Our Support Service

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We will provide Product Support to breatheHR.com clients between 09:00 and 17:30 UK time Monday to Thursday and 09:00 - 16:30 UK time on Fridays and exclusive of UK statutory and public holidays.  We will investigate any issues with the software that the client reports and use all reasonable endeavours to provide, as soon as reasonably possible, a suitable workaround or fix. 

This support will consist of 

    • Email support
    • Support Calls being logged within breatheHR.com
    • Documentation provided on the breatheHR.com knowledge base

Inclusions

breatheHR support will respond to queries and questions relating to the day to day use and operation of the software. This typically consists of:

    • General queries about the software
    • “How-To’s”
    • Assistance with registration of faults
    • Help to locate information within the user documentation
    • Existing configuration
    • Background advice on system configuration
    • Advice on best practice

 

Case Logging Process

Where to get help 

When a nominated contact wishes to log a support case they can do so in a number ways

breatheHR.com:     Support>product help 

Support Site:          https://breathehr.zendesk.com (requires login)

By email:                support@breathehr.com

By Telephone:         01403 288700 

What information you will need to log a case

Centurion will record the following details for every case. We ask that this information is gathered before contacting us;

  • Your company name and name of your database if logging by email
  • The date and time the issue or problem was identified
  • The details of the problem.  This may include the following:
    • Steps required to replicate the issue
    • Number of users affected
    • Impact of the issue on productivity
    • Area of the software affected

 Once the case has been logged, the client will be given the following information

  • A Case identifier, which should be quoted in all future communication about this issue
  • The next steps to be taken in order to begin diagnosis

An email will be sent to you confirming receipt of the case and the case details, including the severity of the logged case according to table in section 4 of this document.

 

Response times

The breatheHR.com Support Team will endeavour to respond to queries received from yourselves within one business hour. 

 Feedback

breatheHR.com welcomes all feedback (positive and negative) from our clients, and believes it is the best mechanism for praising our staff for a job well done, or adjusting processes where necessary to improve the service we deliver. We are constantly driving to improve the service we deliver. With this in mind, if you have any comments or feedback about the support process please feel free to email in complete confidence to info@breathehr.com Thank you for taking the time to read this document, we look forward to working with you.

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