Time Clock Support

Time Clock Support

SBV provides email and phone support for the HandPunch series of time clocks. SBV will also provide loaner service while your HandPunch is being repaired. SBV will provide support on all HandPunches purchased from SBV and we will provide support on HandPunches that you had prior to using the SBV software provided that your contract notes this in the HandPunch section.

When purchasing HandPunches from a vendor, the vendor needs to provide you support on the HandPunch, while SBV will provide you support on configuring the software to work with your HandPunch. In the examples below, if you have SBV time clock support then SBV will help you with both the issues that are noted as the responsibility of the Vendor and noted as the responsibility of SBV.

These examples are to clarify what SBV is responsible for when an issue has been identified as "time clock related".

Configuring a new HandPunch

All information necessary to setup the HandPunch that could include IP address, gateway address, subnet mask and port forwarding will be the responsibility of the Vendor working in conjunction with your IT company.

Entering the HandPunch information into the software

SBV will enter the IP address of the HandPunch into the software and test communications. If the software cannot communicate to the HandPunch then the issue moves back to the Vendor.

Enrolling

Instructions on how to use the HandPunch to enroll employees is the Vendor's responsibility. Help on what number scheme to use, entering the clock numbers into the software and identifying HandPunch supervisors is the responsibility of SBV.

Synchronizing of hand information when using multiple HandPunches

This is done by the software so is the responsibility of SBV provided each time clock is communicating.

Biometric issues

A biometric issue occurs when an employee places their hand in the HandPunch and their hand is rejected because it is not a biometric match. If employees were enrolled using unique clock numbers and employees are using their correct number at the HandPunch then this is biometric issue which the responsibility of the Vendor. Using the software, SBV can help you identify what appears to be a biometric issue but is occurring because employees are not using the number that they were enrolled with or multiple employees were enrolled on the same number.

No punches

If punches are not appearing in the software then SBV will determine if this is because the software cannot communicate to the HandPunch. If the software cannot communicate to the HandPunch then this is the responsibility of the Vendor who may have to work with your IT company in order to resolve the issue if it is network related. If the punches are in the software but not appearing on the time cards then SBV will provide support to determine the issue. e.g. the employee was enrolled on a different number than was entered into the software.

HandPunch not working

Any issue where the HandPunch is not functioning is the responsibility of the Vendor, perhaps working in conjunction with your maintenance or IT department. This includes power issues and physical issues such as damage to the HandPunch. Any parts that you need such as the key or power supply are the responsibility of the Vendor.

Loaner

If your HandPunch is not functioning and you need a loaner clock while your clock is being serviced then this is the responsibility of the Vendor.

Unable to enroll

If an employee can punch but cannot enroll then this is the responsibility of SBV. HandPunch supervisors are controlled by the software so employees that can enroll need to be identified in the software.