UKG's technical support is helpful and responsive. I rate the solution's technical support an eight out of ten.

Customer service is 9/10; very good.

Technical support is 8/10; good.

Customer service is hit or miss. Some of the growth has caused a decline in the level of customer service that I have previously enjoyed.

Tech support are very knowledgeable. I am satisfied with the level of support.

We don't love the Customer Support model. Filing a case is problematic because you are free to talk when you file the case, not always when someone returns the call. This regularly results in a long game of phone tag.

Support is usually good. I think the only area where we have problems is access issues (i.e., when remote employees have troubles logging in). When our IT team cannot solve the problem, we often don't get much additional help from Ulti tech support.

They have always been very friendly and very resourceful. They have good SLAs and the ability to increase a ticket if there is something that you need assistance with. They have a 24/7 rapid response team that you can call on any issue. It could be a current or a new issue.

Their technical support is above average. I would rate them a seven out of 10.

I rate UKG support nine out of 10. 

Customer service is excellent! Outstanding! Exceptional!

The support channels that every client has access to are probably the most powerful assets that clients have when partnering with Ultimate. First, after activation, every client is assigned an Account Manager (AM). This person is intimately knowledgeable about your application and all cases get routed through this person. In addition to your AM, clients have consultants related to the other modules they may have, including Time Management, Talent Management, Business Intelligence, ACA tracking, payment services (taxes & garnishments) and also accounts payable. Clients also have a Customer Success Manager, who will work as your advocate from the support side of the business, as well as an Executive Relationship Manager, that will work as your advocate from the strategic side of the business. For the times that creating a case is just not timely enough, clients have access to the Rapid Response line. For those situations when you need a resolution quickly and need assistance with something, Rapid Response is available to you as well.

The entire support group works as your partner, not as your vendor. You are a name to them, not a company ID, not a PSID or whatever the other HCMs classify you as. To Ultimate Software, I am Jack Klott, from Independent Bank.

Technical support is excellent! Outstanding! Exceptional!

Whenever I do have to call the Rapid Response line, I don't have to worry that the person on the other line may not know my version, or may not know my setup or may not know about the module that I am asking about. When I create a case, either with my AM or through Rapid Response, I am confident that the case will be reviewed and a solution will be presented in a timely manner.

On a scale of 1-10, I would give customer service a 7. Ultimate has an 800 number, but prefer customers use their case system. The resources are knowledgeable; however, historically responsiveness to created cases has been a challenge. We have seen improvement since year end, and are hopeful for continued improvement in time to response.

Technical resources are very knowledgeable.

Customer service is 8/10.

Customer service is 7.5/10.

Technical support is 9.5/10.

Customer service is good.

Technical support is good.

Customer service is excellent.

Technical support is excellent. We filter technical support through our HRIS.

Customer service is very good. All the representatives are very friendly, but sometimes it can take a while to get an actual answer to the question you are asking.

Technical support is good, very pleasant to work with.

Sometimes the system may experience glitches, causing it to run reports slower than usual. This is a normal occurrence. When such issues arise, we submit an IT ticket, and typically within fifteen to thirty minutes, someone will contact us to resolve the issue.

Customer service is not great; responsive in a timely manner but have not lived up to promises, and gives back items that have not been quality checked or tested and my staff ends up doing it instead.

Technical support is OK.

Customer service is great.

Technical support needs improvement.

The technical support is excellent. They have great knowledge, are quick to respond, and they always follow through.

Most of the time, customer service is very good.

Payment services continues to be our biggest area of concern.

Technical support is excellent.

Customer service is excellent.

Technical support is excellent.

Customer service is 8 / 10; sometimes takes a little time to get a response, but very helpful and knowledgeable to work with.

Technical support is 8 / 10. They work very well with us to find solutions to any issues that we have, and make sure that we are in a satisfactory state before moving forward with a resolution.

Customer Service:

Good. Response times has been a bit slow occasionally.

Technical Support:

Good.

8/10...Love Sudha in BI support.

5 sometimes, 10 other times. It all depends on the module you need support in.

Customer service is 8/10, post-going live.

Technical support is 8/10.

Customer service is excellent from the account manager; not so great from UTA.

Technical support is very good.

Customer service is 5/10, not the best. It is hit and miss; also have had to change AMs to get better response.

Technical support is 5/10, hit and miss. Sometimes, others know more.

10+!!! Ultimate's support team is by far the best I have ever worked with. Great people who are easy to build relationships with!

Same as above. They rock!

I rate the level of customer service moderate to high. The core customer service is good; however, the tax relations department can be difficult to get in contact with.

I rate the level of technical support as high.

Customer service is 4/10. We have already asked for a new account manager after only three months.

I never had a chance to talk to them.

10 out of 10.

Technical support, at the level of true technical SMEs, is fantastic. In my experience, this level of support is very knowledgeable and provides solid solutions.

Customer service is very good.

Technical support is very good.

I have watched customer service grow over the years, as they have implemented the customer portal and the direct access to support.

Good, have been very responsive when needed, which is not to often.

Customer service is good.

Technical support is good.

Customer service is average most of the time.

Technical support is occasionally great; sometimes good.

Customer service is good.

Technical support is good.

Customer service is hit or miss. We keep being told that Ulti wants to provide top-notch customer service, but it's not being delivered when you have to wait days, weeks, or even months to get issues worked on/resolved.

Depends on what type of technical support we need and what subject area it is in. Sometimes, it takes a while to get the support we need and have a frustration period having to wait.

Customer service is 5/10.

Technical support is 8/10.

7 - during implementation I believe our consultants were over-worked, so while they were extremely knowledgeable, they were not always accessible. Post-implementation, customer service has been great.

Great if you know the right questions to ask.

Customer service is Amazing!!!! 10++++

Technical support is very good.

