EntireHR

FAQ

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If you are an existing customer needing support please send your query to support@entiresoftware.com or call us on 03 5971 1464 if the matter is urgent.

Customer and technical support are both included, along with maintenance, upgrades, hosting and database back-ups. Support is dependent on your SLA.

The day you have access to the system, this will depend on the quantity of data you require to imported. The direct debit will be scheduled for your account within 1 week of that date.

Entire’s guarantee is to hand over a usable system to you. Like any SaaS software, your subscription starts from the moment you have access – the same as when renting a house, as soon as you have the keys, charges for rent begins.

As a complete recruitment system aimed at scaling companies, most packages start from $1000 a month minimum, however pricing varies significantly based on the package you select.

Set-up is invoiced as a once off. The monthly subscription is billed via direct debit for 30 days in advance every month. We do accept credit cards for direct debit. Additional usage purchases such as SMS can be made through the Entire Software store.

Yes, however in order to cover your hosting and data maintenance charges, you will be charged 50% of your license cost at your existing number of licences,

Subscriptions may be paused for up to 6 months (inclusive). Due to data hosting requirements, we will contact you at the conclusion of this period to confirm whether you would like to reinstate will need to be either deleted or reinstated. If we are not able to contact you, it will be deleted.

Your implementation effort depends mostly on your company size, complexity and budget. The most successful implementations have at least one client manager dedicated to the project implementation for 20 hours a week, or full time if you are a larger client. Our operations team can provide a ballpark time estimate prior to you signing on, for peace of mind.

Candidate and Masters data is included for handover 

Digital files can be included in your migration at an additional cost.

As we implement in-house Entire move much faster than most suppliers. Starter systems can be up and running in a few weeks. Medium clients will usually be comfortably be migrated in 2 months. Larger client’s complex clients usually take 3 or more months.

We provide one flat investment fee based on your user licences and modules purchased. We have found a flat figure gives clients security by being able to set an implementation budget without risk of cost blowout. As a complete recruitment software, implementation set-up usually starts from $10,000.

Everything! From business analysis, system workshops, software training, configuration help, financial consultation, meetings, client/candidate and financial data, priority support, test pay runs, technical support and a post project health check.

Yes there is, we call it your priority implementation period and it lasts for 3 months from your implementation set-up payment, unless it has been agreed before signing that Entire will provide an additional period of priority support. This will is usually available for larger clients.

Yes that’s right. We call it your priority implementation period because we know change can be a little scary and we want you to feel confident. That’s why the set-up is all inclusive. Entire are 100% committed in your project implementation and this means we will need constant contact.

Candidate and Masters data is included for handover or you won’t be charged for your subscription licence – this is one of our brand promises. This ensures you can use the system from the moment we give it to you.

The brand promise mentioned above is our guarantee that you will have a system with your candidate data imported that you can start using for the recruitment of new candidates. If you have purchased a full system including finance then those features will likely be live later, but usually according to the milestones you created in your project implementation plan.

We will make every attempt to still launch the project on time and work with you, however if you delay or miss repeated milestones we will need to charge for unexpected implementation extension.

Your account will be transferred over to our wonderful customer support team in an internal handover meeting.

Entire have a kick-off meeting with your key stakeholders and our client facing team. We then get to work with a comprehensive Business Analysis Workshop, where our professional services team will analyse your business in depth. From there we build a project plan with key milestones to your priority. We then work with your designated internal champion to launch the software, meeting every week until the final milestone of your project. However, if you want to take a total back-seat in the implementation, this can be provided at an additional investment.

You can request support through email, the support portal or via phone call to the dedicated support phone line.  

We provide a hybrid of our two main offices – Australia and India. Australia provides most of our customer support, implementation and training, whilst India represents most of our technical support. Depending on the time/priority/nature of your request you may be routed to either country call center or asked to leave a message.

Yes, but only for business critical issues – which the only example if the whole EntireHR system being down. This is exceptionally rare, hence we are confident and happy to provide the service.

Yes, we have a dedicated support number for current clients to call. Our preference is an email or support ticket first as this allows us to track and prioritize your request better. However, for very quick clarifications on a ticket (superman quick!), urgent escalations or emergencies you can always call us on (03) 5971 1464.

We provide a dedicated EntireHR help site, a support portal for tickets, a support email, occasional free webinars and of course a phone number to call when you need it.

No. Unless you are abusing the service, the staff or violating the terms of our agreement you will not be charged for support phone calls.

No, we want to ensure every support agent who picks up the phone knows your business and can help, so we don’t use a call answering service. If no one answers for a couple rings, leave a voicemail and we will call you back in line with our brand promise, that you won’t find with other suppliers.

This can be arranged an at additional support cost per month.

No, Entire may still reject changes to the Roadmap if they are unachievable with our current resource or if they do not fit with the EntireHR product strategy, which is to be a complete recruitment software that empowers all users to be more productive.

