Contact SICORAX Support Feature

Through this feature, you will be able to:

• Submit HRMS support requests
• Submit queries related to HRMS
• Report technical issues encountered in the system
• Upload screenshots to better describe problems
• Follow-up support request tickets

Examples of When to Use the feature within the following HRMS modules: Employee, Payroll, HR, TA, ESS and PMS

• Need guidance on a feature
• Need to request support for a new configuration
• Need to implement a new HRMS feature or module
• Training request
• Meeting request
• A process is not running as expected
• Encountering an error message while using a functionality

How to Use the Contact SICORAX Support Feature

• To submit HRMS support requests or submit queries related to HRMS, refer to section 1 below
• To report technical issues encountered in the system and upload screenshots to better describe problems, refer to section 2 below
• To submit meeting requests, refer to section 3 below

Section 1: Submit HRMS support requests or submit queries related to HRMS

* Step 1: Click on the “Help” button on the toolbar

* Step 2: Click on the “Contact SICORAX Support” button

• Step 3: Answer the 4 Priority Questions which will help us assess urgency and importance

• Select “Yes” or “No” for each question

• Step 4: Write Your Email Message

• - Subject: Brief title of your support request

• - Text: Describe the request clearly

• Step 5: Click the SEND EMAIL button to submit your request to our support team.

• After your request is submitted, you will receive an email in your Sent Items

• Then, your request will be handled by our support team based on its priority level

Section 2: Report technical issues encountered in the system and upload screenshots to better describe problems, refer to the illustration and steps below

* Illustration 1: You encountered an error message via Payroll > Monthly Procedures > Payments/Deductions

* To report the issue encountered: Follow the steps below:

• Step 1: Double-Click on the “Screen capture” button

• Step 2: Click the “Allow” button

• After clicking the “Allow” button, the screen capture will automatically be saved to your folder Downloads

* Step 3: Click on the “Help” button on the toolbar

• Step 4: Click “Contact SICORAX Support”

• Step 5: Answer the 4 Priority Questions which will help us assess urgency and importance

• Select “Yes” or “No” for each question

• Step 6: Write Your Email Message

• - Subject: Brief title of your issue

• - Text: Describe the issue clearly. Include steps, error messages, etc.

• - Attachments: Click “Choose files” to upload screenshots or documents (you can upload several screenshots which are related to the issue you are reporting)

• Step 7 : Click the SEND EMAIL button at the top-right to submit your request to our support team.

• After your request is submitted, you will receive an email in your Sent Items

• Then, your request will be handled by our support team based on its priority level

Section 3: Submit meeting requests

* Step 1: Go to Home Page and Click on the “Help” button on the toolbar

* Step 2: Click on the “Contact SICORAX Support” button

• Step 3: Write Your Email Message

• - Subject: Brief title of your meeting request

• - Text: Describe the request clearly

• Step 4: Click the SEND EMAIL button to submit your request to our support team.

• After your request is submitted, you will receive an email in your Sent Items

• Then, your request will be handled by our support team

How to view the support log request for the Contact SICORAX Support Feature

Note: The support log request will be available on HRMS by 10 September 2025

* Step 1: Click your User Name

* Step 2: Click My Supports

* You can view and track your submitted support requests. You may also use the available criteria to refine your search for better follow-up