PAYROLLCLOUD LIMITED

Issue remediation

Issue Remediation is an AI assistant that takes user-reported Oracle HCM UI problems, summarizes the issue, maps it to the right Redwood feature, checks required configurations, and returns clear remediation steps and reports so teams can quickly fix post-update breakages.

Features

• Captures free-text problem descriptions in the redesigned interface.
• Auto-summarizes issue and current state in simple terms.
• Identifies impacted module or feature automatically.
• Maps issue to the closest Redwood feature with confidence score.
• Lists all required configurations and dependent components.
• Validates profile options and configuration flags instantly.
• Highlights missing or incorrect settings with clear warnings.
• Provides a full feature-readiness validation summary.
• Exports detailed remediation reports for sharing and audit.
• Guides or triggers required configuration fixes via remediation action.

Benefits

• Greatly reduces post-Redwood or UI update analysis time.
• Helps non-technical users describe issues and get solutions.
• Cuts trial-and-error debugging across FSM and profile options.
• Pinpoints exact configuration blockers quickly.
• Prevents long outages of critical HR processes.
• Standardizes consultant and support troubleshooting steps.
• Improves HR–IT–developer collaboration through shared reports.
• Reduces misconfiguration risks when enabling new features.
• Builds a growing knowledge base of resolved issues.
• Boosts confidence adopting new Oracle UI features.

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at pcl@payrollcloudcorp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

595104380902462

Contact

Dharmesh Agarwal
+441618186986
pcl@payrollcloudcorp.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Payroll management

  Human capital management

  • Core Human Resources Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Oracle Cloud HCM, Workday HCM and Payroll, SAP SuccessFactors / SAP HCM Payroll, ADP Workforce Now, HiBob.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: We strive to respond to questions promptly during our working hours, which are from 9 AM to 5 PM (UK time), Monday to Friday. Response times may vary, but we aim to address all inquiries within these hours as quickly as possible. Please note that response times may be different over the weekends, as our office is closed, and inquiries will be addressed on the following business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have tested our customer support chat for accessibility with assistive technology users. Specifically, we conducted sessions with three screen reader users (JAWS and NVDA) to validate real-world usability. During testing, we identified that incoming message notifications were not being announced, so we implemented ARIA live regions to ensure they are properly read out. We also found that the Send button required mouse interaction, so we added keyboard handling to allow sending via the Enter key. Following these changes, we re-tested and confirmed alignment with WCAG 2.2 AA requirements.
• Onsite support: Yes
• Support levels: Our support levels are tailored to meet specific customer requirements. We offer a spectrum of assistance, ranging from basic guidance to a more involved approach. We assign a dedicated technical account manager for this purpose.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We offer basic user documentation and has the option to deliver an in-depth training package upon request.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, customers can fully extract their data. A time-bound data export window is provided, during which all reports, variance records, and configurations can be downloaded via API or bulk export, and a secure data dump (such as CSV/Excel/JSON plus PDF reports) can be provided on request. After this export period, customer data is securely deleted in accordance with the agreed data retention and destruction policy.
• End-of-contract process: At the end of the contract, we initiate a closure process that includes data handover, final service audits, and a review of the contract fulfillment. Data will be preserved securely until the hypercare period concludes, after which users will be guided on how to extract their data. Included in the contract price are the standard services as agreed upon at the start, such as HyperCare. Any additional services requested outside of the original scope, like regular management, support, maintenance tasks extensive data analysis, will incur additional costs. Specific details of these additional services and their costs will be clearly communicated and agreed upon with the client during the contract period or as the need arises.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The application is fully mobile-enabled and the user experience is the same on both devices. Raw data can’t be viewed on mobile.
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Service interface is provided through NEXT.JS and powered by Azure Virtual messenger.
• Accessibility standards: EN 301 549
• Accessibility testing: We customize its support levels to match the unique needs of each customer, providing a range from essential support to more comprehensive engagement. To achieve this, We ensure that each client is partnered with a dedicated technical account manager.
• API: Yes
• What users can and can't do using the API: Can: submit issues, fetch summaries and remediation plans, update status, export specific reports. ; Can’t: directly change Oracle configs, see other tenants’ incidents, or retrain global models.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our service is customizable to align with client-specific needs. Custom roll, login system...for sso they can choose any IAM like Azure, Oracle OCIAM or Octa. They can configure the system based on their own raw data formatting

Scaling

• Independence of resources: Issues, diagnostics, and remediation reports are scoped per tenant and optionally per application environment.

Analytics

• Service usage metrics: Yes
• Metrics types: Issue volumes, per-module counts, resolution suggestions generated, risk levels, status (open/closed), and response times.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Through UI interface. Detailed instructions and support will be provided to ensure users can perform the export smoothly and securely, maintaining the integrity of their data throughout the process.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
  • Word
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • Word
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: https://azure.microsoft.com/en-us/support/legal/
• Approach to resilience: https://azure.microsoft.com/en-us/support/legal/
• Outage reporting: https://azure.microsoft.com/en-us/support/legal/

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: As per customer requirements
• Access restrictions in management interfaces and support channels: Role-based, least-privilege access; restricted, audited support access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: https://azure.microsoft.com/en-us/support/legal/
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to the platform (configuration, code, and infrastructure) follow a controlled secure development lifecycle with formal design review, security and risk assessment, and documented approvals. All updates are built and tested in non-production environments with peer review, regression testing, and defined rollback procedures. Production access for deployments is restricted through role-based controls, and all changes are fully logged and auditable. Configuration updates (rules, thresholds, mappings) use version-controlled stores with maker–checker approval where required. Emergency changes follow an expedited but documented process aligned to incident response, with mandatory post-implementation review and corrective actions for any deviations from the standard protocol.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: https://azure.microsoft.com/en-us/support/legal/
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Please see Oracle product terms https://azure.microsoft.com/en-us/support/legal/
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Please see Oracle product terms https://azure.microsoft.com/en-us/support/legal/
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The free version lets users submit a limited number of issues, receive AI-generated summaries, see mapped features, and view basic remediation suggestions. Bulk issue ingestion, custom rule sets, and enterprise export/reporting are limited.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 10%
• Between £250,000 and £500,000: 15%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Ce021e2e-d1b0-452a-a9d8-1c37030ad6ff
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at pcl@payrollcloudcorp.com. Tell them what format you need. It will help if you say what assistive technology you use.