Support & Maintenance
You may spend 3 months choosing a system and years being supported.
Investing in a new HR and payroll software solution can be daunting, but Cascade is committed to delivering outstanding support to all clients. At our Head Office in Leeds, West Yorkshire, we have a support team who are dedicated to resolving customer queries, which may range from simple “how do I do this?” queries through to more complex configuration or operational assistance.
Not only do we provide a comprehensive, in-house first and second line Service Desk but we support you further with a dedicated third line service capable of interacting with your system when requested and providing a level of application and technical support not normally associated with the Service Desk function.
All service desk calls are logged and our systems help us monitor and operate to our SLA (Service Level Agreement) to ensure timely responses, excellent communication and fast resolutions.
Interact, review and take ownership.
You can interact with our Service Desk through traditional methods, such as telephone or email or use our Client Portal which provides the facility to submit queries, review progress of incidents and access a plethora of resources to help you get the best from your Cascade system. The portal is even accessible through the Cascade application itself.
New features, new opportunities, no extra cost.
Whilst remote support and diagnostics give very fast issue identification and resolution we dont forget that our relationship with you at a personal level is essential. As well as the Service Desk you are allocated a dedicated account manager who will contact you throughout the year to ensure everything is running smoothly. These are dedicated Account Managers, who aren't sales people and dont have a sales background. In fact, they report to the Client Services Director, not the Sales Director and sit in the Client Services team alongside Service Desk and the Project teams. We also have an active user-group which meets regularly, giving you the opportunity to learn about forthcoming features and modules we are developing. You are invited to influence our future product features and development plans, and you get a unique opportunity to network with fellow HR professionals.
Our comprehensive support and maintenance service includes updates and patches including new versions of the products you have purchased licenses for. New features and good ideas come from people like you, i.e. our satisfied users. We have found that the people who use our system, day-in, day-out, have the very best ideas, and we welcome your feedback.
Cascade's Service Desk team.
Sarah McNicoll, Service Desk Manager at Cascade (pictured above), and some of her team of service desk professionals are here to help our clients get the very best from the Cascade range of HR and Payroll solutions. .Also shown to the left are other members of the Service Desk team at Cascade.
Creative Scotland Choose Cascade HR! 
Cascade’s hopes of record-breaking year as team heads for Olympia