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Getting Support (Pre- & Post-Production)

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Overview

The purpose of this document is to provide guidelines and options for how integration-owning organizations provide support for their users, both pre- and post-production implementation stages. A strong support system is critical for customers to get the most out of a product or service and ensure a seamless implementation process.

Paylocity's Expectations Around Support

Paylocity expects the integration-owning organization's support teams to handle Level 1 concerns with in all scenarios. It is recommended during the implementation phase, to review with Paylocity the details of how users/reporters may engage with your support paths. It is the responsibility of the integration owning support team to troubleshoot any issues related to the PUSH/PULL of data, transformations, data mapping, and logical conclusions derived from the elements. While we will provide necessary assistance, we will note troubleshoot connections with end-user contacts. In an ideal scenario, your team is completing initial troubleshooting/information gathering/problem recreation documentation and then connecting with Paylocity Web Services team for review and Level 2 investigation.

Level 1 Concern Categories

Please note that the considerations mentioned below are not an exhaustive list and are only intended to highlight some common scenarios. As an integration owner, it is important to create support documentation that is dynamic and updated regularly based on Level 1 scenarios encountered during early-phase testing and feedback that may recur in production. Having a comprehensive Roles & Responsibilities and Getting Support style documents for these API Errors is in your best interest for effective troubleshooting.

  • Incorrect Data on Feed:
    • If there is incorrect data in a PULL response from Paylocity, the customer-team should make the necessary updates to the appropriate elements in the Paylocity system, as defined during your "Move to production" phase of onboarding. If your support group is unable to identify a resolution to the issue, they should contact Paylocity Web Services for Level 2 Support.
    • If there is incorrect data in Paylocity because of a PUSH from another system, you as the integration owner are responsible to confirm the appropriate lookup values and data-element relationships to meet the customer-team's needs. If the problem persists, your support group should contact Paylocity Web Services for Level 2 Support.
  • Incorrect Employee Record Filtering:
    • As the integration owner, you are responsible for identifying the correct data elements to parse and filter from to ensure the Employee Records and Data from the records are accurate and meet the customer-team's needs.
    • Filtering considerations such as Employment Type, Employee Status, Benefit Class, and more should be considered to ensure your database captures the appropriate records to drive the service. When questioning options for filtration, the Data Element & Directionality Mapping guide may provide clarification on custom-filtration and mapping options.
  • Multiple Company IDs:
    • Employee Records in Paylocity can "Transfer" from one company data set into another, depending on the customer team's Company ID structure. These are commonly referred to as Company Sets in Paylocity documentation.
    • If the customer has multiple entities/locations/Company IDs, you as the integration owner are responsible for ensuring the capabilities of your application can meet that need, to properly track the multiple employee records and statuses.
  • Effective Date vs. Start/Begin Check Date
    • integration owners must understand the relationship between effective dating and begin check-date elements in Paylocity and ensure they align with the customers' check-processing schedules.
  • Webhook Responses – Priority & Filtrations
    • Integration owners must not drive their downstream services solely on webhook responses. Instead, they should receive the webhook, capture the Company ID and Employee ID in the response, and make a GET call to pull additional details and confirm the changes.
    • Integration owners must be responsible for the element priority and filtration when using the Webhooks. Identifying when and if it is appropriate to digest a hook should be part of the solution design and exception handling.

Getting Level 2 Support

When submitting a request to Paylocity Web Services or Management for Support, do not include the end user who reported the issue. Paylocity will work directly with your Support Team to identify the root cause and your Support Team can provide direction from there - in conjunction with the customer's available resources at Paylocity, if necessary. Do NOT include personally identifiable information (PII) about an employee or company sensitive information in the initial email.

EMAIL SUBJECT

  • PCTY x -- API Concerns

EMAIL BODY DETAILS

  • Provide, in a detailed summary, the EXPECTED vs. ACTUAL results and what troubleshooting has been completed thus far, both from your team and the customers. This context is important to Paylocity as it helps us confirm root issues as quickly as possible.
  • Provide the FIRST or LAST 7 characters of the API CLIENT_ID that was used to Authenticate the connection for the queries/responses in question.
  • Provide the individual Paylocity Company IDs and Employee IDs (if applicable) affected by the concern; or brought to light from Lv1 testing thus-far.
  • Provide the REQUEST URI that was used that generates the Error Response; or received ‘incorrect data’. Ex: GET EMPLOYEE –

Recommendations for Technology Partners to Support Customers

  • Self-Serve Support: Offer a knowledge base, help center, or community forum where customers can find answers to frequently asked questions or submit tickets for technical support. Providing self-serve support can be a cost-effective solution for both the partner and the customer; however, it is Paylocity's expectation that the customer is not left to ONLY self-serve options.
  • Phone/Email Support: Offer customers the option to contact support via phone or email during business hours. This provides customers with a direct line of communication with a support team member who can assist them with any issues or questions they may have.
  • Chat Support: Offer customers a chat support option that allows them to communicate with a support team member in real-time. This can provide customers with a quick and easy way to get answers to their questions or troubleshoot issues they may be experiencing.
  • Dedicated Support Team: For most customers, offering a dedicated support team can provide a higher level of service and attention. This team can be responsible for managing and resolving issues for a specific mutual customer, ensuring a personalized and responsive experience.
  • Escalation Support: Have a clear escalation path in place for issues that cannot be resolved at the first level of support. This ensures that customers can receive timely and effective support for even the most complex issues.

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