Contact AAP Support
Please contact support by emailing all requests to support@aappayroll.com or you may call 843-851-2289.
Hours of Operation
Our product support team is available Monday through Friday from 8:30 am until 5:00 pm Eastern Standard Time to assist and advise our clients. Our well-trained and professional staff works closely with our clients to quickly answer questions, resolve issues and collect feedback for future product enhancements.
Technical Support
For a software application to function well, it must run on the proper hardware and equipment. To ensure continued success, the system should be maintained and updated over time in accordance with our recommendations. Our technical support staff works closely with our clients to properly configure and maintain their system, and achieve the best product performance possible.
Training
Quality training is an essential component of our overall product offering. Our initial training is designed to get our clients up and going quickly, and is carried out via the internet and at the client’s location. Ongoing training is always available, live or via the web, and can be customized to suit a client’s individual needs.
Mini-Training
Defined as requesting an answer or clarification about a process or procedure in Evolution that is not an open issue. For example:
- Questions about an involved Time Off Accrual
- GL setup questions
- Procedures for using an import
- Procedures for the input of special situations in an open payroll
Please email support to schedule a mini training of up to one hour at a time. Send as much information as possible, along with any questions you have. This will ensure the support rep will provide you with the information requested.
AAP Client Support Expectations
This page describes what clients can expect from support at AAP and what we request of our clients to ensure that the support process is as efficient and effective as possible.
From AAP
Clients can expect the following:
- Responses to you in a reasonable amount of time.
- Clear and concise responses.
From The Client
AAP Support requests the following:
- To send as much detailed information about your request as possible.
- Communicate with Support via e-mail support@aappayroll.com to follow up any request.
- Ensure that support is aware of the priority of your request
Priorities
Critical
Defined as the due date to the client is today for any one of the following:
- Tax Payments
- Direct Deposit and ACH transactions
- Payroll
Critical’s will be started within 15 minutes of being logged, this doesn’t mean that they will be resolved within the 15 minutes. If a support rep has not made progress with the issue within 30 min. It will be assigned to the appropriate department for further troubleshooting. An e-mail notification will be sent to the client with an update as soon as information is available.
High
Defined as the due date (for example, the check date) to the client is within 2 business days and one of the following is not working:
- Payroll Checks
- Direct Deposit
- Tax Deductions
- New Earnings or Deductions
AAP will work on high-priority issues before non-high-priority issues. AAP will strive to resolve the above issues in less than 1.5 business days after iSystems receives all of the pertinent data. AAP will also weigh the criticality of high-priority issues and resolve the most critical first.
Medium
Defined as any issue that does not meet the high criteria definition. AAP will work on medium-priority issues only when all high-priority issues have been addressed. If AAP is working on a medium-priority and receives a new high-priority issue, it will halt work on the medium-priority long enough to resolve the high-priority issue. It will work on medium-priority issues on a first-in, first-out basis. That is, we will work on them in the order in which we receive all pertinent information.
Enhancement/Custom
Defined as anything new or different. That is, it does not exist today or work the way a client thinks it should work.
