Accessing Xemplo Support
Xemplo support is available to Admin and Manager user types. Please contact the Xemplo Support Team for technical assistance and advice on how to use Xemplo. Note that the Xemplo Support Team does not provide legislative advice.
Support is provided exclusively via email. This method allows the Xemplo Support Team to validate each requesters' access to sensitive information and prioritise urgent requests, while maintaining an audit trail.
Submitting a request
Xemplo support requests can be submitted by reaching out to support@xemplo.com or via our online form.
To expedite technical support requests, please include as much information as you can in your initial email. Using the template below to submit a request will help reduce unnecessary back and forth between you and the Support Team.
Support Ticket Template
- Xemplo URL:
- Company name:
- Related feature (e.g., onboarding, contract builder, etc.):
- Affected worker (please include email address/es; if multiple workers are affected, please provide more than one example):
- Detailed explanation of the issue:
- Screenshot of the issue or video recording if available (please include the page URL in screenshots/video):
- Any steps you’ve take to attempt to resolve the issue:
- Urgency (to help us assign a priority level to your request of please tell us if a core process is affected e.g. payroll, invoicing. If a core process is being held up, please let us know what the process is and when the process is due):
What happens after you've submitted a request for support
Once your support request has been received, the Support Team will send you an acknowledgement of ticket receipt including a ticket number, the team may also request additional information required to diagnose the problem, next the Support Team will attempt to replicate the issue and assign a priority level to the ticket (for internal use only).
Ticket prioritisation is determined based on impact; giving us adequate information about the impact of the issue can help us to assign the correct priority level to your support ticket.
Requesting bulk changes and ad-hoc reports
The Xemplo Support Team will accept requests for ad hoc reports that cannot be extracted from the system, or bulk changes, on a case-by-case basis.
Changes must be requested via the Xemplo Support Team and include all relevant data required to process the change or create the report, a minimum of 1 week prior to the due date.
- Changes to Worker Files: Requests must apply to a minimum of 25 worker files
- Document Uploads/Management: Requests must apply to a minimum of 50 documents.
- Other Worker Related Record Changes: Requests must apply to a minimum of 50 records.