What to Look for In a HRIS Software Providers’ Technical Support

One of the largest forgotten pieces of the puzzle when choosing an HR system is what sort of support does your HR software provider offer. Choosing the right system, at the precise cost, with an experienced consultant to implement the system is all fine and dandy, but what happens when your system is up and running and something goes terribly wrong? Who do you call? The consultant that implemented the system or the company who sold you the software?

Here are some questions to ask your HRIS provider before purchasing your software:

1. Does your software provider offer technical support?
Before calculating the cost of your new HRIS, be sure you’re adding the implementation costs, as well as the yearly support fee to the cost of the system. Do not underestimate the importance of technical support.

2. 24/7! How often is support available?
If you have a technical problem with the system, you can’t afford to wait until the next business day before the problem is fixed.  Problems with hardware, software or databases should be resolved as quickly as possible; especially, when issues tend to arise during mission critical times.

3. How are technical issues resolved, via phone or remote session?
Sometimes talking someone through a technical issue is not as effective as actually walking someone through it. The ability for a support technician to access your data and remote in to your problem is far more effective and less stressful than simply trying to explain the solution.

4. What modules do your software providers’ technicians specialize in?
If you only need two modules, ask to see the resumes of all the support staff for those modules. Having trained, experienced, technicians is far more important than having just anybody attempting to solve your problems.

5. Specific Service Level Agreement
This should include uptime, security, and customer service metrics. If you have a problem, and your issue is not resolved in a reasonable manner, this could cost your company big bucks and higher expenses.

Bottom line

In most cases, HR software is only as good as the people behind it. Without the proper support, the software usually becomes obsolete. It is crucial that a software provider offer on demand technical support that users feel comfortable contacting and from whom issues are quickly resolved.

Author Sage HRMS - Dresser and Associates