Critical processes, like payroll period closure, primary data gathering or entry, are covered by the default SLA. The MANUS+ Support Desk offers immediate assistance to resolve any issues that might endanger these critical processes. (For instance: the Dutch MANUS+ TOTAL HR solution always has this priority.)
Daily operation on HR or salary departments is safeguarded by a ticket system. Responses are tailored to the priority and the SLA level. This mainly concerns mainly “how to” issues, passwords and other operational topics.
Bugs in the MANUS+ WFM suite are resolved in fixes on the supported versions; these fixes will be made available in monthly updates.
Functionality changes are handled through the same ticket system. If the request for change is considered to be a general improvement, such a request might be included in the roadmap.
For a selected number of customers, tailored SLA’s offer complete helpdesk service on a store level (this can include 24/7 coverage if required). This combined with the Monitoring service, guarantees an optimal up-time for the WFM / T&A processes.