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.

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.

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

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.

The direct debit will be scheduled for your account within a week of the date you are provided login details to access the system.

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.

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 licenses,

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 your subscription. If we are not able to contact you at this time, it will be deleted.

Entire complete all system implementations in-house, which allows us to accommodate our clients with implementation timeframe to suit their needs, and much faster than most suppliers. Depending on your desired timeframe and existing database size, implementation can range from 2 –3 weeks to 2 – 4 months.

We provide one flat investment fee based on your user licenses and modules purchased. Our experience has shown this flat figure allows clients to confidently set their implementation budget without risking unforeseen cost blowouts. Implementation set-up usually starts from $10,000.

Everything you need to hit the ground running and more! It includes 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 you do! They ensure co-ordination of Entire’s services behind the scenes to your valuable time is optimised. In addition, you are provided with priority support for 3 months from your implementation set-up payment (this period may be extended for larger clients).

This means you are not charged for any additional calls or support required – as we know change can be challenging and we want you to feel as comfortable as possible during the transition period. That’s why the set-up is all inclusive.

The level of client contribution required during implementation depends mostly on your company size, complexity and budget. However, our speciality is our software – we regard our clients as the experts in their industry; meaning the most successful implementations have a minimum of one manager dedicated to the 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.

Member 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.

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

The brand promise mentioned above is our guarantee that you will have a system with your data set-up to enable commencement of recruitment. Due to system structure, if you have purchased a full system (e.g. including finance) then those features will be available according to the milestones you created in your implementation plan.

Entire try to minimise the risk of delays and will make every attempt to still launch the project on time, however if there are repeated delays or missed milestones, you will be charged an overdue fee ongoing until implementation. This is to cover the cost of rescheduling our allocated resources to other planned implementations and projects.

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. Following this we complete a comprehensive Business Analysis Workshop, where our professional services team will conduct an in depth analysis of your business. We then create a project plan with key milestones according to your top prioirity/s (time, quality or cost). From this point onwards Entire will liase with your designated implementation project manager at a minimum of once a week until until the final milestone of your project. However, if you would prefer to take a total back-seat in the implementation, this can be arranged at an additional cost.

Yes, but only for business critical issues – essentially meaning the whole EntireHR system going offline. This is exceptionally rare; hence we are confident and happy to provide the service.

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. Additionally, we have a Customer Advocacy team who provide industry or business-specific system support and system optimisation consults on request or as required following review of support correspondence.

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.

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.

Our support is an accumulation of our two main offices located in Australia and India respectively. Our Australian office provides a majority of our user/customer support, implementation and training, while India predominantly manages our technical support. Depending on the time/priority/nature of your request you may be routed to either one of our call centres or asked to leave a message.

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

Yes, we are able to do this, and we call this a Roadmap customisation. This encompasses any development which is not included in our development roadmap. Changes to the roadmap will always incur a fee in line with the customisation request.

This is EntireHR’s scheduled plan of development, which we build from our own business strategy, market research, client feedback and internal brainstorming. The Roadmap provides an overview of what we plan to develop for our product and when. It is subject to some variation in delivery timeframe and design, however with our dedicated development team it’s usually achieved.

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; EntireHR’s contracted Beta clients usually receive 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.

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. Entire will discuss whether the feature/s raised can be resolved by adapting an alternative workflow by users or the system or a paid customisation.

No, Entire may still decline customisation requests if they are unachievable with our current resources or if they do not align with the EntireHR product strategy, which is to be a complete recruitment software that empowers all users to be more productive.

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.

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. Moreover, upgrading early does not “reset” your next free release, meaning if you received an early upgrade in January, you would still be eligible to receive your free release in July.

Depending on the size of your database and 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 licenses: $1500 – $2500
  • 10-24 licenses: $2500 – $4000
  • 25-50 licenses: $4000 – $5000
  • 50+ licenses: $5000+

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

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 opportunity to provide user feedback to Entire.

Beta versions are essentially “guinea pigs” while they are the first to receive new features – they are also the first to experience any issues which may not have been identifiable in our testing environment. By nature, these issues can impact productivity and often have an indefinite resolution time. Accordingly, the benefits of being a Beta client incurs 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.

The indefinite resolution time is due to the extensive analysis required to locate in the database where, how and why the issue is occurring before a solution can be developed. Moreover, as these issues occur in a live “production environment” fixes cannot be implemented immediately as often the system needs to be “offline” to implement fixes.

Beta clients must have atleast 10 user licenses, have been an EntireHR client for a minimum of 6 months and have atleast 1 internal staff member who is an EntireHR certified administrator level 2 at a minimum. Entire reserve the right to deny entry into the Beta program.

Your implementation investment includes 10 hours of training on basic system configuration and live trainings for users on purchased core modules (Recruitment, Allocations & Finance). However, this is relative to your company size, your current software, and your internal change management capacity.

The pricing of each of our “Add-On” Module includes live training for that module.

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.

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 a majority of our competitors it’s a certified mobile app – it’s not a website shortcut (which 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 the most comprehensive mobile app in the industry and includes everything from availability to e-timesheets.

Yes, EntireHR’s secure online portals enable your clients to place orders, review bookings, confirm your staff, approve timesheets and put appraisals in. This is one of the most powerful components within EntireHR and 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.

For optimal performance, Chrome is the preferred browser – however EntireHR will run on any compliant web browser that meets current industry standards (e.g. Firefox, Safari, Edge).

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 the technical term for any notifications’ you receive from a mobile app (I.e. Facebook sends you push notifications when someone likes your post). A push notification is unique to certified mobile apps (rather than those hosted as website shortcut which a majority of software company’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. Thirdly, increased turnaround time of jobs filled, as candidates swiping a notification, are taken straight to the job details page in the mobile app, increasing the response time of jobs filled. Finally, as Push Notifications are delivered through Apple & Android Servers they are usually received instantly and this is recorded and visable 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.

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 Success 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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