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Customer care,
the Ciphr way

We're here for the people who are here for the people.
And that includes you.

At Ciphr, customer care isn't a department. It's a promise. From the moment you raise a query to the moment it's resolved, our goal is to be responsive, transparent, and reliable. Dive into the details of how we look after you, how we measure our service levels, and what you can expect from us.

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Our commitment to you

Great HR software deserves great support. That's why we've invested in dedicated teams, streamlined processes, and a service model built around one objective: getting you the help you need, when you need it.

Every interaction with our customer care team is guided by three principles:

Be responsive: acknowledge your query quickly and keep you informed throughout

Be transparent: set clear expectations on timelines, priorities, and next steps

Be reliable: follow through on what we say we'll do

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Ciphr customer satisfaction scores

We track customer satisfaction (CSAT) across every support interaction because your feedback shapes how we improve.  

After every resolved ticket, we invite you to rate your experience. These scores are reviewed weekly by our customer care leadership team, and monthly trends are shared with the wider business to drive continuous improvement.

Here's what our CSAT data tells us 

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The majority of our customers rate their support experience positively

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We analyse every piece of feedback to identify patterns and opportunities

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Where scores dip, we investigate root causes and take corrective action, whether that's additional training, process changes, or product fixes

We're committed to publishing CSAT benchmarks on this page as part of our ongoing transparency efforts.

Watch this space.

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Ciphr response times and SLAs 

We prioritise support cases based on business impact and the number of affected users. Our service level agreements (SLAs) set clear targets for how quickly we respond to and resolve different types of queries.  

How we prioritise

 Priority    Description  What to expect 
 Critical   System-wide outage or a major function is completely  unavailable, affecting multiple users with no workaround   Fastest response and resolution target. Regular status updates until resolved  
 High   A significant feature is impaired, or a key workflow is blocked for one or more users  Prompt response with a clear plan of action and progress updates  
 Medium   A feature isn't working as expected but a workaround exists, or the issue affects a smaller group  Acknowledged promptly, and resolved in line with SLA targets 
 Low   A minor issue, cosmetic defect, or general question with no immediate business impact  Logged and addressed in priority order 

 

Setting expectations: what happens when you raise a Ciphr ticket 

We want every interaction to feel straightforward and predictable. Here's what the process looks like:

You raise a ticket

Via the Customer Care Portal, available 24/7 for logging queries

We acknowledge your ticket

Within your SLA response window, confirm the priority level, and let you know who's handling it

We investigate and communicate

You'll receive updates at regular intervals. If we need more information, we'll ask clearly and explain why

We resolve and confirm

Once your issue is fixed, we'll confirm the resolution and invite your feedback. If the issue was complex or recurring, your CXM may check in to make sure everything is working as expected

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Your customer experience (CX) manager 

All our customer experience managers (CXMs) have a product or technical background, so you can be confident they understand your challenge from the inside out. Their role is to:

  • Improve your overall experience with Ciphr
  • Make it easier for you to use our products effectively
  • Act as a point of escalation when you need one
  • Resolve issues more quickly and reliably


Depending on your tier, you'll either have a dedicated CXM or access to our wider CXM team — ensuring every customer receives the right level of support.

‘Known issues’ site is now live

Transparency is a cornerstone of great support. That's why we've launched a Known Issue site for the following platforms, available now through the Customer Care portal.

  • HR & onboarding
  • LMS
  • iRecruit
  • Payroll — coming soon

 

These pages give you a central place to check:

  • Issues we're already aware of and actively working on
  • Workarounds, where available, so you can keep moving
  • Expected resolution dates, when confirmed
  • Status updates as progress is made

 

How this helps you

Reduces duplicate tickets

Check whether an issue is already known before raising a new query

Improves confidence

We’re open about the issues we're aware of, and what we're doing about them, so we can set the right expectations

Provides quicker answers

If a workaround exists, you can start using it immediately without waiting for a support response

Keeps everyone aligned

Teams across the business have the same visibility as our support team, ensuring smoother, more connected conversations

Service improvements

How Ciphr is continuously improving 

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Here's what we're working on to make your support experience even better:

Pod team structure — dedicated teams of resources, each containing technical experts aligned to your sector, so you speak to people who understand your world

Smarter self-service — expanded knowledge base articles, in-app guidance, and eLearning content through the Ciphr Academy, so help is available any time

Known issues site — where you can check the status of known issues, find workarounds, and see scheduled resolution dates

Call-back options — log a ticket and request a call back from your pod at a time that suits you

 

FAQ: Ciphr customer care

Get in touch

Putting you front and centre

All communications, from support queries to CXM requests and additional service needs, should be submitted via the Customer Care Portal. The portal's drop-down options route your request to the right team without delay.

We're building a support experience that's as reliable and people-focused as the software itself. Your feedback drives every improvement we make, so keep it coming!

Customer Care Portal

Download our brochure

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