Policies | Software Services | Equipment Services

Product Coverage

For each installation, Customers must purchase the same software support service type for all software and must purchase the same equipment support service type for all equipment of the same type.The latest Supported Product List is available at https://community.kronos.com/s/article/How-To-Find-Support-Information-for-your-Kronos-Product. Please note: you must be logged into the Kronos Community to access this link.

Workforce Central suite
Kronos only provides service releases for the current release and the two immediately prior releases of the Software. We currently publish new releases every twelve to eighteen months. Resolution of an issue may require that you upgrade to the current release of the Software.

For Workforce Payroll, when service releases are no longer provided Kronos will provide two quarterly legislative updates to provide you with additional time to upgrade.

Workforce Analytics (WFAN) — supported components include:
All procedures and Database Objects associated with the Workforce Analytics databases.
All WFAN for Healthcare Reports accessible through the "WFAN Advanced Reporting" link from the SharePoint Home Page that were delivered through the Core Product.
All Analysis Services Cubes found in the Workforce Analytics databases.

Kronos iSeries Central suite
Kronos only provides service packs for the current release and the two immediately prior releases of the Software. Resolution of an issue may require that you upgrade to the current release of the Software.

Timekeeper Central
Kronos only provides "defect repairs" for the current release of the Software.

Kronos defines Version, Release, and Service Release as follows:
Version: A software product upgrade that includes major new features or functionality.
Release: A software product upgrade that includes minor new features or functionality.
Service Release: One or more defect repairs bundled into a single update. Service releases are cumulative - Service Release N will, at minimum, include all of the changes delivered in Service Release N-1.
The software product hierarchy is: Version . Release . Service Release

Updates

Customers electing to undergo a major platform upgrade migration (i.e. from Timekeeper Central to Workforce Central suite) are required to purchase the licenses to the new version at the applicable license fees.

Support Exclusions

Support service does not include service to the Software resulting from, or associated with:

Additional On Premise deployment exclusions:

  1. Customer's improper use, management or supervision of the Software or other failure to use the Software in accordance with Kronos' specifications; or
  2. Customer's repair, attempted repair or modification of the Software without prior authorization from Kronos; or
  3. Customer's use of the Software for purposes other than those for which they are designed or the use of accessories or supplies not approved by Kronos; or
  4. Customer's end user computer or operating system malfunctions; or
  5. Services required for application programs and/or conversions from products or software not supplied by Kronos; or
  6. Reprogramming, including reconfiguration of the Software or the rebuilding of Customer's database.
  7. Any cause external to the Software including, but not limited to, electrical work, fire, flood, water, wind, lightning and transportation, or any act of God; or
  8. Customer's failure to continually provide a suitable installation environment as specified in Kronos' specifications.

In addition to the Support exclusions above the following Services are NOT covered by your Kronos Support Service Agreement and are subject to the applicable Kronos Service rates.

Additional On Premise deployment exclusions:

  1. Configuration Changes, Reprogramming, New Programming such as, but not limited to, Work Rules, Pay Rules, Accrual Rules, Profiles,Dashboards and Fields
  2. Creating New Schedules
  3. Terminal Programming and Cold Start
  4. Pay Period Changes
  5. Programming, modifying, implementing, training or troubleshooting the following:
    1. Data integration interfaces (i.e. Connect, Integration Manager, Analytics)
    2. Custom Reports
    3. Custom Application extensions
  6. Editing Process Manager templates and creating new templates
  7. Installing or reinstalling Applications such as, but not limited to,
    1. Adding a Workstation
    2. Moving the Application
  8. Custom Reports or Custom Application Extensions
  9. Implementation or configuration services related to upgrading product such as, but not limited to,
    1. Software implementation
    2. Porting custom software (i.e., reports)
    3. Change management
    4. Training
    5. New functionality deployment
    6. Application interfaces
  10. Service to Kronos custom software is not provided, unless otherwise specified on the applicable Order Form for such custom software.
  11. Importing new data i.e. from acquisitions or purchasing of another company.
  12. Installing or reinstalling Applications such as, but not limited to,
    1. Reinstalling following a Hard Drive Crash
    2. Service Release
  13. Database Administration Maintenance or Services such as, but not limited to,
    1. Database scripts
    2. Writing or customizing database scripts for data reporting and/or retrieval
    3. Performance Tuning
    4. Sizing
    5. Disaster Recovery
    6. Database backup strategy and/or setup
  14. Establishing a Non-Production Environment such as, but not limited to,
    1. Test environments, i.e., application servers, database servers
    2. K-Demo
  15. Troubleshooting Environmental Issues such as, but not limited to,
    1. Operating System
    2. Network Issues
    3. Firewalls
    4. Servers
    5. Workstations
    6. Single Sign On
  16. Load balancing configuration
  17. Virtual server configuration

Support Discontinuance — End of Service Life

Kronos may discontinue support for the Software upon 30 days written notice to Customer, or at the anniversary date of the relevant Agreement, whichever is longer. Applicable credits will be left on the account to be applied against any future invoices.

