Contacting Preceda Support

There are three ways you can contact Preceda Support, mainly, through the Preceda Community portal.

 

1. Preceda Community Portal (Recommended) - https://apjcommunity.dayforce.com/s/cases

You can access the Preceda Community via URL https://apjcommunity.dayforce.com, setup for all authorised contacts.

What You Can Do

Preceda Community allows you, among many others, to:

  • create a case
  • view all your open and closed cases
  • view Knowledge Articles to help you with your queries/concerns
  • access our Preceda Knowledge Base
  • view your open and closed product items
  • communicate directly with the support team via post in the case

 

Information Helpful to Us

When creating a case, please provide as much information as possible. For example:

  • explanation of your problem
  • employee ID and or user name the issue pertains to
  • error message or screen shot of error
  • database name
  • environment name
  • what screen you are on
  • copies of reports

 

 

2. Phone -  AU 1300 766 343 (Option 1) | NZ 0800 799 132

The Support Consultant will manually create a and generate an email advising of the case number. Priority is determined at this point.

 

3. Email - precedasupport@dayforce.com

A case is automatically created and work-flowed to our queue, and an email is automatically generated advising of the case number. This email is confirmation that the case has been created.

All cases created by email are default medium Priority 3.

 

 

We encourage any high priorities to be logged via the Community or by phoning in.

 

 

We use our best endeavors to exceed and meet the below response times.

Priority Description Response Time
1

Critical Production Failure

  • where the production system has failed and a critical processing function, such as a pay calculation is unusable or business critical report
1 Hour
2

Non-Critical Failure

  • where a function such as enquiry or reporting has failed
4 Hours
3

Intermediate Problem

  • general enquiry and where a function has failed, but a work around is possible
24 Hours
4 Minor Problem 14 Days

 

 

If you wish to escalate or discuss a support matter, please feel free to contact us using this escalation path:

 

  • Monday to Friday
  • 7:00am to 7:30pm AEST (excluding National Public Holidays)

    For after-hours support, please discuss and arrange via your Account Manager.

 

Each organisation is responsible for authorising contacts to the Support Team. Authorised (Trusted Source) contacts are setup in our CRM database upon handover.

The process for authorising new staff ongoing is to raise a case with the support team providing:

  • Name
  • Email
  • Phone
  • Title
  • Identifying whether Payroll Primary Contact or not

 

  • Full Permission: Known as the Payroll Primary Contact. This person is our main contact who may contact the support team and in addition for sign off on data changes, approve new TSL's, escalation point, access to the companies cases online. Will receive all of our communications. There can be one, or many nominated Payroll Primary Contacts at any one organisation. This is decided by the organisation.
  • Limited Permission: This person may contact the support team and have access to the cases they raise only within the portal. This permission level is described as either Payroll, HR, Finance or IT and also drives our communications. It is up to the company how many are nominated for Limited Permission

 

Generally, it is only the Payroll Primary Contact that has full access to the portal and can view all the cases raised by the company. The organisation may decide to give full portal access to those deemed as Limited Permission.

 

 

Surveys: You will be surveyed upon case closure and will receive an email inviting you to participate. The survey is one quick question and your feedback is very welcome and valued.