SMP on ROTA when MAT Pay Has finished

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9 comments

  • Official comment
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    Louise Wilson

    Hi Sharon, 

    Please can you check to see if a 'Stop Date' and 'Reason' has been entered in SMP record?

    It is difficult to look into this in detail with out seeing the example. If you believe that there is a technical error, please can you raise a case so that we can investigate this in more detail. 

    Many Thanks

    Louise Wilson

     

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  • Avatar
    Sharon Harkins

    Hi Louise

     

    I am aware I cannot post specifics on the community, I have been advised to post on here as I will get a quicker response than a ticket.

     

    Support is very much lacking just now so grateful for you getting back to me

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  • Avatar
    Rozz Chowdhury (Edited )

    Hi Sharon Harkins,

    I just wanted to jump on to see if I could help out at all - Did Louise's advice help with your query? If not, I can convert this thread into a Support ticket for you so you can add your specifics to the ticket to keep it private? 

    Pleased to see how you're one of our star contributors on our Customer Community with your questions, and also want to make sure that you have your technical issues explored too.

    Let me know what I can do and I'll action accordingly!

    Best,
    Rozz

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    Sharon Harkins

    Hi

    I opened a ticket at the same time to cases , as I said , struggling generally to get a quick response to support queries.

    The ticket has been answered and I have added and end date.

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  • Avatar
    Rozz Chowdhury

    Hi Sharon Harkins,

    Thanks for confirming - Glad you got this resolved today!

    So sorry to hear that you've struggled to get a quick response from our Technical Support team. You can call the team if you have a high priority issue, as an option. Nonetheless, I will pass on your concerns to the appropriate people.

    In the meantime, please continue being super active and engaged on the Customer Community with any questions you have! We're always happy to help!

    Best,
    Rozz

     

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  • Avatar
    Sharon Harkins

    Hi

     

    Problem is if I call it goes to a voicmail system - not good

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  • Avatar
    Rozz Chowdhury

    HI Sharon Harkins,

    So sorry to hear that you've not had the smoothest of experiences. If you don't get straight through to a team member, please leave a voicemail and a member of the team will create a ticket for you and call you back.

    I've done a bit of digging and found our Support policy too in case it helps set expectations when you get in touch. Section 3 has some of the SLA timelines which might help. 

    I've highlighted your concerns to the appropriate teams too. Thanks for highlighting this to us. And do let me know (email communities@fourth.com) if there is anything we can assist you with.

    Best,
    Rozz

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  • Avatar
    Sharon Harkins

    Thank you, we have always found the support from Fourth slow.  I generally have pressing payroll queries that need a quick response and we just dont get that from Fourth.

     

    I am comparing the service we get from other system providers to our business who are always on the end of a phone line or web chat if we need help.  payroll is a weekly fast paced part of our business and the support offered by Fourth is very poor incomparison.

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  • Avatar
    Rozz Chowdhury

    Hi Sharon Harkins,

    Thank YOU for your feedback! You really are on of our star contributors on the Customer Community so we do appreciate hearing your perspective. 

    Best,
    Rozz

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