AU & NZ
SG
MY
US
IE
Professional Excellence and Stakeholder Collaboration
John approached all tasks with consistency, professionalism, and strong organisational skills. He was always accommodating when plans or requirements…
Access PeopleXD Evo
Expert 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.
- Dedicated Customer Success Manager
- 24/7 support portal and knowledge base
- 1-hour response for critical issues
- Scalable support plans to match your needs
- Proactive advice to optimise your systems
HR software solutions trusted by 19,000+ organisations
Always-on Support
From technical expertise to strategic guidance, we ensure your HR suite delivers the ROI you expect. Our support focuses on achieving your goals:
- Dedicated Customer Success Managers who understand your business
- Lead Technical Support Engineer assigned to support cases
- Technical Success Managers providing proactive system optimisation
- Rapid response guarantees with contractual service commitments
- Comprehensive training resources and best practice guidance
- End-to-end partnership from implementation through transformation
What our customers say
"We've built an excellent relationship with our CSM, and it's great to know that we can openly and honestly utilise their help and expertise to get the most out of our investment."
"Investing in a success plan is worth it! We've been able to make tweaks that have improved things for us. You don't know what you don't know! And if you realise there's a better, more effective way of doing things, having that resource is really useful."
Customer Success at the Heart of Everything
Every interaction with our 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.
Why Access offers a strong HCM support package for UK businesses
The best HCM support packages combine responsive support teams, clear service expectations, access to customer success guidance, and strong understanding of HR and payroll processes.
Access provides structured, tiered support, onboarding and training, and optional customer success services designed to help medium and large organisations successfully implement and optimise their HCM platform.
What should the best HCM support packages include?
Your Proactive Technical Advocate
For larger organisations with complex configurations, our Technical Success Managers (TSMs) provide ongoing technical guidance 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 specific business outcomes
- Business process review to help you optimise you use your systems
- Product-specific best practice advice and strategic guidance
- Knowledge transfer through workshops to address skills gaps
- Complex solution acceleration working alongside our support team
- New release impact analysis tailored to your organisation
- Preventive recommendations to avoid issues before they occur
Already an existing PeopleXD Evo customer?
You can discuss your Support Plan with your Account Manager or Customer Success Manager at any time.
Beyond Support – Your Success Ecosystem
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.
Explore Self-Service
Get instant answers with our Digital Support Assistant, available 24/7 to guide you to the right resources. Our Customer Help Centre provides everything you need to succeed – from comprehensive knowledge base articles and workflow guides to expert-led training recordings created by our HR technology specialists.
Connect with the Community
Share best practice with your peers with our online user community where customers share insights, solutions, and expertise.
Engage our Experts
When you need specialised assistance, our support teams provide personalised help via web portal, live chat, or telephone - with response times aligned to business impact and matched to your plan level.
Customer Success Webinars
Regular module-specific webinars designed to help you get the most out of your HR software investment, featuring advanced tips, new features, and optimisation strategies.
Exclusive Customer Events
Invitations to customer events, user groups, and networking opportunities where you can connect with peers, share experiences, and influence our product roadmap.
Continuous Product Evolution
We listen to customer challenges and incorporate solutions into product development, meaning your feedback helps improve the experience for our entire customer community.
Support You Can Count On
24/7 Support
Help Centre 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
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 Lead Technical Support Engineer work?
Premier Success Plan customers get a Lead Technical Support Engineer who will service complex and critical cases. Simple how-do-I queries and Service Requests will be triaged to our Premier team wherever possible for a faster response. This allows your Technical Support Engineer to focus on resolving your business-impacting queries promptly.
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. If you’re an existing PeopleXD Evo customer, you can discuss this with your Account Manager or Customer Success Manager. Otherwise, we will discuss this with you as part of your new contract.
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 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. Our embedded AI Digital Assistant is ideal for quick how-to questions that don’t require deep system knowledge.
What are Success Days?
Success Days give customers dedicated time with our experts to help achieve specific business outcomes faster. These can include training, optimisation sessions, or strategic planning workshops tailored to your needs.
A great implementation team!
Building our new IPS system for CareCo has been a steep learning curve for my HR team. However, our values at CareCo are Lend a Hand, Lead with Hear…
Well Worth The Time!
Experienced consultant guiding through some difficult topics. I found it valuable for my own role and can easily identify clear business wins after a…
The project management team at Access…
The project management team at Access have been excellent. The meticulous planning and support for our implementation has been first class. Whether t…
Knowledgeable consultant
Knowledgeable consultant. explained everything in detail and asked for questions regularly throughout the session.
People XD Implementation. I have experience of implementing many…
I have experience of implementing many HR and Payroll systems during my career with many different suppliers. I can honesty say that my experience of…
Basic Insights Centralised Training
Very detailed, insightful training.
Great Training Course for Beginners
The training was pitched correctly to the target audience, comprehensive and covered exactly what I needed. I have conquered my fear of Insight! Th…
Thank you
A very helpful operative on the phone and quick responses to my problem.
very professional and helpful
very professional and helpful
Collaborative throughout
I have been working with The Access Group for just over a year on an HR transformation journey. My primary contacts throughout this process were John…
John Crowley, Access Project Manager
Assigned John Crowley as PM supporting implementation of PeopleXD in the National Ambulance Service. We found him to be extremely professional and ap…
Peter is always professional and very…
Peter is always professional and very knowledgeable. He is always engaged and very nice to work with and I am really pleased he was a part of this p…
Clear and precise Remote Help
Vlad gave clear and precise instructions for me to follow to resolve the minor problem I had. Would definitely recommend Access.
Customisation support
We have recently used ACCESS to go live with a new module in SelectHR to support our employees and managers. The custom build process was really supp…
Great support provided
Steve has helped us with a major issue that we have been facing in closing absences which already has a paid upto date on SelectHR. He has been very …
Steve was very responsive
Steve was very responsive, nothing was too much trouble, and he was very easy to work with.
Great relationship
Steve has worked very closely with us to meet, and deliver, our requirements, guiding and advising us on the best solution. Steve is great to work w…
Joe Finnigan provides excellent support…
Joe Finnigan provides excellent support to our HR project with Select HR. He is very knowledgeable on the system.
Steve Lennon - Developer Legend Strikes Again
I have been working with Steve for over a year now and if Steve says he will do something or get an answer you can rely on him to deliver. Nothing i…
Ready to transform your HR experience?
HR software brochure
Find out how our HR software can help you achieve your business goals.
Schedule your demo
One of our HR software experts will be in touch to build a demo with the features you need to see.
Watch 4-min demo
Explore the features and benefits PeopleXD Evo offers in our 4 minute video.