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Customer care,
the Ciphr way

For those who make work work better

Software breaks. Questions pile up. Payroll deadlines don't wait for a fix. What matters is what happens next: how fast someone answers, whether they tell you the truth about timelines, and whether they follow through. That's what customer care means at Ciphr. Not a department. A promise we keep from the moment you raise a query to the moment it's resolved. Here's how we look after you, how we measure our service levels, and what you can expect from us. 

We're committed to service excellence

Our commitment to you

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

 

Be responsive

We acknowledge your query fast and keep you updated until it's closed

Be transparent

You get clear timelines, clear priorities and a clear next step, not vague reassurance.

Be reliable

We do what we say we'll do

Use the Customer Care Portal to log tickets

One portal, every request

All communications, from support queries to CXM requests and additional service needs, go through the Customer Care Portal. Its 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.

Go to the Customer Care Portal

What happens when you raise a ticket

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

You raise a ticket

The Customer Care Portal is open 24/7, so you can log a query the moment it comes up. Our AI agent checks it right away: it uses our knowledge base to answer common questions immediately. No queue, no wait

We acknowledge your ticket

If your query needs a human agent, we confirm the priority level within your SLA response window and tell you who owns it. Because the AI agent has already gathered the follow-up details, error messages and systems affected, your human agent begins to diagnose and solve your issue straight away

We investigate and communicate

You'll get 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 confirm the resolution and ask for your feedback. If the issue was complex or happened more than once, your customer experience manager may check in to make sure everything still works as expected

Our AI agent starts working to resolve your ticket straight away

Smart triage. Real support, when you need it

We start working to resolve your support ticket as soon as you raise it. Our AI agent takes the first look, and a support agent gets involved whenever it’s needed. We make our support timelines clear so you always know where your ticket stands. 

Human experts are on hand at any time

Ask for a person, any time

You're never limited to the AI agent. At any point, say you'd like to speak to someone, and your ticket moves to a human agent along with all the information the AI agent has already gathered. You won't need to repeat yourself. 

Feedback improves our service

Your feedback makes our service sharper

Every real interaction adds to the AI agent's knowledge base, and the feedback you give in step 4 is what shapes it. Your feedback helps us spot the gaps, sharpen the answers and improve the experience for the next customer who asks the same question. Tell us how your experience was, so we can make the AI agent even more effective.

We're transparent about known issues

We’re transparent about known issues

Transparency is a cornerstone of good support. That's why we've added a list of known issues to the customer care portal. Live now for HR & onboarding, LMS and iRecruit, with payroll to follow.

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, once confirmed
  • Status updates

Visit the known issues site

How the Known Issues site helps you

Reduces duplicate tickets

Check whether an issue is already known before you raise a new query

Builds 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

Delivers quicker answers

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

Keeps everyone aligned

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

Most customers rate our support positively

How we measure ourselves

We track customer satisfaction (CSAT) on every support interaction, because your feedback shapes how we improve. After every ticket we resolve, we ask you to rate the experience. Scores reach our customer care leadership team every week, and the trends reach the wider business every month, to drive continuous improvement.

What our CSAT data tells us

Most of our customers rate their support experience positively. We analyse every piece of feedback to identify patterns and opportunities. Where scores dip, we investigate why and act on it, whether that means more training, a process change or a product fix.

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

Response times and SLAs

We prioritise cases based on business impact and how many people they affect. Our service level agreements (SLAs) set clear targets for how quickly we respond to and resolve different types of query.

How we prioritise support requests

 Priority   What it means What to expect 
 Critical   A system-wide outage, or a major function down with no workaround, hitting multiple users Our fastest response and resolution target, with regular status updates until it's resolved  
 High   A significant feature impaired, or a key workflow blocked, for one or more users A 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

 

About your Ciphr support team

Your Ciphr support team

Pod teams

Dedicated teams of 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

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

Your CXM is your main point of contact

Your customer experience manager 

Every customer experience manager (CXM) at Ciphr has a product or technical background, so they understand your challenge from the inside. They’re here to:

  • Improve your overall experience of using Ciphr software and working with us
  • 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 have a dedicated CXM or access to our wider CXM team, so every customer gets the right level of support.

FAQ: Ciphr customer care