IRIS Payroll Professional Support Guide

IRIS Payroll Professional's structured support process is based on best industry support practices and ensures that your queries are handled as quickly and efficiently as possible, allowing you to get on with payroll.

Our Support Consultants combine Payroll experience with extensive product and process knowledge, to deliver high quality support to you. We know the pressures of business today are unrelenting and through continuous service improvement initiatives, we aim to develop our services in step with these demands. Being a pay roller is often much more than a full-time job and because of this, we make sure our support team are available to you throughout the full working day and even longer during busier periods.

We want to make it as easy as possible for you to contact us, so there are several options. Our support procedures mean that whichever you choose, your query will be handled in the same way and you will get a unique reference and access to knowledgeable payroll professional support consultants.

Email: payroll-support@iris.co.uk
Phone: 01273 715300
Online Portal: Contact Support to set your login details for our Client Portal.

Our address is:

IRIS Payroll Professional
Imperial House
40/42 Queens Road
Brighton
BN1 3XB
Our phone lines are open Monday to Thursday from 9am to 5:30 pm, Friday from 9.30am to 5pm.

The online portal allows customers to log and track support issues 24/7, 365 days of the year, all issues are allocated an issue number and are routed to our support system and consultants in exactly the same way as phone and email reported issues.
Our Support team is happy in assisting you, however answers to many of the common questions can be found in our Online Portal.  We also recommend that you ensure you have downloaded and installed the latest version of our software.
For IRIS to analyse and resolve problems, you will need to provide us with the following information:

• Your company name, site name and customer reference number
• Your name and the telephone number where you may be reached
• A detailed description of the problem
• Details of your configuration, such as server operating systems, office version
We are committed to resolving all incidents in the fastest available timeframe while maintaining the highest quality.  You need to provide us with enough information to replicate the incident within Customer Support.

• We deem a problem resolved when:
• We have provided a workaround
• We have agreed to log an enhancement
• We identify the incident is a known problem
• You tell us that the problem is fixed
• The problem is not found to be due to any error in our products
• The problem is found  related to an unsupported third-party application
Data protection is at the heart of our operations, so any transfer and retention of client data to aid the support process is subject to our strict information security policy which is certified to ISO27001. Information security management system is supported by our top leadership, incorporated in our culture and strategy and constantly monitored, updated and externally reviewed.
Regular customer surveys keep us informed of the issues that matter to you most. In response, we have embarked upon a continuous improvement program and have changed our support opening hours during the busiest times in the payroll year. The customer surveys don’t just inform our service delivery but also provide valuable insights into how IRIS Payroll Professional evolves.

We’re listening to you!