period or Services that are not covered by your Support service or Customers without a Support Agreement on Active Product will be charged at the current UKG hourly rate.
Conditions:
- Time billed is minimum billable hours and then one hour increments.
- The 8:00 a.m.- 5:00 p.m. minimum billable hours apply to software support calls received prior to 5:00 p.m. local time Monday-Friday.
- The response time for customers without a support agreement is within two business days.
- Customers with a Support Agreement receive a 50 percent reduction from the minimum amount of hours.
Per-event rates are not discountable.