Our account manager is fantastic which makes our experience great. She is very knowledgable and helpful with the system.

I have not had much interaction with their technical support team as 9/10 times the system is working correctly. Overall I think they are helpful and competent.

Customer service is excellent.

Technical support is excellent.

Customer service is generally very good. Response times can be slower during peak times (i.e., open enrollment, year-end, etc.).

Technical support is very good.

Customer service depends on the time of year; sometimes a 9/10 and other times, a 5/10.

When a technical need arises, if you get directly to the technical team, they are fabulous!

Very good.

Very good.

Very Good, responsive.

Good after several days, would be better if they could get to the resident expert on the module on day one.

Excellent.

Excellent.

Customer Service:

Customer service is okay. In some areas, they really excel, and in others, they have room for improvement. They have grown quickly and may need a few more reps to keep up with the high volume.

Technical Support:

The first level of tech support is very out-of-the-box, but once you are past that level, they are very knowledgeable.

Ultimate has grown very fast in a very short period of time. They are struggling with keeping up on their support structure, service requests, and help ticket issues.

Customer service is 100% based on my own experience interacting with critical issues, to tax services, UTM and BI.

Technical support is 99% (just to leave some room for improvement).

The implementation team was less than desirable.

Customer services for cases has been awesome!

Technical support is 8/10.

Customer service is very good.

Technical support is very good.

Customer service is OK.

Technical support is good.

Customer service is 8/10.

Technical support is 7/10.

Customer service is very good when you get their attention.

Technical support is very good when you get their attention.

Customer service is 5/10.

Technical support is 6/10.

Excellent.

Excellent.

Implementation team - Awesome.

Post implementation team - Not going well.

OK.

We had issues initially, but have received great support from both our customer service manager as well as Eric.

9 out of 10.

10 out of 10!

10 out of 10!

8/10, our company has had issues with response time, but being in payroll my response time has been fairly quick and timely.

9/10, there are times we are able to stump the tech.

Very good.

Very good.

It seems our NSR changes quite frequently (because of good opportunities for the NSR). However, I've spoken to so many new people lately (not my NSR) that customer service is sometimes frustrating.

Level 2 support is not frequently needed; however, most of them are good at what they do.

Customer service is very good.

Technical support is excellent.

Scale of 1-10, 7.

Scale of 1-10, 8.

I would give customer service a rating of 6/10. Our rep does not seem to know very much.

Technical support is good.

Customer service is good once you are actually able to speak with someone.

Technical support is good.

Customer service is great!

Technical support is great.

Customer service is good to very good. Sometimes, the wrong information is given for fixing issues; need more specific expertise in areas. The account manager does not know everything.

Technical support is good.

Customer service has been good.

Excellent.

Average.

Good.

Willing to assist but lack of knowledge to resolve issues.

Great.

8/10

10/10

Superior to others, best/top in class. I feel that I am valued and want to be partnered with at all times.

Awesome!

At times it takes days to get a return call.

At times it take days to get a return call.

Good.

OK.

Customer service is great!

Most of the time technical support responds rapidly.

Depending on who you get on the phone, customer service is either fantastic or non-existent. 

The level of customer service is high; professional, friendly, and efficient.

Technical support is good; getting the right person sometimes is an issue.

Customer service is 9/10.

Technical support is 9/10.

Customer service is poor; unless we are being the squeaky wheel, we haven't gotten the best service.

Tech support has been good.

The customer service is amazing. I came from a system that was difficult to get ahold of people and difficult to get answers. I've only been working with Ulti for 2 months and everyone has been so helpful and patient as I am learning the system.

10 - Very attentive

Customer service is 10 plus.

Customer Service has overall been pretty good - everyone is pretty friendly.

Right now, 7, but hoping to reach 10 in the near future!

Top notch.

Top notch.

I have not had any contact with Customer Service yet.

I have not worked with Tech Support yet.

Customer service is not the most accessible; somewhat confusing.

Technical support is good because we have an excellent IT department who can work out the bugs. :)

• UTLM great
• Core needs improvement
• Payment services not good at all

Technical support is 4/10.

Customer service is 10/10.

Technical support is 10/10.

Customer service is great.

Technical support is great.

Customer service is 5/10.

Technical support is 5/10.

I rate the level of customer service at a high level.

I rate the level of technical support at a high level.

Customer service is very good.

Technical support is very good.

Customer service is 10/10.

Technical support is 10/10.

I would give technical support a rating of 7/10.

Customer service is a hit or miss, so I would give it a rating of 6/10.

I would give technical support a rating of 6/10.

I would rate customer service as above average.

I would rate technical support as above average.

General cases sometimes languish for weeks without resolution; have had varying levels of success with different technical resources.

Customer service is 7/10.

Technical support is 7/10.

Customer service is a nine out of 10 - now that we have a good account manager; have gone thru many in the past and finally got a really good one.

Technical support is an eight out of 10.

Customer service is fabulous by some levels.

Technical support is hit and miss.

Customer service is 7/10.

Technical support is 7/10.

Customer service is 6/10.

Technical support is 9/10.

Customer service is poor.

Technical support is poor.

Everyone is very polite and courteous. At times, we do not get items resolved for months. Rapid response is not rapid. We have been on hold at times for one hour.

Technical support is great; not many issues with technical support other than UTM.

Customer service is awful.

Technical support is awful. I had to purchase consulting services for the most basic support.

Customer service is fair.

There have been times that I created a case, a few days go by and I hear nothing. So, I add a note to the case asking if anyone was working on my issue. Then a few more days go by and I still do not hear anything (my case is still logged as new case). I add another comment. Still nothing. Then I follow up again with another note. There have been times that it took almost 2 weeks before someone opened my case to look at it.

Technical support is good.