Policies – On Premise
For each installation, Customers must purchase the same software support service type for all software and must purchase the same equipment support service type for all equipment of the same type.The latest Supported Product List is available at https://community.kronos.com/s/article/How-To-Find-Support-Information-for-your-Kronos-Product. Please note: you must be logged into the UKG Community to access this link.
UKG Workforce Central suite
UKG will provide service releases for a minimum of five years after a major service release, unless foundational underlying third-party technologies are deprecated. In either scenario, UKG will provide notice of the date of termination of engineering for Workforce Central released versions with advanced notice for our customers; typically eighteen months or more prior to the end of engineering date.
For UKG Workforce Payroll products, when service releases reach end of engineering, UKG will end quarterly legislative updates concurrent with the last calendar quarter preceding the end of engineering support date unless the date falls on the last day of a calendar quarter in which case the last legislative update will be provided for that quarter.
UKG Workforce Analytics (WFAN) — supported components include:
All procedures and Database Objects associated with the UKG Workforce Analytics databases.
All WFAN for Healthcare Reports accessible through the "WFAN Advanced Reporting" link from the SharePoint Home Page that were delivered through the Core Product.
All Analysis Services Cubes found in the Workforce Analytics databases.
UKG TeleStaff and Workforce Planner
UKG only provides service packs for the current release and the two immediately prior releases of the Software. Resolution of an issue may require that you upgrade to the current release of the Software.
UKG iSeries Central suite
UKG only provides service packs for the current release and the two immediately prior releases of the Software. Resolution of an issue may require that you upgrade to the current release of the Software.
UKG Virtual Roster
UKG only provides service packs for the current major release. Resolution of an issue may require that you upgrade to the current release of the Software.
Timekeeper Central
UKG only provides "defect repairs" for the current release of the Software.
UKG defines Version, Release, and Service Release as follows:
Version: A software product upgrade that includes major new features or functionality.
Release: A software product upgrade that includes minor new features or functionality.
Service Release: One or more defect repairs bundled into a single update. Service releases are cumulative - Service Release N will, at minimum, include all of the changes delivered in Service Release N-1.
The software product hierarchy is: Version . Release . Service Release
Updates
Customers electing to undergo a major platform upgrade migration (i.e. from Timekeeper Central to Workforce Central suite) are required to purchase the licenses to the new version at the applicable license fees.
Support Exclusions
Support service does not include service to the Software resulting from, or associated with:
Additional On Premise deployment exclusions:
- Customer's improper use, management or supervision of the Software or other failure to use the Software in accordance with UKG's specifications; or
- Customer's repair, attempted repair or modification of the Software without prior authorization from UKG; or
- Customer's use of the Software for purposes other than those for which they are designed or the use of accessories or supplies not approved by UKG; or
- Customer's end user computer or operating system malfunctions; or
- Services required for application programs and/or conversions from products or software not supplied by UKG; or
- Reprogramming, including reconfiguration of the Software or the rebuilding of Customer's database.
- Any cause external to the Software including, but not limited to, electrical work, fire, flood, water, wind, lightning and transportation, or any act of God; or
- Customer's failure to continually provide a suitable installation environment as specified in UKG's specifications.
In addition to the Support exclusions above the following Services are NOT covered by your UKG Support Service Agreement and are subject to the applicable UKG Service rates.
Additional On Premise deployment exclusions:
- Configuration Changes, Reprogramming, New Programming such as, but not limited to, Work Rules, Pay Rules, Accrual Rules, Profiles,Dashboards and Fields
- Creating New Schedules
- Terminal Programming and Cold Start
- Pay Period Changes
- Programming, modifying, implementing, training or troubleshooting the following:
- Data integration interfaces (i.e. Connect, Integration Manager, Analytics)
- Custom Reports
- Custom Application extensions
- Editing Process Manager templates and creating new templates
- Installing or reinstalling Applications such as, but not limited to,
- Adding a Workstation
- Moving the Application
- Custom Reports or Custom Application Extensions
- Implementation or configuration services related to upgrading product such as, but not limited to,
- Software implementation
- Porting custom software (i.e., reports)
- Change management
- Training
- New functionality deployment
- Application interfaces
- Service to UKG custom software is not provided, unless otherwise specified on the applicable Order Form for such custom software.
- Importing new data i.e. from acquisitions or purchasing of another company.
- Installing or reinstalling Applications such as, but not limited to,
- Reinstalling following a Hard Drive Crash
- Service Release
- Database Administration Maintenance or Services such as, but not limited to,
- Database scripts
- Writing or customizing database scripts for data reporting and/or retrieval
- Performance Tuning
- Sizing
- Disaster Recovery
- Database backup strategy and/or setup
- Establishing a Non-Production Environment such as, but not limited to,
- Test environments, i.e., application servers, database servers
- K-Demo
- Troubleshooting Environmental Issues such as, but not limited to,
- Operating System
- Network Issues
- Firewalls
- Servers
- Workstations
- Single Sign On
- Load balancing configuration
- Virtual server configuration
Support Discontinuance — End of Service Life
UKG may discontinue support for the Software upon 30 days written notice to Customer, or at the anniversary date of the relevant Agreement, whichever is longer. Applicable credits will be left on the account to be applied against any future invoices.
