Poor communication with customers reflects badly on an otherwise solid product

Paylocity is well suited for a mid size company with unique HRIS/Payroll needs. The software is comprehensive and there is a broad range of functionality and customizable reporting. With the exception of specific features and some settings/filters, Paylocity is fairly intuitive and easy to navigate. It is unfortunate that the communication with customer service representatives is so poor. Sometimes we are fortunate to receive assistance from someone knowledgeable and helpful. Often, our time is grossly wasted and we can wait as long as a month to hear back on an issue. There have been several large-scale issues during time-sensitive payroll cycles as well. This past pay period, we began having reporting issues with specific staff during payroll reporting. We've had no response in over a week. We were left on hold for over 15 minutes only to be disconnected; not the first time, as the team is largely remote and unapologetic. Twice in the past 3 months, all reports have been down during a payroll cycle. There are often server issues which make it difficult for staff to successfully sign in/out. Paylocity is not an inexpensive payroll/HRIS solution. A little customer service goes a long way.