It’s EntireHR scheduled plan of development, which we build from our own business strategy, market research, client feedback and internal brainstorming. The Roadmap shows at a high level what we plan to build and when. It is subject to some variation and scope, however with our powerful dedicated internal development team it’s usually achieved.

As a SaaS software that’s configurable for most industries it’s unlikely EntireHR will be a 100% fit out of the box exactly to your current business. As such the solution to some requirements is either a workaround or a paid customisation.

Yes, we are able to do this, and we call this a Roadmap customisation. This is when we develop something specifically for you that is different to what is on our development roadmap. Roadmap changes are always charged.

That is still a roadmap change, as it still requires moving or adding additional resources and will still be charged.

No, what you are paying for is Entire to customise the Roadmap to your needs and your preferred schedule. EntireHR is a SAAS product which means the Roadmap is available to all clients, although the timing and pricing may be different per client. For example; Beta clients will get generally get roadmap changes first.

You may be applicable to a discount on that feature for life if you are the major investor in a new feature. This will be a per client discussion.

Only if you are in the Beta Client Program. Please refer to the Beta Client FAQ for more details.

You receive one free version upgrade every 12 months upon request, from your subscription start date. If we can’t then the software is free until we do, – it’s one of our brand promises. Releases will be released within a 3-month window.

You can pay for an early upgrade fee. The price of which is determined in your price schedule. Upgrading early does not “reset” your next free release. 

We provide free releases every 12 months upon request. Releases will be released within a 3 month window.  

That is still a roadmap change, requires additional resources, and will still be charged.  

No, what you are paying for is Entire to customize the Roadmap to your needs and schedule. EntireHR is a SAAS product which means the Roadmap is available to all clients to be fair. although the timing and pricing may be different per client. If you invest in building  new feature, you may receive that feature for free For example Beta clients will get roadmap changes first.  

You may be applicable to a discount on that feature for life if you are the major investor in a new feature. This will be a per client discussion.  

Beta clients help us test new developments in live production environments to ensure a great experience for the rest of our clients. Being a beta client comes at a higher risk than most clients are comfortable with. As such, Beta clients must sign a waiver for their system support.  

Beta clients must be using EntireHR for a minimum of 6 months. Beta clients must have an internal staff member who is an EntireHR certified administrator level 2 at a minimum and a minimum of 10 users licenses. Entire reserve the right to deny entry into the Beta program.  

It will be 12 months from the last free release you had, if you are a brand-new client, it will be 12 months from your handover date. If you’re unsure please contact the EntireHR support team.

You can pay for an early upgrade. Upgrading early does not “reset” your next free release, so if you had a free release available in July, and you upgraded early in January, you would still be applicable to have the July release if you wished.

Depending on the size of your database and the complexity of your system you will be charged an early upgrade fee. Below is a rough guide you can use (GST exclusive), however, an exact quote will be given upon request after pre-release analysis is complete:

    • 1-9 licences: $1500 – $2500
    • 10-24 licences: $2500 – $4000
    • 25-50 licences: $4000 – $5000
    • 50+ licences: $5000+

Beta clients help Entire test new EntireHR developments in a client’s “live production environment” (the system you use every day with your real data). This completes our testing process for new releases, and allows Entire to release new versions with confidence for other clients.

The benefit to you as the client is early access to new features and provide user feedback to the Entire.

Beta versions are essentially “guinea pigs” and have a much higher chance of issues occurring post release, with much longer issue fix time. As such, being a beta client comes at a higher risk than most clients are comfortable with. All Beta clients must sign a waiver to be accepted into the Beta program because of this.

Because the issues are often discovered for the first time and need extensive analysis and testing, especially for a live “production environment”. The whole purpose of a beta client is to use all new features, and find all issues in that version, so they can all be fixed together. If you fix issues one by one, you risk each fix cause additional issues making it hard to stabilise the version and delayed the roadmap.

Beta clients must be using EntireHR for a minimum of 6 months. Beta clients must have an internal staff member who is an EntireHR certified administrator level 2 at a minimum and a minimum of 10 users licenses. Entire reserve the right to deny entry into the Beta program.

Training is usually charged at $90 per/hour online or $120 p/hour onsite. If travel is required we on-charge for flights and accommodation. There are special discounts available for training at our head office in Victoria or if you are already an EntireHR certified trainer.

To keep it simple, we include live training for both users and basic configuration with your standard implementation investment. This starts at 10 hours for a single user. Exactly how much you will need varies with your company size, your current software, and your internal change management capacity.

For each additional module you purchase, you will receive additional training included with the set-up investment for that module at that time.

We record all your live training sessions for this very reason and will provide copies of those sessions once training is complete. If you still want live training for new staff, that would be charged at the nominal rate.

EntireHR is soft coded in the master settings, this means you can easily create your own industry names, qualifications, document types and more. We currently support over 80 different awards every week, from healthcare to construction, manufacturing to education, mining to hospitality, NDIS to white collar services.

