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Customer Care

Within customer care we have a full-time, office based support team that are available to answer your questions between 9.00 am to 5.00pm, each weekday. Incidents can also be reported out office hours using the contact form on our website or leaving a message on our overnight service. Our new Customer Service Department will also be in regular contact to discuss your experience of using your Platinum software.

Technical Expertise

When addressing an incident, the support team utilise remote desktop support technology to access your PC, with your permission, to identify and rectify the reported problem. Members of the support team have also worked in the development team and as a result, are able to provide an extremely high level of technical product knowledge to help not only solve your support requests, but are also available to help you get even more from your software.


What is a Platinum Enterprise support agreement?

Platinum Enterprise support agreement is the name given to the support package that addtime offers to all of its customers. Each agreement contains details of the customers’ designated support level agreement (SLA)

The SLA covers both Software and Hardware

Before you purchase a new system, the extent of your Platinum Enterprise SLA will be documented within your quotation and there are 4 support options Bronze, Silver, Gold & Multi Cover.

Bronze Care

Hotline support only, involving quick fixes via email, telephone or remote support.

*25% discount on all server moves

Silver Care

Standard support package for most companies adds to Bronze Care upgrades. Includes online training plus Hardware and Software.

*50% discount on all server moves

Gold Care

Fully managed support including all of the elements of Bronze and Sliver Care with full system set up and covers all changes in schedules, work patterns or (permissions) policies plus site visits.

*All Server moves included

Multi Cover

All the benefits of Silver Care support plus hardware cover for all terminals Including:

  • Access Control Panels
  • Fire Monitor Panels

Clocking terminals:

  • Biometric Touchscreen
  • Silk Fingerprint
  • Silk Multi Biometric
  • 12 Month Warranty on all faulty terminals*
*Any faulty terminals reported after the 12 month warranty period will either be repaired on site or a replacement will be sent whilst on faulty one is returned to our workshop to repair.
All solutions include a twelve month software support agreement, hardware warranty and contains details of site visits (where applicable),  software and firmware updates plus any required new feature awareness training available within a package. Upon  purchasing a system with Addtime you will receive the SLA document through the post. Towards the end of the first 12 month period, you will be sent an invoice for the following year’s support agreement. Support is not compulsory but is strongly recommended to all of our clients for complete peace of mind!
Hardware Support – For extra peace of mind why not protect all your hardware after warranty (ask about our Multi Cover support packages)
*unless otherwise stated on support contract


Additional or refresher training?

We can offer bespoke system training tailor made to suit, either on a one to one basis or a group training session on site or we can do this at remotely at our office in Wigan, North West of England.

Silver Care Support now include unlimited online training for up to 1 hour for all users with a pre-booked appointment, so your managers can learn at their own pace.

Call us now for more information

01942 272061

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