Support

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Knowledge Base

Read articles or watch videos to learn more about our software. Find Answers

Secure File Share

Exchange case information with our team through a secure web portal. Upload Secure Data

Contact Support

Monday – Friday, 8am – 6pm EST

Call (929) 450-4101

We support our contracted clients and partners with the use of our software and services.

We do not directly support non-contracted users or individuals, however we offer community support through our Common Benefits User Forum.

Support Request

Include as much information as possible but do not include SSN or other private employee information in your description or screenshot. If your support request involves HIPAA compliant information, upload the information via our secure support site.

After Hours

We offer technical support for current cases with emergency issues. To prearrange after hours phone support please contact your assigned Common Census representative in advance. After hours phone support is billable at 2x the contracted rate with a $200.00 minimum charge and may only be requested by authorized client contacts. To receive detailed instructions on after hours contact please call 929-450-4101.

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Support Policy

Common Census supports our contracted clients and partners with the use of our software and services. We strive to provide a high level of support to a single point of contact who will in turn support their clients and team members. Common Census does not directly support non-contracted individuals, however we offer community support through our Common Benefits User Portal.

Regular business hours are 8am to 6pm Eastern, Monday through Friday. Issues should be submitted directly to a Plan Design Services representative or through support@commoncensus.com using the Support Request Template.

Non-business hours support is available for emergency issues. Issues that are deemed urgent will be supported. Issues resulting from Common Census error will not be billed; urgent issues not resulting from an error will be charged to the appropriate party at 1.5x the contracted rate.

Support Issues

Common Benefits is the web portal used by our clients to enroll and manage benefits. Common Census supports the case file including benefit setup and system functionality. Common Census does not support technical issues with the computer outside of an approved web browser.