Accessing Flare Support Channels

How to contact us

Instant Answers

If you are looking for immediate answers, our Knowledge Base is the place to go! The Knowledge Base contains How To Videos, an extensive list of step-by-step guides, Webinars and our Ultimate Flare User Guide. 


Email Support

If you can’t find the answers you need, Submit a Request to us and select the appropriate priority categorisation.

Our team is available Monday to Friday, 9:00 am - 5:00 pm AEST

You can view details on response times here

 

Phone Support

If you have an urgent enquiry, the fastest way to get the help you need is to email us at and tag your issue as ‘Urgent’.

If you need to reach us via phone, contact us on 1300 352 734. 

Please note: that phone support should only be used for critical issues.


Need more training and/or consulting?

Let us know by contacting Community and we will be in touch to scope your requirements and understand how we can best support you.

 

Guidelines for Email Support

Below are a few tips to enable us to review and investigate your enquiries in a timely manner

 Overview

 Give us a brief summary of your issue.

 Steps to
 Reproduce (Technical Issues)

 Provide instructions with as much detail as possible.

  • When did the problem arise? 
  • Steps/actions taken
  • Who is impacted? 
  • Add screenshots where possible
  • If time sensitive, provide an ETA

Priority Categorisation

(Business Impact)

 Identify your issue priority from the list below and include it as part of your
 support request:

 

 Urgent
 You cannot proceed with your task and it is time critical

 EXAMPLE: I cannot finalise my pay run or I cannot onboard a new employee.

 

 High
 You cannot proceed with your task and it is not time critical

 EXAMPLE: A report is not working, but you can get the information from
 the employee’s Role page. 

 

 Normal 
 A feature is not working as intended, but there is a workaround with minimal 
 impact to business operations 

 EXAMPLE: A template document cannot be used, however, custom
 employment contracts can be uploaded 

 

 Low
 Assistance required in navigating the system

 EXAMPLE: Additional training required

 

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