Contact Information
Email Support:
- Address: support@aqore.com
- Response Time: Within 1 business day for standard issues
- Priority Support: Within 4 hours for critical issues (payroll-impacting)
- Include in Email:
- Company/Organization name
- Timeclock ID
- Description of issue
- Screenshots if applicable
- Device logs if requested
Helpdesk (Web-Based Support Ticket System):
- Access: Zenople Web App → Support menu
- Features:
- Submit support tickets
- Track ticket status
- View support knowledge base
- Access training materials
- Download user guides
- Ticket Priority Levels:
- Critical: Device completely non-functional, payroll at risk
- High: Major feature not working, multiple employees affected
- Medium: Minor feature issue, workaround available
- Low: Question, enhancement request, general inquiry
Self-Service Resources
Knowledge Base:
- Searchable database of common issues and solutions
- Step-by-step tutorials with screenshots
- Video walkthroughs for complex procedures
- Updated regularly with new content
Training Materials:
- Administrator training guide (detailed setup and configuration)
- Supervisor quick reference (approval workflows and corrections)
- Employee user guide (basic punch operations)
- Video tutorials for visual learners
Documentation:
- Complete technical reference documentation
- API documentation for integrations
- WebClock Setup configuration guide
- Report user guides
Community Forum (if available):
- Peer-to-peer support?
- Best practices sharing
- Feature requests and discussions
Escalation Path
Level 1 - Administrator/Supervisor:
- Resolve common issues using this guide
- Check Sync Fail Reports
- Review device logs
- Attempt basic troubleshooting
Level 2 - Helpdesk/Email Support:
- Submit ticket or email with issue details
- Support team provides guidance
- May request additional information or logs
- Resolves most issues within 1 business day
Level 3 - Technical Support Engineering:
- Complex technical issues
- Server-side problems
- Integration issues
- Code-level debugging
- Escalated automatically for critical issues
Level 4 - Development Team:
- Software bugs requiring code changes
- Feature enhancements
- System architecture issues
- Engaged for issues requiring application updates
Maintenance and Updates
Automatic App Updates:
- ZenTime app updates released via Google Play Store and Apple App Store
- Organizations can configure automatic updates or manual approval
- Release notes provided with each update
Update Best Practices:
- Test updates on single device before organization-wide rollout
- Schedule updates during off-hours to minimize employee impact
- Verify all features working after update before deploying to all devices
- Keep device OS updated to latest stable version
Maintenance Windows:
- Server maintenance typically scheduled during low-usage periods
- Advance notification provided via email
- Maintenance window duration: 1-4 hours
- ZenTime operates offline during maintenance, syncs automatically when complete
Feature Requests and Feedback
Providing Feedback:
- Use thumbs down button in web interface (if applicable to feedback type)
- Submit feature requests via helpdesk
- Participate in user surveys when offered
- Join user advisory groups if available
Feature Request Process:
- Submit request with detailed use case
- Support team logs request
- Product management reviews for priority and feasibility
- Requests voted on by user community or evaluated by product team
- Selected features added to development roadmap
- Users notified when feature released
Training and Onboarding
New Administrator Training:
- Recommended for all new administrators
- Covers setup, configuration, troubleshooting
- Duration: 2-4 hours (self-paced online or live virtual session)
- Certification available upon completion
Supervisor Training:
- Focus on approval workflows, corrections, reporting
- Duration: 1-2 hours
- Can be delivered by internal administrators or Aqore trainers
Employee Training:
- Brief 15-minute orientation on punch operations
- Can be delivered via video, in-person demonstration, or printed guide
- Key topics: PIN entry, assignment selection, break logging, reading timesheet
Train-the-Trainer Programs:
- Certify internal champions to train other users
- Reduces dependency on external support
- Builds internal expertise