Support Through Resolution
We follow up until the issue is resolved, helping users understand the corrective steps and results so they can continue working comfortably.
Services
HRIS Software with the Best Support
Support is a top priority at Forte HRIS. We answer questions, follow up on difficulties and work through issues until they are resolved. Our experienced team is easy to reach, with an issue-resolution SLA guiding our service.
Discuss Your NeedsWe Stay with You Until the Issue Is Resolved
HR and payroll software supports important daily work. When a question or problem arises, HR needs a reachable team that understands the situation and helps resolve it. That is why support is a key priority at Forte HRIS.
Our support commitment means following issues through to resolution. We help understand what happened, investigate the cause, explain the next steps and follow up on results. Users receive practical guidance and clear communication during the process.
Help continues after initial setup and training. If you forget a step, are unsure about settings or need a result checked, ask our team directly. You do not need to wait for a small question to become a bigger problem.
Many companies have switched to Forte HRIS after using other HRIS products. We believe you can enjoy a better experience too, with an easy-to-use application and a support team ready to help. We focus on resolving issues so your HR team can get back to work with confidence and rely on ongoing support.
An Experienced Team
Our team understands Forte HRIS and everyday HR work. Explanations use clear language and relate to the task you are carrying out.
Direct Support from Our Team
Every Forte HRIS customer is supported by an Application Specialist and a support team ready to help with questions or issues. You speak directly with people, not an AI chatbot, so you can discuss your needs clearly and receive follow-up until the issue is resolved.
Support
From Your Question to Resolution
Support Through Resolution
Tell Us What You Need
Contact your Application Specialist or customer support group. Explain what you are doing and where you need help. Everyday usage questions are welcome too.
We Help Investigate
We review the context and relevant information to understand the cause. A remote meeting can help explain the steps when a more detailed discussion is needed.
A Clear Escalation Path
Issues needing further assistance can be escalated to the Support Manager or Project Manager, and then company leadership. The team keeps you informed as work progresses.
Follow Through to Resolution
We follow up on the outcome with users. If the issue persists or a step is still unclear, assistance continues until the problem is resolved.
A Clear Escalation Path
We provide a clear escalation path so that each question or issue receives the level of attention it needs. You receive contact details for your Application Specialist and Support Manager or Project Manager for communication and follow-up.
Application Specialist
Start with the Application Specialist assigned to your company. Share questions or issues through your dedicated WhatsApp contact or customer group monitored by the support team.
Your Application Specialist carries out initial checks, helps identify the cause, and provides guidance and solutions.
Support Manager or Project Manager
If the issue remains unresolved, requires coordination across teams, or needs management attention, it can be escalated to the Support Manager or Project Manager.
Customers can also contact them to request progress updates and ensure the issue receives the follow-up it needs.
Executive Leadership
Critical issues, those with a significant impact on business operations, or those unresolved at management level can be escalated to executive leadership.
At every stage, the relevant teams continue monitoring progress and coordinating action until the issue is resolved.
An SLA for Issue Resolution
Forte HRIS has a Service Level Agreement (SLA) for resolving issues. It provides a reference for service commitments, with clear targets and terms for both customers and the support team.
When discussing the service, our team explains the applicable SLA, including coverage and resolution targets. Your company can understand the service expectations and how to follow up on a case.
An initial response is different from resolving an issue. Our focus is resolution: the team investigates, communicates progress and follows up until the issue is resolved. Timing and terms follow the SLA applicable to your service.
Help That Fits Your Daily Work
Using the Application
Ask about any unclear steps, even after training. We explain and guide users again, including people who are not yet comfortable with computers.
Settings and Results
Discuss application settings or results that need checking. We help trace the relevant information and explain it in the context of your HR process.
Changing Requirements
Discuss changes in company needs with our team. We help review available settings and identify needs that require further discussion.
FAQ
Frequently Asked Questions
What does support through resolution mean?
We investigate, explain handling steps and follow up until the issue is resolved. If it persists, tell us so assistance can continue.
How do customers contact support?
Customers have a dedicated Application Specialist, a dedicated WhatsApp contact and a group monitored by the support team. Use the customer support contacts provided to your company.
Does Forte HRIS have an SLA?
Yes. Forte HRIS has an SLA for issue resolution. Coverage, time targets and applicable terms are explained in the customer service SLA.
How long does resolution take?
Resolution targets follow the SLA applicable to your service. The team explains these expectations and shares progress. Contact us to discuss the SLA details.
Does help end after the one-day training?
No. One day covers initial setup and training. Questions and issues afterwards are still covered by ongoing support.
Can I ask simple usage questions?
Of course. Ask if you forget a step or do not understand a feature. We explain clearly and guide you again when needed.
When should I request escalation?
Contact your Support Manager or Project Manager if the issue remains unresolved after specialist assistance or you need further follow-up. Explain the issue and the steps already taken. When necessary, escalation continues to executive leadership. The team keeps you informed and helps through to resolution.
What should I include when reporting an issue?
Explain the task, when the issue occurred, any message shown and the impact on work. Share necessary information through your customer support contact; the team can advise what else is needed.
Will I speak directly with a person when I contact support?
Yes. You communicate directly with your Application Specialist and support team, not an AI chatbot. Every customer has an assigned Application Specialist, backed by the support team to answer questions and resolve issues.
Support Through Resolution
Discuss your company’s support and SLA needs. We are ready to explain the service and support your long-term use of Forte HRIS.