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TrainingClockOn Support
ClockOn’s local Australian support team helps you run payroll confidently. Submit a ticket via support@clockon.com.au
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Knowledge Base Access
We offer a range of tutorials and guides to help you get started and resolve common issues.
Customers can access:
• ClockOn Online Knowledge Base
• Desktop Knowledge Base
Documentation covers rostering, time tracking, payroll, compliance and integrations.
Support for New Customers
Our support team is available to assist you with your initial setup.
New customers can:
• Claim a free 10-minute help session
• Book structured training ($120/hour)
• Request a full paid implementation (from $120)
The free help session is ideal for early guidance, navigation questions or minor configuration support.
For businesses wanting a fully configured system, our Implementation Service can complete the setup for you.
Implementation & Onboarding
Implementation is a structured, paid service delivered by ClockOn’s Implementation Team.
This service is suited to businesses that want:
• Awards configured correctly
• Pay rules validated
• Payroll settings professionally set up
• A guided rollout to reduce payroll risk
The implementation process includes:
• Data collection and validation
• Award and pay rule configuration
• System setup
• Pre-Pay accuracy checks
• Deployment support
Pricing starts from $120, with full implementation quoted based on payroll complexity.
Contact us to request a tailored quote.
Go-Live Support
Go-Live Support is included for customers who proceed with full implementation.
During your first live pay cycle, our team assists with:
• Entering Year-To-Date balances
• Processing your first payroll
• Validating STP submissions
• Confirming compliance reports
A successful live pay confirms the system is operating as configured.
Training
Training is available for businesses that want to build internal capability.
Sessions can be booked to train:
• Payroll managers
• HR administrators
• Rostering managers
• New staff members
Training can cover:
• Rostering workflows
• Time and attendance approvals
• Payroll processing
• Compliance reporting
• Advanced award structures
Sessions are delivered online and tailored to your system setup. Cost is $120/hour
Ongoing Support Options
After setup, customers receive access to:
• Email support ticketing
• Structured troubleshooting
• System updates and release notes
Phone support is available as a plan upgrade for businesses requiring direct assistance during payroll cycles.
ClockOn Connect
ClockOn Connect is our secure screen sharing tool used to provide real-time support when required.
This allows our support team to temporarily view or access your screen with your permission to resolve configuration issues, troubleshoot errors or guide you through processes step-by-step
ClockOn Connect is typically used for:
• Complex award configuration
• Payroll troubleshooting
• Installation or deployment issues
• Scanner or device setup
• System navigation assistance
Sessions are initiated by you and only active during the support appointment. No ongoing access is retained.
ClockOn Connect helps reduce back-and-forth emails and allows issues to be resolved faster during live support.
"The support from ClockOn during the implementation and change-over period was exceptional; the training provided was concise and the system itself very user friendly"
⭐⭐⭐⭐⭐
Frequently Asked Questions
How long does setup take?
Most customers go live within 4–6 weeks. The exact timing depends on how quickly payroll and employee data is supplied and how many pay rules or awards need configuration. We’ll provide a clear project timeline once data collection begins.
What do we need to provide to get started?
You’ll receive a simple Data Collection Checklist covering employee information, pay structures, awards, and business settings. The more complete your data, the faster we can finalise your setup.
Do we get help setting up awards and pay rules?
Yes. Our implementation specialists configure your awards, allowances, and penalty rules for you, including validations against Fair Work standards. You’ll review and sign off after a Pre-Pay Check to confirm accuracy.
What training is included?
We provide live online sessions tailored to your business. These cover rostering, timesheets, system admin, and payroll processing - ensuring your key team members are confident before the first live pay run.
What if I already use Xero or MYOB?
ClockOn connects with accounting platforms like Xero and MYOB. During deployment, our technical team will test these connections to make sure everything works smoothly.
How do we know the setup is correct before going live?
We run a Parallel Pay {processing your payroll side-by-side with your old system} to confirm all calculations and reports match before your first live pay. You’ll only go live once you’re satisfied.
What support do we get after going live?
Dedicated Go Live assistance is included, with the option for extended post-implementation monitoring. Our support team is Australian-based and ready to assist with any payroll, compliance, or configuration questions.
What happens if we have complex awards or multiple locations?
Our system handles multi-site operations, higher-duties allowances, and complex award structures. Your implementation specialist will map these correctly so compliance is maintained across every site or roster.