Reinstatement of Support Services

In the event that Customer allows Software or Equipment support services to lapse or if Customer did not originally purchase Software or Equipment support services and wishes to reinstate or procure such services, Customer must pay (i) the support services fees at list price for such lapsed or unprocured time period for when the products were not on support; and (ii) the annual support services at the then current list price for the applicable product(s), plus twenty per cent (20%) of the support services fees.

Service Coverage Period

Local* business hours, Monday through Friday, excluding Kronos holidays, with access to Kronos' technical support staff — Gold or Gold Plus Support. *Please check with your Support Center for the specific business hours of coverage at your location.

Support Services groups:

Australia    8:00 a.m. - 8:00 p.m. local time
Canada 8:00 a.m. - 8:00 p.m. local time
China 9:00 a.m. - 6:00 p.m. local time
India 9:00 a.m. - 6:00 p.m. local time
Mexico 9:00 a.m. - 6:00 p.m. Mexico Central Standard Time
UK 8:00 a.m. - 8:00 p.m. UK time
US 8:00 a.m. - 8:00 p.m. local time

24 hours a day, seven days a week, 365 days a year, with access to Kronos' technical support staff — Platinum or Platinum Plus Support

 

Priority Based Support

Kronos provides support on a "priority" basis. As such, customers with the most critical request(s) will be serviced first. Kronos Global Support has set up the following guidelines to assess the priority of each service request:

High Priority: A critical customer issue with no available workaround where the system or a module may be down, experiencing major system degradation, data corruption or other related factors resulting in the customer not being able to process their payroll such as:

  • Unable to sign-off Time Cards
  • Totals are not accurate
  • Unable to collect punches from terminals
  • Unable to access a critical application function such as scheduling
  • Cloud outage

No workaround is available.

Medium Priority: A serious customer issue which impacts ability to utilize the product effectively such as:

  • Intermittent or inconsistent functionality results or data accuracy - accrual balances not matching pay codes but balances are accurate
  • Data display inaccuracies or inconsistencies across multiple tasks
  • System performance is inconsistent or fluctuates

A workaround is available.

Low Priority: Non-critical problem generally Use and Usability issues and or "how to" questions such as:

  • How do I set up a holiday pay rule?
  • How do I run a report?
  • How often should database maintenance be executed?

A workaround is available on the Kronos Community.

 

Response Time

Response time shall mean from the time the case priority is set by Kronos' Support Center until a Kronos support representative contacts the Customer to begin service. Kronos utilizes a priority based support focus. Customers with the most critical request will be serviced in accordance with the following guidelines:

Priority Gold Platinum
High 2 hours 1 hour
Medium 4 hours 4 hours
Low 8 hours 8 hours

All response times are business hours.

The above are only guidelines and may be modified, for a particular incident, based on joint agreement between the customer and Kronos.

e.g., If a Gold support customer's case is logged at 4:55 p.m., local time, with a "Medium Priority" designation, Kronos would respond before 8:55 a.m., local time, the next business day (Monday - Friday for Gold Support customers).

 

Critical Outages

Kronos Global Support will provide continuous effort on all high priority events through either bug identification, the development of a workaround or problem resolution. If this effort goes beyond normal hours, the case may be passed to the after hours team or to the mission critical support engineer on duty. On-going continuous effort may also be dependent on the customer's ability to provide a resource to work with the Kronos Global Support engineer during this period. Support outside the scope of the services agreement is billable.

 

Technical Escalation

Our case resolution process is a Team based approach structured around specific products of the Application suite and staffed by Support Engineers covering the full spectrum of skill sets and technical expertise. The Teams are empowered to dynamically apply the appropriate resources to a case based on severity and complexity to ensure the fastest resolution time possible.

The Teams are also integrated with the Development Engineering staff and engage their assistance and technical guidance when necessary and/or directly escalate depending on case severity and time to resolve considerations.

For situations that contain multiple cases an Account Manager may be assigned to act as a single point of contact and communication regarding case resolution status, action plan development, resource integration and implementation co-ordination. The Account Manager remains engaged until the situation has been successfully remediated.