Reinstatement of Support Services
In the event that Customer allows Software or Equipment support services to lapse or if Customer did not originally purchase Software or Equipment support services and wishes to reinstate or procure such services, Customer must pay (i) the support services fees at list price for such lapsed or unprocured time period for when the products were not on support; and (ii) the annual support services at the then current list price for the applicable product(s), plus twenty per cent (20%) of the support services fees.
Service Coverage Period
Local* business hours, Monday through Friday, excluding UKG holidays, with access to UKG's technical support staff — Gold or Gold Plus Support. *Please check with your Support Center for the specific business hours of coverage at your location.
Support Services groups:
Australia | 8:00 a.m. - 8:00 p.m. local time |
Canada | 8:00 a.m. - 8:00 p.m. local time |
China | 8:00 a.m. - 8:00 p.m. local time |
India | 9:00 a.m. - 6:00 p.m. local time |
Mexico | 9:00 a.m. - 6:00 p.m. Mexico Central Standard Time |
UK | 8:00 a.m. - 8:00 p.m. UK time |
US | 8:00 a.m. - 8:00 p.m. local time |
24 hours a day, seven days a week, 365 days a year, with access to UKG's technical support staff — Platinum or Platinum Plus Support
Virtual Roster is currently only offered with Gold Support and relevant time zone for US, Australia and Macau in China.
Priority Based Support
UKG provides support on a "priority" basis. As such, customers with the most critical request(s) will be serviced first. UKG Global Support has set up the following guidelines to assess the priority of each service request:
High Priority: A critical customer issue with no available workaround where the system or a module may be down, experiencing major system degradation, data corruption or other related factors resulting in the customer not being able to process their payroll such as:
- Unable to sign-off Time Cards
- Totals are not accurate
- Unable to collect punches from terminals
- Unable to access a critical application function such as scheduling
- Cloud outage
No workaround is available.
Medium Priority: A serious customer issue which impacts ability to utilize the product effectively such as:
- Intermittent or inconsistent functionality results or data accuracy - accrual balances not matching pay codes but balances are accurate
- Data display inaccuracies or inconsistencies across multiple tasks
- System performance is inconsistent or fluctuates
A workaround is available.
Low Priority: Non-critical problem generally Use and Usability issues and or "how to" questions such as:
- How do I set up a holiday pay rule?
- How do I run a report?
- How often should database maintenance be executed?
A workaround is available on the UKG Kronos Community.
Response Time
Response time shall mean from the time the case priority is set by UKG's Support Center until a UKG support representative contacts the Customer to begin service. UKG utilizes a priority based support focus. Customers with the most critical request will be serviced in accordance with the following guidelines:
Priority | Gold | Platinum |
---|---|---|
High | 2 hours | 1 hour |
Medium | 4 hours | 4 hours |
Low | 8 hours | 8 hours |
All response times are business hours.
The above are only guidelines and may be modified, for a particular incident, based on joint agreement between the customer and UKG.
e.g., If a Gold support customer's case is logged at 4:55 p.m., local time, with a "Medium Priority" designation, UKG would respond before 8:55 a.m., local time, the next business day (Monday - Friday for Gold Support customers).
Critical Outages
UKG Global Support will provide continuous effort on all high priority events through either bug identification, the development of a workaround or problem resolution. If this effort goes beyond normal hours, the case may be passed to the after hours team or to the mission critical support engineer on duty. On-going continuous effort may also be dependent on the customer's ability to provide a resource to work with the UKG Global Support engineer during this period. Support outside the scope of the services agreement is billable.
Virtual Roster is currently offered with resolution effort support during the business local times for US, Australia and Macau in China.
Technical Escalation
Our case resolution process is a Team based approach structured around specific products of the Application suite and staffed by Support Engineers covering the full spectrum of skill sets and technical expertise. The Teams are empowered to dynamically apply the appropriate resources to a case based on severity and complexity to ensure the fastest resolution time possible.
The Teams are also integrated with the Development Engineering staff and engage their assistance and technical guidance when necessary and/or directly escalate depending on case severity and time to resolve considerations.
For situations that contain multiple cases an Account Manager may be assigned to act as a single point of contact and communication regarding case resolution status, action plan development, resource integration and implementation co-ordination. The Account Manager remains engaged until the situation has been successfully remediated.
Management Escalation
Customers may, at any time, ask to speak to a UKG manager if they experience dissatisfaction with the level of service received with respect to a specific case or service in general. To contact a UKG Global Support manager, please telephone your UKG Support Services center and ask to speak to a manager. Phone numbers are listed on the UKG Kronos Community at https://community.kronos.com/s/article/ka361000000ACDuAAO/KB13193.