**Integrated Payroll is in a private beta at this time. Only users in the beta will have access**
Support SLA
The following table represents the time in which Check's Support team will respond and resolve each ticket by type.
Note: Every weekday has 12 business hours of coverage. For Support hours of coverage please review Support Hours of Operation.
SLA Table
Priority | First Response Time | Resolution Time* |
Urgent | 15 min | 2hr |
High | 45 min | 12hr |
Normal | 90 min | 60hr (5 biz days) |
Low | 8 hr | 240hr (20 biz days) |
*Issues which require third-party intervention will not count against this SLA. This includes, but is not limited to, tax notices which require coordination with a tax agency or technical issues that stem from vendors.
*The time tickets are awaiting a response from the requester are not counted against this SLA.
Priority by category is listed below:
Category | Sub-Category | Priority |
Company Management | Bank Account Question | High |
Company Management | Information Change | Normal |
Company Management | Terminate company | Normal |
Company Management | FEIN/Legal Name Change | Normal |
Data Request | Deposit History Report | Normal |
Data Request | EE SSN Report | Normal |
Data Request | EE SSN & Bank Information Report | Normal |
Data Request | Bank Information Report | Normal |
Data Request | New Hire Reporting Request | Normal |
Data Request | Other | Normal |
Enrollment | Expedite Implementation | High |
Enrollment | Start Date Change | High |
Enrollment | Reinstatement | High |
Enrollment | Information Update | High |
Enrollment | Company Standing Question | High |
Enrollment | Company Risk Review | Normal |
Enrollment | Processing Decision | Normal |
Other |
| Normal |
Partnership | SimplyInsured | Low |
Partnership | QuickBooks | Low |
Payroll Management | Worker Payments | Urgent |
Payroll Management | Employer Debits | Urgent |
Payroll Management | Void payroll | Normal |
Payroll Management | ACH Reversal | Normal |
Payroll Management | Pre-Approval Question | Normal |
Payroll Management | Post-Approval Question | Normal |
Payroll Management | Other | Normal |
Taxes & Benefits | Rate or Frequency Update | High |
Taxes & Benefits | Request Company Self-Filing | Low |
Taxes & Benefits | Request an Exemption | High |
Taxes & Benefits | Tax Notice | Low |
Taxes & Benefits | Correction | Low |
Taxes & Benefits | W2-C | Normal |
Taxes & Benefits | ERTC Credit | Normal |
Taxes & Benefits | R&D Credit | Normal |
Taxes & Benefits | Contribution Questions | Normal |
Taxes & Benefits | Tax Question | Normal |
Taxes & Benefits | Year-end & Quarter-end | Normal |
Technical | Report a bug | Urgent |
Technical | MFA Reset | High |
Worker Management | Setup Garnishment | High |
Worker Management | Information Update | Normal |
Worker Management | Delete/Mark Inactive | Normal |
Worker Management | Garnishment Question | Normal |
Worker Management | Bank Account Question | Normal |
Worker Management | 2% Shareholder | Normal |
Worker Management | Third-Party Sick Pay | Normal |
Check Support Hours of Operation
The Check Support team is available Monday - Friday from 9:00am - 8:30pm (Eastern Time). These hours are in place to cover the windows when we have the ability to move funds or interact with the banks. Check Support is closed on weekends and federal holidays, including the following:
New Year's Day
Martin Luther King Jr. Day
President's Day
Memorial Day
Juneteenth National Independence Day
Independence Day
Labor Day
Columbus Day
Thanksgiving Day
Christmas Day
What's Next?
Check out all of our resources for integrated Payroll in the Master Guide!