General Product Questions:
Email product@paynw.com
Specific Client Product Questions:
Add the question as a private action in the ticket and assign the Product and Marketing Group with a status of New. Product team will answer the question and change the status to Responded.
Note: if the request is for a demo of a product that would require the client to need a price quote, these should be directed to the sales rep and they will coordinate the demo and provide the client with pricing.
To Schedule Product Office Hours Help:
Office hours can be scheduled with Garrett, using his Office Hours Calendly
Office hours can be scheduled with Cruz, using his Office Hours Calendly
Product Demo Requests
New Prospects or Current Clients Adding Products: The Sales Rep owns gathering information and scheduling demos for new prospects or current clients adding products. The Sales Rep is always present during the demo.
Current Clients Requesting an Existing Product Refresh: A Service team member owns gathering information and scheduling demos for current clients requesting a product refresh. A Service Rep, CSS, or Manager will attend the demo and handle the follow up with the client directly. Email product@@paynw.com with details and to schedule.
To Submit a UKG (Kronos) Support Ticket for a specific client issue:
Follow UKG's guide for support ticket best practices before submitting a case to be reviewed by UKG Support. If you still aren't sure if an issue is case worthy or how to submit it, reach out to the product team or experience teammate for help.
Go to the UKG Community - Cases
Community > Product Resources and Cases > My Cases
Tip: Include attachments like screenshots or provide a link to a screen recording.
Once you've created the case, in hubspot add the Case # from UKG Support.
You will be emailed directly when the support rep updates the case. You can reply to the email or login to the community and respond to the case.
To Submit a UKG (Kronos) Support Ticket for a global client issue:
The Product Team will own these issues so that we can work proactively with UKG for a resolution and multiple team members don't log the same issue.
Email product@paynw.com with the issue details. The Product team will then provide updates globally to service and implementation or to those impacted.
UKG (Kronos) Case Escalations:
If you need to escalate a support case with UKG for a quicker review, you will need to call the support number and request the case be escalated.
| UKG | (800) 394-4357 |
| Option 2 | Tech. Support |
| Option 1 | New Case |
| Option 2 | Existing Case |
| ID | 6109682# |
Once a case has been reviewed by support, there could be a few outcomes, either a resolution is provided, a fix is needed, or an enhancement is needed. If it is determined that a fix is needed, you should be provided a WFR number (AKA engineering ticket), a priority level, and potentially an ETA on fix.
Email the product team (Product@paynw.com) should you want to request the ticket to be escalated. Include details like the WFR number and the impact to the client's business if possible.
To Submit an Enhancement Request:
Enhancement requests are used for providing feedback to UKG on ways to make the products better and are submitted under ideas in the UKG Community. First check to see if the idea already exists. If it does, vote on it. You can also add a comment to color the idea with additional perspective.
Best practices for submitting an enhancement request is to state the business case as to why the enhancement is needed and provide a solution or the expected outcome. This is not the space to complain about a feature of the system, though you may see others on the community do so. Also, never name our client or include anything that identifies them.
The link to the specific enhancement request can be added to the ticket in team support and you can share it with teammates to encourage voting to popularize the idea and get it reviewed more quickly.
IMPORTANT NOTE: UKG manages multiple products, when reviewing content on the community, be sure to filter to the UKG Ready Product as this is the product that we license from UKG.