Citation HR's Customer Support Team
Citation HR Software's Customer Support Team can assist you with the features and functionality available to you in the Software. If you encounter any behavior within the software which doesn't seem to function as you would expect, the Customer Support Team are on hand to help you out.
Australia:
Support Hours: 8:30am to 5:30pm Monday to Friday AEST
Contact Number: (02) 9083 0083
Email: support@citationhr.com
New Zealand:
Support Hours: 9:00am to 5:00pm Monday to Friday NZST
Contact Number: 09 303 1550
Email: support@citationhr.com
Our Customer Support team takes pride in providing an exceptional level of customer service by responding and resolving tickets within allocated timeframes as outlined below. The Ticket Tiers and corresponding timeframes are assigned based on the complexity of the ticket.
| TIER 1 |
| Tier 1 tickets should not require any investigation by the Customer Support team. The tickets are typically providing quick responses to simple questions or resolved by sharing Knowledge Base articles to assist the customer to resolve and/or learn about the software. |
|
First Response: 3 business hours Resolution by Support Team: 6 business hours |
| TIER 2 |
| Tier 2 tickets require minor investigation by the Customer Support Team. |
|
First Response: 4 business hours Resolution by Support Team: 8 business hours |
| TIER 3 |
| Tier 3 tickets require complex investigation by the Customer Support team (including integration issues) |
|
First Response: 4 business hours Resolution by Support Team: 24 business hours |
| CONFIGURATION/CUSTOMISATION REQUEST |
| Tickets that require configuration/customisation of the software platform or review of the processes the customer is utilizing. |
|
First Response: 3 business hours Resolution by Support Team: N/A. These are managed by our Customer Service team members directly with the customer. |
| DEVELOPMENT TEAM - INVESTIGATION AND INPUT REQUIRED |
| JIRA ticket has been raised. Tickets that require input or resolution from the Development Team. |
|
First Response: 3 business hours Resolution by Support Team: N/A. |
Feedback
Once your ticket has been solved, you will receive a feedback request email. We value your feedback and would appreciate you taking the time to complete the rating.
To get the most out of your support enquiry and to ensure it is resolved as quickly as possible, please review the following article for tips and tricks: How to get the most out of your technical support enquiry?
You can also search our Knowledge Base for step-by-step instructions on how to utilise the features and functionality in Citation HR Software. We suggest bookmarking support.citationhr.com!