EntireHR is designed to be a complete recruitment system. However it’s specialty is all contingent work, especially high speed, high skill, high volume work which is the complex problem we want to solve. This makes EntireHR an ideal fit for temp agencies, people who roster mobile workforces, contract placements, in-home care and events management. EntireHR does permanent recruitment as well however if all you do is perm recruitment we would recommend you look at another system as there are plenty of perm specialist software’ on the market.

Yes, the software is accessed through web browser and mobile apps and the finance module is accessed through a secure VPN on your own desktop. In 2021 there will be an upgrade to allow clients to access the finance module through their web browser as well.

Yes, EntireHR can take candidates and jobs all the way from initial job ad creation through to full payroll and invoicing, including send out all payslips, invoices, performing Single Touch Payroll and generating bank and accounting export files. The only labour hire function EntireHR does not do is accounting EntireHR which is why we integrate into Xero and Myob.

Yes, and unlike nearly all our competitors it’s not a cheap website shortcut (these are often glitchy and slow). EntireHR was the first labour hire software in Australia to launch with a native iOS and Android App over 10 years ago and today it is fastest, most comprehensive mobile app in the industry that does everything from availability to e-timesheets.

Yes, EntireHR has had client portals that enable clients to place orders, book your staff, approve timesheets and put appraisals in. This is one of the most powerful automations within EntireHR and it’s a great selling tool that can really turbocharge your labour-hire business.

Yes, we have a configurable rules engine that can handle both awards and EBA’s. This allows you to handle more unique or more complex rules like per client, per site requirement. There is a set-up and ongoing additional cost for awards, however they are user friendly enough to update yourself if needed. Additionally through our Ratescalc partnership and integration (available Jan 2021) we also have the most advanced awards update automation in the industry.

EntireHR will run on any compliant web browser that meets current industry standards, although Chrome gets the highest performance. This includes Chrome, Firefox, Safari, Edge, but does not include Internet Explorer which is no longer supported by Microsoft.

Yes, EntireHR can handle the full payroll and invoicing process for different ABN’s all within one database. This allows for reporting to be consolidated but each entity can be run separately, including different logos on payslips and invoices. This is an additional investment to both set-up and maintain ongoing.

Yes it can. 

A push notification is like an SMS that gets sent through an App. You can only send an SMS with a real mobile app (not a fake website shortcut like most software’s use).

Well, firstly it’s FREE! This means over the course of the year you save thousands in shift SMS notifications. Secondly, it gives you better branding, as the notifications can pop up with your logo on them. Third, when candidates swipe a notification, it takes them straight to the job accept page inside the mobile app, increasing your jobs filled. Finally, because Push Notification goes through Apple & Android Servers they are usually delivered instantly and you can track they have been received in the software.

Yes, we have a 2 way Seek integration allowing you to post jobs from EntireHR to Seek, and candidates who apply for those jobs can be directed straight into EntireHR.

Yes, once you’ve completed your payroll for the week, EntireHR will report your single touch payroll directly to the Australian Tax Office from the software. EntireHR also has digital TFN and ABN forms for candidates to fill out that load straight into the ATO database as well.

Yes, this will be available in January 2021 for new clients, with some beta clients performing UAT in December 2020.

EntireHR also integrates with Daxtra for Resume Parsing, Sinch for sending SMS, Vsure for Visa checking, Shiftmatch, Apple, Android, Google Maps and more third parties. For more details please check out our integrations page. These are usually on-charged per usage or per month depending on the integration type.

Yes, EntireHR has an open Rest & Soap API which can be integrated with anything.

Yes there is, you can be certified as a user trainer, a system administrator or implementation trainer. Due to the scope of the EntireHR program these certifications are also broken down by the major modules.

Yes, the certification program includes a live training session with our most experienced software trainers, followed by an online questionnaire that must be kept up to date. Like most proper software educational certifications it is charged.

You will need to achieve a minimum score of 80% or above in an online quiz to test your aptitude in everything you’ve learned.

Certificated Client staff members who do the certification program receive a faster SLA response and a discount on new module trainings. Everyone who completes the training will also receive a printed certification, by the CEO, CTO and Head Trainer. They will also be approved to apply the certification badge to your personal LinkedIN account.

You can apply by contacting our Customer team at customersuccess@entiresoftware.com.

For Australian clients, we host with Rackspace Dedicated Cloud in Sydney. Rackspace are the world leaders in managed cloud solutions. For international clients we host with AWS, at your nearest AWS region.

No, we do not and this is also covered in our subscription agreement.

No, disaster recovery is an optional add-on. Please ask your account manager if you would like to enable this option.

As EntireHR is a payroll solution reporting single touch payroll straight the Australian Tax Office we are approved under the ATO operational security framework. This is reviewed every 12 months by the ATO and ensures that we are implementing best practice cyber security systems and procedures.

Yes, EntireHR is owned by Entire Software, a 100% Australian owned and operated company.

Disclaimer: These FAQs are meant to serve merely as guidance and consequently have no legal merit. They can also be subject to amendments.

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