Customer Support
Resolve issues quickly and get back to business.
The PrismHR support team is staffed with subject matter experts to help you resolve issues so you can focus on delivering great client service and running your business.
Our experienced team is highly trained in key functional areas including payroll, benefits administration and enrollment, onboarding, talent management, and reporting. And we understand what it’s like being in your shoes—many of our support staff worked previously at a PEO and/or ASO.
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Largest Customer Support Team
in the Industry
Our team of more than 50 problem solvers has your back when you have an issue. And with specialists covering 20+ subject areas, you can receive a quick resolution and get back to work.
Customer Success Manager
Every PrismHR customer is assigned a Customer Success Manager whose focus is to help you get the most value out of the technology and connect you with the resources and partners who can help your business thrive.
Resource Center & Knowledge Base
We believe support is more than being reactive. That’s why we continually create guides, how-to articles, webinars, and best practices to proactively help you be more productive and informed.
Customer Community
Join an active forum for collaborating and sharing best practices with your peers and the PrismHR team. Ask questions and get answers on more than 20 topics, from Accounting to Year-End Processing (and everything in between).
Contact us to learn more about our support plans.
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Support Plans
In addition to standard support, PrismHR offers subscription plans for customers who want an even more personalized support experience. Compare options to find the right plan for you.
Standard
(included with PrismHR subscription)
Unlimited Support Requests
Dedicated Customer Success Manager
Resource Center & Knowledge Base
Customer Community
Priority
Unlimited Support Requests
Dedicated Customer Success Manager
Resource Center & Knowledge Base
Customer Community
Direct Access to Tier 2 Support
Cases are routed automatically to PrismHR Tier 2 support (SMEs) who cover 20+ specialty areas
Extended Support Hours
Reach Tier 2 support 13 hours a day (Monday – Friday, 8 a.m. – 9 p.m. ET) (Standard Support coverage ends at 7 p.m. ET)
Office Hours Sessions
Get advice from the Tier 2 support team during office hours-style sessions
Support Case Reviews
Regular check-in with a Support Team Manager to review open issues and case metrics
Premium
Unlimited Support Requests
Dedicated Customer Success Manager
Resource Center & Knowledge Base
Customer Community
Direct Access to Tier 2 Support
Cases are routed automatically to PrismHR Tier 2 support (SMEs) who cover 20+ specialty areas
Extended Support Hours
Reach Tier 2 support 13 hours a day (Monday – Friday, 8 a.m. – 9 p.m. ET) (Standard Support coverage ends at 7 p.m. ET)
Office Hours Sessions
Get advice from the Tier 2 support team during office hours-style sessions
Support Case Reviews
Regular check-in with a Support Team Manager to review open issues and case metrics
Dedicated Slack Channel
Get the quickest possible response to your questions in a Slack channel monitored by our Tier 2 Support team
Fastest Response Time
30-minute response SLA for Work Stoppage and High Priority issues