Managed Support Services

Workforce management systems need regular attention to perform at their best. Our managed support services provide ongoing, proactive care for your UKG or other workforce management system — giving you access to specialist expertise without the overhead of a full-time hire.

Ongoing Support

Our managed support provides a responsive, reliable point of contact for your teams when they encounter system issues or have questions about how to use the system effectively. We handle timecard discrepancies, configuration queries, user access issues, reporting problems, and general troubleshooting. Support is delivered by experienced consultants who understand both the technology and the operational context in which it is used.

We offer flexible support arrangements to suit your organisation — from a set number of hours per month to retainer-based models with defined response times. Our goal is to provide the right level of support for your needs without unnecessary cost.

Configuration Updates

As your business evolves, your system configuration needs to keep pace. Whether you are introducing new pay rules, adding locations, changing holiday policies, or adjusting accrual calculations, we handle configuration updates methodically and safely. Every change is planned, tested, and documented so that you maintain a clear record of how your system is configured and why.

We also manage configuration changes related to legislative updates — ensuring that your system remains compliant with working time regulations, minimum wage requirements, and other statutory obligations that affect workforce management.

Monthly System Checks

Prevention is better than cure. Our monthly system checks proactively review your system for potential issues before they become problems. We check data integrity, review exception volumes, monitor integration health, verify that scheduled jobs have run correctly, and confirm that period-end processes completed successfully. A summary report is provided each month, highlighting any observations and recommended actions. This proactive approach catches issues early and reduces the risk of payroll delays or data errors.

Issue Investigation

When something goes wrong — a payroll discrepancy, an integration failure, or unexpected system behaviour — our team investigates thoroughly to identify the root cause and implement a fix. We work methodically through the issue, examining configuration, data, and process to understand what happened and why. Our investigation reports provide clear explanations and recommended actions, helping you prevent recurrence and maintain confidence in your system.

User Support

We act as an extension of your internal support function, handling user queries that your first-line team cannot resolve. Whether it is a manager struggling with a complex schedule, an employee unable to view their timecard, or a payroll team member needing data clarification, we provide clear, practical guidance. Our user support reduces the burden on your internal teams and ensures that users get accurate, helpful responses quickly.

Reporting Assistance

Need a new report or struggling to get the data you need? Our team can build, modify, and schedule reports to meet your requirements. We also help you interpret report data, identify trends, and present workforce information in a format that supports decision-making. Whether you need a one-off data extract or a set of recurring management reports, we ensure you have the workforce intelligence you need.

Process Improvement

Managed support is not just about fixing things when they break — it is about continuous improvement. As we work with your system over time, we identify opportunities to streamline processes, reduce manual effort, and improve the user experience. We bring these suggestions to your attention with clear explanations of the benefits and effort involved, so you can prioritise improvements that deliver the greatest value.