Support Policy

1 Purpose and Intention

The purpose of this document is to outline Infinet Cloud Solutions Support Policy with regards to its Payroll, HR & Advanced Time Sheeting modules for NetSuite, and any other related services.

Infinet reserves the right to change this Policy from time to time at its discretion although not without prior notification by publication at Changes to Support Policy will take effect 30 days from publication on Infinet Website. Infinet will also notify Customer directly via Newsletter or email of any significant changes or amendments to said policy.

It is the intention of Infinet to do all it can where possible and practical to ensure that our Customers are able to process their payroll in a manner that is not inhibited or delayed by actions or omissions of Infinet with regard to the Software Programs. Furthermore we commit to assisting our Customers where possible and practical to process their payroll regardless of the cause of any error whether system, user, or data related.

2 Pre-Support Obligations:

Infinet acknowledges the importance of timing and accuracy with regard to Payroll operations and processing and appreciates that under urgent circumstances Customer may contact us without completing all their obligations as suggested below.

Customer should also be aware that under urgent circumstances it may be more timely for Infinet support to resolve an issue than it would otherwise take Customer even if Customer has knowledge of how to resolve. Infinet accepts that Customer may wish to contact support to notify of an issue that they may have the ability to resolve to check if Infinet may offer additional information or assist in resolution.

Customer will, where possible, first endeavour to resolve issue with reference to following resources supplied by Infinet.

    • Field Help
    • Payroll Help link
    • Error messages and descriptions including those on History tab of Pay Run or System notes
    • User Guides
    • Trouble shooting reports section

3 Support Hours of Operation:

Hours as below on standard working days

9am AEST to 5.30pm AWST

9am to 5.30pm NZ

9am to 5.30pm GMT

4 Contacting Support:

AU: 1300 253 342

NZ: +64 27 277 216123

UK: +44 7450 724 590



5 Types of Support

Infinet provides Support for the life of the Customer license, and depending upon Customer requirements and expediency the following methods are available.

      • Email (preferred)
      • Phone
      • Online
      • Goto Meeting/Customer Webex
      • Direct Access to Customers Account (login required)

6 Current Support Response Times:

Infinet will respond to all urgent processing related Customer support queries within 1 hour of receipt, all non-urgent non-processing related queries within 24 hours.

Current average support response time is approx. 10 minutes.

7 Non Support related assistance:

Additional training on Infinets’ Modules can be purchased at Infinets’ then current rates.