TECHNOLOGY / POST GO-LIVE SUPPORT
Lavasource is trusted by leading organizations
WHERE YOU ARE
The platform is live. The question is what it is doing for you.
Organizations come to us at two different moments. One is urgent. The other has been quietly costing money for years.
Something is not working
When it needs fixing now
Your support partner is not doing what you need
Tickets close, the retainer runs, and the thing you actually asked for is still on the list.
The same problems keep coming back
Payroll exceptions one cycle, a carrier file the next, a report nobody trusts after that. Each one gets resolved on the day, and something close to it arrives again.
The system was never built the way you expected
What went live is not what was designed, or not what the business needed by the time it landed.
It could be working harder
When it is quietly costing money
You are paying for modules nobody switched on
Functionality you are licensed for, sitting unused, alongside releases that were never adopted.
Your business reorganized and your Dayforce configuration did not
An acquisition, a carve-out, a new country. The organization moved and the configuration stayed where it was at go-live.
Open enrollment and year-end are a scramble every time
Plan changes configured late, carrier files that fail quietly, and rules that only break when the calendar reaches them.
WHERE IT STARTS
Start with a free health check
A targeted review of your live system or your payroll build, and a written report of what to fix first, with the work estimated in hours. Choose the Dayforce System Health Check or the Payroll Health Check.
- Free
No cost, and no commitment afterwards - Up to a day of our time
Targeted, so you get something you can act on - A written report
Findings ordered by impact, each estimated in hours
Get a free health check
HOW SUPPORT WORKS
Choose your support
Buy a block of hours and use it wherever your system needs it. Payroll has its own three levels of support. Hours can move between the two at no extra charge.
Dayforce support and optimization
A block of hours, used on whatever the platform needs that week. Nothing to choose in advance and nothing allocated by module.
What the hours cover
- Configuration changes and upgrades
- Reporting, dashboards and BI
- Integrations and carrier feeds
- Problem solving and query resolution
- New modules and open enrollment
- Acquisitions, new countries and structure changes
- Process and utilization reviews
- End user training
How the hours work
- Choose the service level that fits how critical the work is
- Top up at any time at your hourly rate
- Unused hours last 18 months
- Move hours to payroll support at no extra charge
Support hours · example Block of 200 h
162 hleft
- Headcount dashboard builtReporting− 6 h
- Year-end payroll query resolvedPayroll support− 2 h
- Carrier file fixed before open enrollmentIntegrations− 8 h
- Quarterly release tested and switched onUpgrades− 12 h
- New pay group configuredConfiguration− 6 h
- Training for new managersTraining− 4 h
Top up at any time. Unused hours last 18 months.
Three levels. What separates them is how much of the payroll cycle sits with us. Your payroll level and your Dayforce hours run alongside each other.
SILVER
Payroll support and guidance
- Basic payroll support for everyday issues
- Query resolution and impact assessments
- Common errors assessed and solutions set out
GOLD
Support, advisory and recommendations
- Everything in Silver
- A health check on your current build, with the changes required
- Consultancy on best practice and streamlining current processes
PLATINUM
Transitional
- Everything in Gold
- Transition from your existing support to ours
- Project planning of changes, and a roadmap into Lavasource support
- Training and consultancy for organizational gap analysis
- Hands-on cover through the transition to self-sufficiency
- Aftercare, and a relationship built for the long run
HOW IT WORKS
Taking on a system we did not implement
Somebody else built it. We work out how, then we run it.
01
Find out how it actually behaves
We test the configuration against real cases rather than against whatever documentation exists, and the health check is where that happens.
02
Separate the data from the configuration
The two look identical from the outside and they are fixed in completely different ways.
03
Take it on
Your service level agreed, and an impact analysis before any change goes in, so you know what a change touches before it is made.
04
High priority issues first
The critical and major findings go first. Switching on capability you are paying for and not using comes after that.
How support runs
One support lead, the right consultant for each request
Kick-off call
Your support lead walks you through how to log a request, your service levels, how hours are tracked and the escalation path.
Day to day
You raise a request. Your support lead reviews it and assigns the consultant who specializes in the module it affects.
Every month
A meeting and regular updates on the work done and the hours used.
Senior sponsor
A senior leader sponsors every support engagement.
THE BENCH BEHIND THE TEAM
Specialist depth, on the weeks you need it
Some work sits outside what any support team carries day to day. A benefits specialist for three weeks. Someone who has run payroll in a country you have just acquired into. We bring them in from our own vetted marketplace of HR technology specialists.
Explore the Talent Marketplace for organizations
Comes out of your hours
No separate contract and no new supplier to set up.
Already vetted
Validated by practitioners who have done the work themselves.
Available for a window
For as long as the work needs, and no longer.
What our clients say
Rated 4.7 out of 5 across verified client reviews on Raven Intelligence, the independent review platform for implementation partners.
GOOD TO KNOW
Questions we are asked before the first call
You did not implement our system. Can you still support it?
Yes. You buy a block of hours and we get going, starting with a health check so both sides know exactly what we are taking on.
Dayforce already includes support. Why would we need more?
Dayforce support comes with every customer contract at no extra cost, and it is not something to pay us to duplicate. We start where that support stops: the configuration work, the integrations, the reporting and the changes your business needs made.
What is the difference between hypercare and post go-live support?
Hypercare is the intensive support period at the end of an implementation, and it is time-boxed. Its job is to stabilize. Post go-live support, sometimes called managed services or AMS (application managed services), starts when hypercare ends, and its job is to run and improve the platform for as long as you need it.
We are still in hypercare. Can we start now?
Yes. Hypercare belongs to the implementation, and a block of support hours runs alongside it for anything the project scope does not cover.
How is ongoing support priced?
Dayforce support is bought as a block of hours, used wherever your system needs them. Payroll support comes in three levels, Silver, Gold and Platinum. Hours last 18 months, can move between Dayforce and payroll support at no extra charge, and you can add more at your hourly rate.
Can we use our hours on both Dayforce and payroll work?
Yes. Hours can move between Dayforce support and payroll support at no extra charge, so a busy year-end or open enrollment does not need a new contract.
How do we keep track of our hours?
Hours tracking is set up at the kick-off call, and you get regular updates and a monthly meeting on the work done and the hours used.
What happens if we use all our hours?
More hours get scoped and added to your existing contract, or you start another block. Either way it is a short conversation rather than a new negotiation.
Do you run our payroll?
No. We support the Dayforce platform your team runs payroll on, and we troubleshoot with you when a pay run goes wrong. Processing payroll stays with your team.
What are the most common problems you find?
Small defects and process questions sit unresolved once ownership between HR and IT is unclear. Integrations stop being watched. Approval controls over access and confidential data turn out never to have been built. Self-service and reporting adoption stalls. Underneath all of it, the people who knew why the system was built the way it was have moved on.
Is it too early to get a support partner?
Usually the opposite. The first twelve to eighteen months after go-live is when configuration drifts furthest from the design. Finding it early is cheaper than finding it in a year-end run.
We are not live on Dayforce yet. Can you help?
Yes, through our implementation services. This page covers support once you are live. See implementation services.
START THE CONVERSATION
Talk to us about your system
Tell us what prompted you to look and what you need, and we will come back to you.
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Ask a question or tell us what you need.
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