 

Management Escalation

Customers may, at any time, ask to speak to a Kronos manager if they experience dissatisfaction with the level of service received with respect to a specific case or service in general. To contact a Kronos Global Support manager, please telephone your Kronos Support Services center and ask to speak to a manager. Phone numbers are listed on the Kronos Community at https://community.kronos.com/s/article/ka361000000ACDuAAO/KB13193 .


Policies | Software Services | Equipment Services


Software Support Services and Features

Kronos provides different levels of support offerings through our Platinum Plus, Platinum, Gold Plus, and Gold support services.

 

Platinum Plus Support Service

Platinum Plus Support customers have access to the same features as the Platinum Support customers and access to the Technical Account Manager (TAM). The TAM is a seasoned service professional that will draw upon a vast knowledge of Kronos products and services to provide you with proactive, consultative expertise. For Platinum Plus customers, a TAM is available 24 hours per day, 7 days per week. Platinum Plus customers can designate 5 named contacts, and also enjoy one on-site visit per year.

 

Platinum Support Service

Platinum Support customers have access to the same service features as Gold Support customers and the following additional entitlements:

  • 24 x 7 x 365 telephone access to Kronos Global Support
  • Access to Senior Support Engineers
  • Response time of 1 hour or less for High, 4 hours or less for Medium, and 1 business day or less for Low Priority calls.

Platinum Support customers also have the option of upgrading to Platinum Plus.

 

Gold Plus Support Service

Gold Plus Support customers have access to the same features as the Gold Support customers and access to the Technical Account Manager (TAM). The TAM is a seasoned service professional that will draw upon a vast knowledge of Kronos products and services to provide you with proactive, consultative expertise. For Gold Plus customers, a TAM is available from 8:00 a.m.-8:00 p.m., local time, Monday-Friday. Gold Plus customers can designate 2 named contacts.

 

Gold Support Service

Gold Support offers a very well-rounded support program. Included is free access to Kronos Global Support from 8:00 a.m. to 8:00 p.m. local time, as well as the following entitlements noted below. Gold Support customers also have the option of upgrading to Gold Plus.

Search (Available to all Support Agreement customers through the Kronos Community)
The Global Search on Kronos Community searches for the following data types* and the Topics area provides Basic and Advanced searching by product.

  • Knowledge base
  • Documentation (Manuals and User Guides)
  • Service releases
  • Groups
  • Cases
  • Technical Advisories and Technical Insiders

*Access to data sources is limited by type of support service.

Technical Advisories (Available to all Support Agreement customers)
Kronos Global Support Center personnel are a valuable source of knowledge and experience. That's why we give you access to the same vast repositories of information that they use. You have access to these technical alerts located on the Kronos Community. Please sign up for Alert Groups in the Kronos Community to get notified of the release of new technical advisories and other important production information.

Learning Quick Tips (Available to Gold and Platinum level customers)
Enjoy the convenience of web-based, self-paced recorded training modules for your Kronos application. These training recordings are short in duration and you can take them anytime and anywhere that you have access to the Web.

HR and Payroll Answerforce (Available to Gold and Platinum level customers)
HR and Payroll Answerforce enables you to facilitate communication between employees, managers and HR professionals. It provides managers and employees with current HR information they need to make effective decisions. Experience an award-winning user interface which delivers up-to-date human resources, employee benefits, compensation, employment and regulatory information directly to your desktop.

Interactive Forms (Available to Platinum level customers)
Instant access to a comprehensive and easy-to-use library of HR and Employment & Payroll Tax forms and instructions. You can access, fill out, save, print, and maintain over 730 HR forms and 2500 Payroll forms.

Service Releases (Available to all Support Agreement customers)
Kronos Support Services entitles all customers who purchase a support agreement to the latest available product version upgrades, updates and enhancements, and documentation released during the agreement period, from the Kronos Community. Protecting your investment is where our coverage for you begins as you embark on your journey to increased knowledge and improved business performance.

This service feature entitles you to the latest available product releases, updates/patches and legislative updates for the Workforce Payroll™ module. For many products, the latest support releases (service releases) or legislative updates are posted on the Kronos Community for you to download and install. Please sign up for Alert Groups on the Kronos Community to get notified of the release of new service releases.

Knowledge Base (Available to all Support Agreement customers)
Accessed by our customers thousands of times per month, this online database currently contains thousands of answers to questions about Kronos products. Type in a question and the knowledge base suggests a solution. It is tightly integrated with our Global Support case management system and captures the real-world experience of our support engineers. The knowledge base is constantly updated. When our support engineers encounter and resolve new situations, they can automatically submit new solutions to the knowledge base.

