Remote Payroll Service Level Agreement (SLA): Where to Contact for Help with Daily Tasks, Roles & Responsibilities

We understand that you may have questions or need assistance with various aspects of your work. This article provides information on where to contact for help with different types of tasks and queries.

Whether you need payroll support, have general questions about Remote, or want to understand our service level agreements, we've got you covered.

Please email our Payroll Solutions Team at  gp-help@remote.com. Our Payroll Client Services team will get back to you via email! 

Please use the Comments section in the Payroll page n the product. You can read the detailed steps in "How to approve payroll". 

Please click here and review our Service Level Agreement

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• • This Service Level Agreement (SLA) between Remote and Customer outlines expectations and responsibilities to foster a transparent, trust-based relationship. It establishes clear standards to ensure reliable and efficient payroll services. 
    (This SLA does not cover the provision of our services in the US)

Remote’s contractual relationship is with the Customer. As such, all payroll support requests should be initiated by the Customer (or an authorized Customer contact) on behalf of their employees.

While employees may be involved in providing information or context, Remote does not have a direct contractual relationship or support obligation with Customer employees. For this reason:

• Individual team members (employees of the Customer) should not contact Remote Support directly for payroll-related questions.
• Customers are responsible for gathering any needed information from their team members and reaching out to Remote through the appropriate support channels.
• This expectation applies to all payroll-related inquiries, including daily tasks, payroll-related questions, and issues resolution.