1. Flare HR
  2. System Managers
  3. Accessing Support

Contact Flare Support

How to contact us

Email Support

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

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

 

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. 

 

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

 

Articles in this section

Was this article helpful?
7 out of 21 found this helpful
Have more questions?
Submit a request