Getting Support
How to raise a support ticket from any console or the kiosk, what each severity means, and the response times, including P1 cover every day of the year.
Overview
Tickets, with a reference and a clock.
Every console has a Help & support page where you raise a ticket with TempClock support and follow it. You get an email straight away with a reference such as TC-000123, the severity and the first-response target. You can also email support@tempclock.com; quote your ticket reference if you have one.
Raising a Ticket
From the agency console, client dashboard or portal.
Open Help & support
Go to /admin/support.php (agency console), /manage/support.php (client dashboard) or /portal/support.php (client portal) on your TempClock address.
Describe the problem
Open Raise a ticket. Give a Summary, choose a Category (clocking or kiosk, payroll or Sage, timesheets or approvals, access or login, billing, data protection request, or other), the site if it is about one, and the severity. Describe What is happening?
Send
Click Send to TempClock support. Your name, the site, the system and your browser details are added automatically.
Severity and Response Times
Response means the first reply from a person.
| Severity | Meaning | First response | Fix or workaround |
|---|---|---|---|
| P1 Critical | Clocking has stopped at a site, the system is unavailable, or you suspect a data breach. | 30 minutes from 07:00 to 22:00 UK time, 2 hours overnight (22:00 to 07:00), every day | 4 hours from the response |
| P2 High | A major function is not working (for example payroll export, approvals, or one kiosk down at a site with several) and there is no workaround. | 2 business hours | 1 business day |
| P3 Normal | A minor fault, or there is a workaround. | 1 business day | 5 business days |
| P4 Question | A question or a request. | 2 business days | Not applicable |
Business hours are Monday to Friday, 08:00 to 18:00 UK time, excluding England and Wales bank holidays. A P1 alerts the TempClock on-call team straight away, whatever the time, and keeps alerting until someone picks it up, so please use it only for the situations above. The P1 first response target depends on when you raise it: 30 minutes from 07:00 to 22:00 UK time, and 2 hours from 22:00 to 07:00. The fix or workaround target is 4 hours from the response.
Following a Ticket
On the same page.
From the Kiosk
Report an issue at the tablet.
The kiosk has a discreet Report an issue button. A worker or supervisor picks a reason and adds a note, and the kiosk sends it with its diagnostics (connection, camera state, recent errors and app version). It becomes a ticket for your agency and TempClock.
If Clocking Stops
Nobody has to stop working.
Know who turned up, and pay every hour right.
Face-verified clock-ins, live geofencing and payroll-ready timesheets in one system. Tell us how your shifts run and we will show you how it fits.
App hosted in the UK · Onboarding led by a pilot site · No app needed to clock in