Helpdesk and training fair use policy
SmoothPay is proud to provide extraordinary service in support of it's products, and charges a reasonable annual subscription fee for that service - and we rarely charge extra for going beyond the call of duty.

However,
your subscription does not cover:
  • repeated training of staff
  • training in basic office procedures
  • training in basic computer operation (e.g. windows/mac shortcuts, using the TAB key correctly instead of clicking when completing forms, locating files and folders, using a browser) etc.
  • assistance with internal (to your location) issues such as networks, printers, internet connectivity issues, firewall and security issues or other technical issues that should be the domain of your IT support
  • customisation of the software
  • repeated calls about the same topic
  • assistance with non-compliant leave accrual methods
  • transfer of data from/to other products, including online services
  • support provided when TeamViewer access is denied

Our
Learn section and Help articles provides guides for many of these issues, and users are expected to make use of the documentation, training data and release notes to ensure they have a comprehensive knowledge of their payroll software.

Payroll administration is a specialist career choice and trainees are expected to have a basic understanding of the legislative framework and standard payroll and office procedures. We encourage users in NZ and Australia to take up a member subscription with TAPS who offer in-depth payroll training and advice (not related to operation of goPayroll).

SmoothPay reserves the right to charge for time at our standard hourly rate to cover costs associated with helpdesk usage outside normal parameters ($145/hr as at 1 Feb 2016, plus GST where applicable).