PeopleXD Evo
Expert UK HR Software Support
As your strategic technology partner, we ensure your HR software investment delivers measurable business outcomes and prevent disruptions before they occur. Spend more time on strategic HR initiatives and less time on technical issues with comprehensive support designed for mid-large organisations.
- Proactive system monitoring
- Named technical specialists
- Guaranteed service levels
- Strategic customer success focus
HR software solutions trusted by 19,000+ organisations
Always-on UK-Based Support
From technical expertise to strategic guidance and ongoing optimisation, we ensure your HR suite delivers the ROI you were expecting. Our support goes beyond fixing issues – we focus on what you want to achieve.
- Dedicated Customer Success Managers who understand your business
- Technical Success Managers who act as proactive technical advisers
- Contractual service commitments with rapid response guarantees
- Proactive system monitoring and preventive optimisation
- Comprehensive training resources and best practice guidance
- End-to-end partnership from implementation to digital transformation
Customer Success at the Heart of Everything We Do
Every interaction with our UK-based support team advances your HR objectives and maximises technology ROI. We don't just resolve issues – we take customer challenges and evolve our products to benefit everyone, ensuring continuous improvement across our entire customer base.
Ensure Business Continuity
Our reliable and preventive approach identifies and resolves potential issues before they impact your business. From payroll processing to performance management, we ensure critical HR processes never skip a beat.
Accelerate Value Realisation
Transform your team from users to strategic enablers. Our comprehensive training and ongoing guidance unlock advanced capabilities that drive efficiency, insights, and competitive advantage - so you can spend more time on optimising your features and less time raising support cases.
Scale Support as You Grow
From essential self-service resources to dedicated strategic partnerships, choose the support model that matches your current requirements and evolves with your ambitions.
Your Proactive Technical Advocate
For larger organisations with complex configurations, our Technical Success Managers (TSMs) provide ongoing technical advocacy that goes far beyond standard support. Think of them as an extension of your BAU team – a technical adviser who ensures continued success.
What Your TSM Delivers:
- Collaboration sessions focused on your technical objectives
- Proactive health checks and business process reviews
- Product-specific best practice advice and strategic guidance
- Knowledge transfer to address skills gaps in your team
- Complex solution acceleration working alongside our support team
- New release impact analysis tailored to your organisation
- Preventive recommendations to avoid issues before they occur
Support on your Terms
Start with instant self-service resources, leverage community expertise, or connect directly with our specialists - each pathway designed to deliver the right level of assistance, when you need it.
Support You Can Count On
24/7 Support
Support portal access for case submission and resource library
1 Hour
Guaranteed response time for critical business impact issues
Unlimited
Support cases and knowledge base access across all plans
Let's discuss how our support can accelerate your success.
Support FAQS
What is a named support contact and why do you limit them?
Named support contacts are designated 'super users' within your organisation who have permissions to raise support cases with our technical teams. We limit contacts to ensure we can provide the right level of service quality.
This approach allows us to focus on knowledge transfer with your key HR system experts, who can then educate the rest of your team. All users still have access to our online knowledge base for self-service support.
How does the Named Technical Support Manager work for Premier customers?
Premier customers get a named Technical Support Engineer for each HR product. Wherever possible (typically 80% of cases), your support cases will be routed to your designated engineer.
This personal relationship means faster resolution times because your engineer understands your specific HR system configuration and historical issues. When your named engineer is unavailable (holidays, training), cases are assigned to another experienced engineer.
Do you have different priority levels and response times?
Yes – our support time SLAs are designated based on priority of the support query and these also vary depending on the support contract you have with us.
P1 - Critical Business Impact: All users unable to use HR system, payroll can't run, database down
Essential: 2 hours | Standard & Premier: 1 hour
P2 - Moderate Business Impact: Entire HR process cannot proceed, degraded service
Essential: 2 business days | Standard & Premier: 2 hours
P3 - Minimum Business Impact: Minor HR system issues, business functioning
Essential: 2 business days | Standard & Premier: 4 hours
P4 - No Business Impact: 'How to' queries and general guidance
Essential: Not available | Standard & Premier: 1 business day
What support hours do you offer?
Standard Hours: Essential Plan - 9am-5pm Monday-Friday (UK time, excluding English bank holidays)
Extended Hours: Standard & Premier Plans - 8am-6pm Monday-Friday
Can I use Live Chat with my Premier plan?
Yes, Premier customers can use Live Chat, but please note that Live Chat cases won't be handled by your named Technical Support Engineer - they go to our general support team for faster response to simple queries.
For complex HR system issues where you want your named engineer's expertise, raise the case online or by telephone. Live Chat is perfect for quick 'how-to' questions that don't require deep system knowledge.
How do Customer Success Reviews work for Premier customers?
The frequency of your Customer Success Reviews depends on your plan spend. These reviews focus on your HR objectives, system performance, ROI measurement, and identifying opportunities to get more value from your HR suite.