Valiant strives to make your experience with our Support Team as effective and efficient as possible. When calling or emailing Support with a problem or question, please provide as much information as possible to help us expedite your request:

• Your company name
• Your contact information including your title
• A detailed explanation of your question or problem
• Include as many screen shots as possible

Over-explaining the problem helps establish context that could help us address your problem faster.

Prioritization

Support will prioritize your request as follows:

Level 1 – Business Stopped- Immediate assistance needed (can’t process a payroll that needs to go out before the next business day, Vantage (or any other Valiant time collection system) is not working, or the Valiant System (Servers/ Services) are down. We will respond within 2 hours.

Level 2 – Critical/As Soon As Practical- All Support Requests that do not qualify as Level 1 and need to be handled as quickly as feasible.

Level 3 – Not Critical/Scheduled- A request that can be scheduled in the future and does not have a pressing need for immediate closure.

Support Hours

Currently, Valiant’s Support team is available to our clients from 8:00 AM – 9:00 PM EST.

After-hours support (Business days 9:00 PM EST – 8:00 AM EST / Holidays / Weekends) consists of monitoring the phone line and support emails. The monitoring resources will assess the problem you are experiencing and escalate it if it qualifies as a Level 1 (L1) condition.

If the problem qualifies as an L1 (business stoppage) problem, the monitoring resources will:

• Escalate it to a Valiant Support Analyst, who will try to resolve the problem
• If the Valiant Support team cannot resolve the problem, they will escalate to the appropriate person or department for assistance within Valiant’s technical and/or payroll teams
• If the problem does not qualify as an L1 (business stoppage) problem, the monitoring resources will:

Create a detailed case in Valiant’s support system for you

• Provide you with the case #
• Inform you that the Valiant Support Team will get back to you on the next business day

For security purposes, all Support Requests must come from your company’s authorized contacts. If you would like to add to your company’s authorized contacts please send that request to client.updates@valiant.com.

Valiant Support can be reached at support@valiant.com and 800 642 9778.