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What Support Services Do We Offer?

Lightning Payroll Fair Use Support Policy

At Lightning Payroll, we're committed to providing excellent support, helping you to maximise the benefits of our software. Our standard support is free for all subscribers, offering essential assistance when needed. This Fair Use Support Policy details the scope of our free support, outlines available paid services, and establishes guidelines to prevent misuse, ensuring fair access for all customers.

Our standard free support remains unchanged from our previous offerings, and now also includes remote access for advanced troubleshooting if deemed necessary by our team. Following customer feedback, we've added paid services for those needing more extensive support.

We appreciate your cooperation in adhering to these guidelines and look forward to supporting your business with our comprehensive services.

Please note: While we guide you through setting up and managing your payroll system, processing payroll - and its associated tasks - is your responsibility. Our support offerings aim to empower you to manage your payroll confidently and efficiently.

Scope of Free Support

Our free support includes assistance with:

  • Q & A: Addressing questions to help you effectively use Lightning Payroll.
  • Troubleshooting: Solving common issues and errors encountered during regular software use.
  • Updates and Enhancements: Keeping you informed about the latest software updates and best practices.

Boundaries of Free Support

While we offer comprehensive support, certain services exceed the scope of our free support:

  • Extensive Training and Business Implementation: Initial setup assistance is provided, but in-depth training and detailed business implementation requiring extended support (beyond 30 minutes) are not included under our free plan. For these services, consider our paid options.
  • ATO Machine Credentials and Website Support: Assistance with ATO software and website navigation is not covered.

For more comprehensive assistance, please explore our ad-hoc/paid support options.

Fair Use Guidelines

To maintain high-quality service for all, we've established the following guidelines:

  • Reasonable Use: Support is intended for typical inquiries and issues.
  • Support Hours: Assistance is available during standard business hours.
  • Respectful Communication: Respectful interactions with our staff are expected at all times.

Right to Limit or Refuse Service

We reserve the right to:

  • Limit Support: Limit support if a customer's use exceeds reasonable levels.
  • Suggest Additional Services: Recommend additional paid support for complex requests outside the free support scope.
  • Refuse Service: Refuse support in cases of abuse or unfair advantage attempts.

Examples of Excessive or Misuse of Support

  • Frequent Out-of-Scope Requests: Repeatedly seeking help for services not covered by free support.
  • Unreasonable Demands: Expecting immediate help outside standard hours or demanding excessive services.
  • Misrepresentation: Using false information to gain additional support unfairly.

Ad-hoc/Once-off Paid Service Options

We offer the following additional support services for customers with advanced needs:

a) New Business Implementation

Purchase Implementation Session
  • Duration: Up to 2 hours
  • Services Included:
    • Employee Setup: We will guide you through the accurate entry of employee details, tax information, and pay rates.
    • Superannuation Configuration: Setting up super funds and ensuring correct contribution calculations.
    • Single Touch Payroll (STP) Setup: Assistance with STP registration (including the machine credential setup) and configuration for compliant payroll reporting.

b) Training, Consultancy & Onboarding Services

Purchase a Session
  • Duration: Up to 1 hour
  • Services Included:
    • Comprehensive System Tour: Guided walkthrough of all major features and functionalities of Lightning Payroll.
    • Schedulable: Book a session ahead of time, at your convenience.
    • Hands-on and Customised Training: Practical demonstrations and tailored sessions on processing payroll, generating reports, managing employee data, and exploring specific features or advanced functionalities.
    • Problem-Solving: Expert help in resolving complex issues or optimising processes.
    • Strategic Advice: Guidance on best practices, compliance, and maximising software benefits.
    • Q&A Session: Opportunity to address any questions or concerns.

c) Remote Setup of ATO Machine Credentials

Purchase Machine Credential Session
  • Services Included:
    • Secure Remote Assistance: Safe access to your system to perform the setup.
    • Credential Configuration: Installation and configuration of ATO machine credentials within Lightning Payroll.
    • Verification: Testing the setup to ensure full functionality.

Please note that we are somewhat limited with the machine credential setup. For example we cannot create your MyGovID account for you or link your business to the ATO. We can guide you through this process however, and assist with the installation and configuration of ATO software and the machine credentials.

d) Custom Development Service

Contact Us for a Quote
  • Duration: Booked hourly
  • Services Included:
    • Custom Feature Development: Tailored creation of new features to meet your specific business needs.
    • Feature Prioritisation: Expedite the development of desired features on a schedule that suits you.
    • Consultation and Planning: Collaborative sessions to define requirements and scope of work.
    • Dedicated Development Time: Allocate our development resources to focus on your priorities.
    • Progress Updates: Regular communication on development status and milestones.
    • Quality Assurance: Rigorous testing to ensure seamless integration and functionality.

Terms and Conditions for Additional Support Services

  • Eligibility: Available to all current subscribers of Lightning Payroll.
  • Scheduling: Services must be scheduled in advance to ensure dedicated support.
  • Cancellation Policy: Cancellations require a 24-hour notice to avoid fees.
  • Payment Terms: Payment must be made prior to service usage.
  • Scope: Covers only listed services; additional services may incur extra charges.

Contacting Support

Contact us for both standard and paid support needs:

Conclusion

Our Fair Use Support Policy ensures all Lightning Payroll customers receive timely and effective support tailored to their needs. By offering both free and premium support options, we provide flexible solutions that cater to various business requirements. Your cooperation helps us maintain high service standards for everyone. We value your business and are committed to your success.

Thank you for choosing Lightning Payroll. We're here to support your payroll management with expertise and care.

© Intellitron Pty Ltd 2025