Case management (Available to all Support Agreement customers)
For your convenience, we give you direct access to our electronic case management system. Make your own notes to help explain what you are encountering. Your case is formally assigned a number and subject to all the normal tracking and routing mechanisms. Cases are reviewed Monday-Friday, during the business hours of your Kronos support center, excluding Kronos holidays. Should you require assistance outside the described hours, please telephone your Kronos support center.

Documentation (Available to all Support Agreement customers)
Online access to documentation for most of Kronos' products, for example:

  • Installation guides
  • Configuration guides
  • Database administrators guides
  • User guides
  • System administrators guides
  • Database views reference guides.

 

Groups (Available to all Support Agreement customers)
Groups provide a unique opportunity to connect with other Kronos customers and to benefit from their real-world experiences. Organized by product platform, industry and special interests, Groups allow you to post questions or provide advice to someone else's query. A chance to go beyond simple product "how to," many customers have commented on how groups have helped them gain a broader understanding of how to leverage their Kronos applications.

Remote Support (Available to all Support Agreement customers)
A web-based screen-sharing application that enables Kronos to support you by empowering our support representatives to remotely view your computer. By connecting through the Internet or via intranets and extranets, support representatives will work in real time with your users and quickly escalate to desktop sharing, which features mutual mouse and keyboard control and whiteboard capability.

Per-event Software Service

On premise Customers seeking support outside their service coverage period or Services that are not covered by your Support service or Customers without a Support Agreement on Active Product will be charged at the current Kronos hourly rate.

Day and Time (local time) Minimum Hours
Monday-Friday
8:00 a.m.-5:00 p.m.
2
Monday-Thursday
5:01 p.m.-7:59 a.m.
4
Friday-Monday
5:01 p.m.-7:59 a.m.
8

 

Conditions:

  1. Time billed is minimum billable hours and then one hour increments.
  2. The 8:00 a.m.- 5:00 p.m. minimum billable hours apply to software support calls received prior to 5:00 p.m. local time Monday-Friday.
  3. The response time for customers without a support agreement is within two business days.
  4. Customers with a Support Agreement receive a 50 percent reduction from the minimum amount of hours.
  5. Per-event rates are not discountable.


Policies | Software Services | Equipment Services


Equipment / Hardware Support Services

 

Depot Exchange Service

 

The premium hardware service option: Kronos ships a replacement unit on an advance exchange basis by next-business day delivery where available if request is received prior to 2:00 p.m. Kronos recommends that Depot Exchange customers procure the appropriate number of spare units to maintain adequate coverage while a unit is out of service.

How it works:

  • You contact Kronos to troubleshoot the problem. If unable to resolve the issue, you are issued a Return Material Authorization (RMA) Case number to return the unit to Kronos for repair.
  • You install your spare unit from your inventory.
  • Kronos ships a replacement unit on an advance exchange basis by next-business day delivery where available if request is received prior to 2:00 p.m.
  • Upon receipt of replacement, you send the terminal needing service back to the Kronos Equipment Services Center.

Availability:
Currently ONLY available in Australia, Canada, China, Mexico, New Zealand, and United States.

Conditions:

  • Batching (defined as 2 or more terminals) voids the turn-around time.
  • You will be charged Kronos' current time and materials rate for the installation (professional services) of any software or firmware upgrades, if available, and if requested.
  • Equipment Support Services do NOT include the replacement of consumables. In addition, Depot Support Services do NOT include the repair of damages, and Customer will not attempt to return damaged Product, resulting from:
    1. Any cause external to the Products including, but not limited to, electrical work, fire, flood, water, wind, lightning, transportation, or any act of God;
    2. Customer's failure to continually provide a suitable installation environment (as indicated in Kronos' published installation guidelines) including, but not limited to, adequate electrical power;
    3. Customer's improper use, relocation, packaging, refinishing, management or supervision of the Product(s) or other failure to use Products in accordance with Kronos' published specifications;
    4. Customer's use of the Products for purposes other than those for which they are designed or the use of accessories or supplies not approved by Kronos;
    5. Government imposed sanctions, rules, regulations or laws preventing the shipment of the Products; or
    6. Customer's repair, attempted repair or modification of the Products.
  • Terminals are warranted for 90 days from date of shipment.

This service includes access to equipment service releases / firmware updates available on the Kronos Community. Please sign up for Alert Groups in the Kronos Community to get notified of the release of new service releases.

 

Depot Repair Service

This service was designed for those who keep their own inventory of spare terminals and options.

