When trying to find an answer or a solution to a problem in Unit4 ERP it’s important to know who to contact. The list below outlines the channel to use depending on the type of query you have.

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Service Level Agreement (SLA)

All channels operate a five-day SLA, meaning the recipient aims to respond to your query within five working days of it being raised. On occasions, volume of work may mean it will take longer than five days to respond to your query. Should this happen, do not send a duplicate email or raise a duplicate ticket as your initial submission will have been received.

 

If a response has not been received within 15-working days, please call the ICT Service Desk using the relevant option.

Contact information by query type

 

Unit4 ERP system issues
• System errors
• Access and log in details (including updating access/cover whilst manager is absent)
• Work schedules

• Issues with forms in workflow

• Issues with reports

• General Data Protection Regulation (GDPR) breaches

 

Contact: Unit4 Helpdesk

Tel: 0300 123 8093

 

ICT Service Desk Online

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URGENT pay queries

• You have not been paid
• There is a significant error in your salary

 

Contact: Urgent Pay Line
Tel: 0300 123 7729

 

Non-urgent pay queries

• Requesting progress on an Employment Admin Form, Resource Admin Form or Leaver Form
• There is a small difference in your pay
• Payslip not received  

 

Email: Recruitment and Pay on the relevant email address

 
CEC councils, ANSA, Orbitas, Tatton Park Enterprises, Adjudicators 

Email: tseastofficers@ecwip.co.uk

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Cheshire West & Chester Council, Winsford Town Council

Email: tswestofficers@ecwip.co.uk

 

CEC primary, secondary and special schools 

Email: TSEastSchools@ecwip.co.uk

 

CW&C primary, secondary and special schools

Email: TSWestSchools@ecwip.co.uk

 

Academies 

Email: TSAcademies@ecwip.co.uk

 

Invoice queries

• When is my invoice getting paid?

• When was it paid?

• Sending invoices for payment

 

Email: Payments internal helpdesk

Absence reversals

• An error was made in the information entered and a user wants this reversed
• An open-ended absence was submitted and now an exact absence entry needs to be submitted

 

Email: tsabsenceteam@ecwip.co.uk
 

How do I…? questions/queries

• How do I key in sickness absence?

• How do I set up a new supplier?
• How do I set up a new starter?

 

Training resources are available in the Resources section - password b4beastwest

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Can’t find what you’re looking for? - contact your Change Champion

CW&C Change Champions - including schools and academies  - once you have found your change champion in the list on i-West, click on their name to contact them by email.

CEC Change Champions

CEC Change Champions - schools and academies