Where and when

• Where is the service team located?

• Can I reach a support individual by phone, chat, and email?

• Are support agents trained in payroll, HR, benefits, reporting, and accounting?

• What is the average call hold time? What is their first call resolution rate?

• Will the vendor respond to emergencies during off-hours and weekends?

Who

• Who is authorized to contact the service center?

• Who do we reach out to for day-to-day questions and support?

• Who handles escalations? Is there a process to manage them?

• Will I have a dedicated account manager who understands my business and our unique needs?

• What is the average tenure of their account managers?

 

Cost

• What level of service is included with the standard solution?

• What are the costs for additional support hours, seats, or service levels?