Technical Support Fees

Understand the support fee structure for ProPay technical assistance.

Free Support

ProPay provides free technical support for:

Software bugs (Category 6): Issues caused by software defects are resolved at no charge
Questions not answered in Help Menu: If the information isn't available in the help documentation, support is free

Paid Support

The following support categories incur fees:

Rate: $75 per 30 minutes
Maximum: $150 per incident

Support Categories

Category 1: General Payroll Questions

Questions answered in the Employer's Tax Guide or state publications.

Category 2: ProPay Software Questions

Free if the answer is not available in the Help Menu
Fee applies if the information is already documented in Help

Category 3: User-Related Problems

Support fees apply when reviewing and fixing data input errors. This includes:

Incorrect employee information
Wrong tax withholding entries
Data entry mistakes
Client setup errors

Category 4: Hardware, OS, and Network Issues

ProPay does not provide support for hardware, operating system, or network problems. Contact your IT person or network administrator for these issues.

Category 5: Training

ProPay does not offer formal training due to the software's low cost and straightforward design.

Category 6: Software Bugs

Free of charge. Updates are released as soon as possible after bugs are identified and fixed.

How Support Fees Are Billed

Support fees are charged based on time spent diagnosing and resolving your issue:

Minimum charge: $75 (for up to 30 minutes)
Maximum charge: $150 (for incidents requiring more than 30 minutes)

Paysoft will inform you if a support fee applies before beginning work on your issue.

Avoiding Support Fees

To minimize support costs: