Technical support related to Payroll issues and the Pro-Pay software is provided directly by Paysoft, Inc.
For any other type of support see help topic:
Technical Support- 3rd Parties
To Submit a Technical Support Incident go to:
Pro-Pay Main Menu
Utilities
Submit technical Support Incident
TECHNICAL SUPPORT POLICY
As of May 2006
Incidents related to SOFTWARE BUGS (category 6 below) ARE FREE OF CHARGE
However a charge of $75.00 PER 30 MINUTES INCREMENT OR PART, of our staff’s time, will apply on any
technical support request related to categories 1 through 5 below, for A MAXIMUM OF150.00. If more
time is required, you will be notified.
1) GENERAL QUESTIONS ABOUT PAYROLL: The answers to these questions can be found in the Employer’s Tax Guide,
or the other various state publications. We will assess a charge to answer these questions.
2) QUESTIONS ABOUT THE Pro-Pay SOFTWARE: Many of the questions we receive are already answered in the
HELP Menu. If the answer you seek is already in the HELP Menu, a charge will be assessed. However, if the
answer is NOT in any of the HELP menus, we will be more than happy to assist you at no charge.
3) USER-RELATED PROBLEMS: Some problems may be related to user input. Paysoft, Inc has no control over the
quality of input by the individual user. In these cases, it is very time consuming for Paysoft, Inc to
review the data files and try to determine the source of the problem. Therefore, a technical support fee
will be charged to review the files and try to fix the problem.
4) COMPUTER HARDWARE, OPERATING SYSTEM ISSUES & NETWORK PROBLEMS:
For these problems you need to contact your IT person or your Network Administrator. If you do not have a
Network Administrator, or one is unavailable, and we are able to assist you, a technical support fee
will be charged.
5) TRAINING: Due to the LOW COST of our software, we are not staffed to offer personalized training
to our new clients, or new employees of our clients.
6) SOFTWARE BUGS: If the problem is such that REQUIRES A SOFTWARE CHANGE, it is a SOFTWARE BUG.
In these cases, NO TECHNICAL SUPPORT CHARGE WILL BE ASSESSED. The problem will be fixed and
an update will be made available as soon as possible.
Thank you for using Pro-Pay!
Paysoft, Inc.
Paysoft, Inc reserves the right to change its support policy at any time without notice.