How it works:

  • You contact Kronos to troubleshoot the problem. If unable to resolve the issue, you are issued a Return Material Authorization (RMA) Case number to return the unit to Kronos for repair.
  • You install your spare unit from your inventory.
  • You send the terminal needing service back to the Kronos Equipment Services Center.
  • Upon receipt of product, Kronos shall repair the product within ten (10) business days and return to you by regular surface transportation.

Availability:
NOT available from the Australia and China Support Services groups.

Conditions:

  • Batching (defined as 2 or more terminals) voids the turn-around time.
  • You will be charged Kronos' current time and materials rate for the installation (professional services) of any software or firmware upgrades, if available, and if requested.
  • Equipment Support Services do NOT include the replacement of consumables. In addition, Depot Support Services do NOT include the repair of damages, and Customer will not attempt to return damaged Product, resulting from:
    1. Any cause external to the Products including, but not limited to, electrical work, fire, flood, water, wind, lightning, transportation, or any act of God;
    2. Customer's failure to continually provide a suitable installation environment (as indicated in Kronos' published installation guidelines) including, but not limited to, adequate electrical power;
    3. Customer's improper use, relocation, packaging, refinishing, management or supervision of the Product(s) or other failure to use Products in accordance with Kronos' published specifications;
    4. Customer's use of the Products for purposes other than those for which they are designed or the use of accessories or supplies not approved by Kronos;
    5. Government imposed sanctions, rules, regulations or laws preventing the shipment of the Products; or
    6. Customer's repair, attempted repair or modification of the Products.
  • Repairs are warranted for 90 days from date of shipment.

This service includes access to equipment service releases / firmware updates available on the Kronos Community. Please sign up for Alert Groups in the Kronos Community to get notified of the release of new service releases.

Device Software Maintenance

Device Software Maintenance is designed for those Kronos customers who choose to manage time clock repair themselves and just want access to device software updates. This service option lets you download equipment service releases from the Kronos Community to ensure that your time clock is always up to date with:

  • The latest security enhancements
  • Communication protocols
  • Fixes and terminal software feature updates
  • Compatibility updates with Kronos software or other terminals

Device Software Maintenance is included with Depot Exchange and Depot Repair.

Device Software Maintenance does NOT include any repair or exchange services.

How it works:

Go to the Kronos Community at https://community.kronos.com.
Register or log in to the Kronos Community. An email address and Kronos Solution ID are required to register for access to the Kronos Community.
Go to the Topics menu and choose “Data Collection” to access the equipment service releases.

Availability:

The Device Software Maintenance offering is available worldwide.

NOT available for the 100, 400, 500, Century and Cyber series terminals

This service includes access to equipment service releases / firmware updates available on the Kronos Community. Please sign up for Alert Groups in the Kronos Community to get notified of the release of new service releases.

Per-event Repair Service

Per-event rates apply to customers without an equipment support agreement. The Kronos Equipment Services center will attempt to repair any repairable defective item within 15 business days after receipt at the current Per-event pricing. The product will be returned by regular surface transportation.

How it works:

  • You contact Kronos to get a Return Material Authorization (RMA) Case number to return the unit to Kronos for repair.
  • You install your spare unit from your inventory
  • You send the terminal needing service back to the Kronos Equipment Services Center.
  • Upon receipt of product, Kronos shall repair the product within fifteen (15) business days and return to the customer by regular surface transportation.

Conditions:

  • Batching (defined as 2 or more terminals) voids the turn-around time.
  • You will be charged Kronos' current time and materials rate for the installation (professional services) of any software or firmware upgrades, if available, and if requested.
  • Equipment Support Services do NOT include the replacement of consumables. In addition, Depot Support Services do NOT include the repair of damages, and Customer will not attempt to return damaged Product, resulting from:
    1. Any cause external to the Products including, but not limited to, electrical work, fire, flood, water, wind, lightning, transportation, or any act of God;
    2. Customer's failure to continually provide a suitable installation environment (as indicated in Kronos' published installation guidelines) including, but not limited to, adequate electrical power;
    3. Customer's improper use, relocation, packaging, refinishing, management or supervision of the Product(s) or other failure to use Products in accordance with Kronos' published specifications;
    4. Customer's use of the Products for purposes other than those for which they are designed or the use of accessories or supplies not approved by Kronos;
    5. Government imposed sanctions, rules, regulations or laws preventing the shipment of the Products; or
    6. Customer's repair, attempted repair or modification of the Products.
  • Repairs are warranted for 90 days from date of shipment.

This service does NOT include access to equipment service releases / firmware updates.