Payroll & HR Resources
Payroll Network Support
We want to make it as easy as possible for you and your Administrators to resolve all of your support needs. To that end, Payroll Network provides a streamlined, transparent system to evaluate, document, route and track the progress of each support request and to ensure the timeliest resolution possible. Here is a short guide for requesting support from Payroll Network:
For ALL support requests, Authorized Administrators may either
Call (301) 339-6000 ext. 0
If you’re in a hurry, you need read no further. However, if you are curious about what happens after you call (301) 339-6000 ext. 0 or email firstname.lastname@example.org, please read on!
During Payroll Network’s Regular Work Days (Monday – Friday between 8 a.m. and 5:30 p.m. eastern time)
Our Client Support Specialists (CSS) answer all phone calls placed to Payroll Network’s Main Support Extension (301) 339-6000 ext. 0. The CSSs also review all inbound emails sent to email@example.com.
If a request is made over the phone, the CSS listens carefully to understand the request before attempting a “warm hand off” to an analyst on the appropriate team. In the event that no analyst is available, the CSS documents the request in a support ticket, the entire analyst team is alerted by an email that a new support ticket has been opened, and the requesting Administrator also receives an email confirming that a support ticket has been created. When the support ticket is assigned, the Administrator receives a second email with the name of the analyst who will be working their issue.
Similarly, if the request is made through an email to firstname.lastname@example.org, the CSS reads the email, opens a support ticket and routes the request to the appropriate team. The requesting Administrator receives an email confirming that a support ticket has been created. When the support ticket is assigned, the Administrator will receive a second email naming the specialist who will be working the issue.
When Payroll Network’s Offices are Closed (On Weekends and Monday-Friday before 8 a.m. and after 5:30 p.m. eastern time)
Your Administrators may initiate support requests 24 hours per day, 7 days per week by emailing email@example.com or by calling our Main Support (301) 339-6000 Ext. 0 and leaving a voice mail message.
Early the next business day, a CSS reviews Administrators’ emails and voicemail messages and opens support tickets as needed.
We don’t lose track of issues in this system! Every work day, the CSS produces and circulates a report to Payroll Network managers to keep them informed of the status of all resolved and open support tickets.
We welcome your ideas for improvement. Please send your suggestions to firstname.lastname@example.org.
Thank you for being a valued Payroll Network Client!