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Phase 3 – Service Level Agreement and Customer Support

Phase 3 offer Our Support Teams to support your project and service delivery when you need it. Our teams aim to offer enhanced support at all stages of your customer journey with us.

Support Availability

Support is available Monday – Friday from 9am – 5.30 pm, excluding bank and public holidays.

Contact our support team by telephone on 0800 321 3032 or by email at

Our team will aim to respond to all queries within 2 hours, for urgent escalations contact your dedicated account contact.

For customers who require managed services (in addition to software support) this can be purchased for a small additional charge.

In Application Support

Within the payroll software there are full user guides available to download and supporting videos in each area of the system – choose the help function to see these videos and guides.

Our Service Standards

We expect our services to be available to our customers 24 hours per day, 7 days per week. In the event that you are unable to access your services:

1 – Raise a support query to or call 08003213032

2 – Our Team will triage the incident and will assign a priority based on the severity of the incident

3 – Our team will respond within 2 hours (maximum) with updates or resolutions. Where the service is rendered inoperable to any user the response time shall reduce to 1 hour.

For development requests (i.e. items which fall outside of UK Legislation or the remit of the functionality offered) a change control process will be adhered to. To request a development request:

1 – Raise a Development request to or call 08003213032

2 – Our Team will determine with you the priority for the development

3 – Our team will respond within 2 days with the costs associated with any development and an agreed timescale based on your priority.

Want to know more? Call us on

0800 321 3032

Or email us on