Scope of Support

You can access the Client Support Center by going to:

https://support.symmetry.com

You will be required to log in in order to access all resources available within the Client Support Center. For additional details on accessing the Client Support Center, please see the following article:

User Management Frequently Asked Questions

Click on "Need Help? Submit a Support Ticket" located in the top right of your screen. This is only visible upon logging into the Client Support Center.

Submitting a ticket allows you, the client, the opportunity to provide any and every detail related to your inquiry. By doing so, our Software Support Analysts are able to dive right in and work toward a quick resolution.

For details on reporting major incidents or emergencies, please see Defects and Other Reportable Issues.

Our business hours are from 8:00am to 5:00pm, Monday through Friday, Arizona local time (please note that Arizona does not observe Daylight Saving Time).

A Symmetry representative will respond to submitted support tickets within 24 hours of the initial ticket receipt. Any tickets received during weekends (5:00pm Friday to 8:00am Monday, Arizona local time) or on holidays will be addressed on the following business day within 24 hours of 8:00am, Arizona local time.

Symmetry Software is closed on the following holidays:

• New Year’s Day
• Martin Luther King Jr. Day (MLK Day)
• President’s Day
• Memorial Day
• Juneteenth
• Independence Day
• Labor Day
• Veterans Day
• Thanksgiving Day
• Day After Thanksgiving
• Christmas Eve
• Christmas Day
• New Year’s Eve

A holiday that falls on a Saturday will be observed on the preceding Friday. A holiday that falls on a Sunday will be observed on the following Monday.

 

We always recommend first checking out our real-time Product Status Page for any known/identified issues.

Symmetry Software Product Status Page

If there is no indication of a service disruption, please submit a support ticket!

We realize there may be a need to submit a ticket for a suspected defect within any particular product you may be licensing. When submitting suspected defect tickets, please provide as many details as possible.

Some helpful details include:

• The correct product, release version, and expected behavior is clearly identifiable.
• Providing explanation of the issue and exact steps to replicate (including screenshots).
• Sharing any troubleshooting you have already performed.
• The Priority Level per Symmetry's definitions:

• • URGENT - Production down; unable to process payroll; needs highest level of attention.
  • HIGH - Critical inquiry related to a calculation error or issue.
  • NORMAL - Task request, tax compliance update, general question/validation related to documentation.
  • LOW - Enhancement or new feature/functionality request.

Yes! We continuously monitor the status of all Symmetry Software APIs and related services. Click the link below to view the status page and subscribe to receive email notifications of any system downtime and when service is restored.

 

Symmetry Software Status Page

 

If the Status page does not identify any known issues (at the current time), please submit a ticket to our support team and be sure to prioritize the ticket as "Urgent".

Symmetry Tax Engine (STE)

STE Web API

• For all calculation issues, provide a detailed calculation of the results expected from the STE, the withholding guide that you referenced for the calculation, and the relevant Unique Tax ID
• Identify which endpoint you are calling and attach the JSON or XML contents of your request and response.

STE On-Premise SDK

• For all calculation issues, provide a detailed calculation of the results expected from the STE, the withholding guide that you referenced for the calculation, and the relevant Unique Tax ID
• Specify which programming language interface your installation is using and provide a log file from the transaction set to “DEBUG” level logging. If the issue is installation related, specify your operating system
• Provide any IDE or console errors that were returned when executing your application.

Symmetry Payroll Forms (SPF)

SPF API

• Identify which endpoint or URL you are calling
• Attach the JSON contents of your request and your response

SPF Web Application

• Identify the web browser, browser version you are using, and any errors received from the web browser or the application itself
• Provide the Registration Context XML (the XML submitted to SPF), the URL and profile hash you are using to access SPF, and whether your issue is with staging or production
• If the issue pertains to the forms returned or questions process, provide a copy of the complete XML output stream including log data

SPF On-Premise

• Identify the web browser, browser version you are using, and any errors received from the web browser or the application itself
• Provide the Registration Context XML (the XML submitted to SPF), a log file from the transaction set to “TRACE” level logging, and a copy of your “settings.xml” file
• If the issue pertains to the forms returned or questions process, provide a copy of the complete XML output stream including log data

Symmetry Payroll Point (PRP)

Symmetry Payroll Point API

• Identify which endpoint or URL you are calling
• Attach the JSON contents of your request and your response
• If multiple addresses are contained within the request, specify the specific address that is causing the issue

Symmetry Payroll Point Portal

• For Maps, specify the resident and work address used, provide screenshots of the expanded Work Location and Home Location sections, and provide screenshots of the section returning unexpected results
• For Batch, identify the batch name and line number(s) causing your issue, and if importing a CSV batch file then include that file as well

Symmetry Minimum Wage Finder (MWF)

MWF API

• Identify which endpoint or URL you are calling
• Attach the JSON contents of your request and your response

MWF Portal

• For Maps, specify the work address used, provide screenshots of the expanded Work Location section, and provide screenshots of the section returning unexpected results
• For Batch, identify the batch name and line number(s) causing your issue, and if importing a CSV batch file then include that file as well

Calculators by Symmetry (CBS)

CBS API

• Attach the JSON contents of your request and your response.

CBS Widgets

• Provide the page HTML that references the widget
• Provide a screenshot of the initial calculation page with all relevant values entered and a screenshot of the calculation results page

Webhooks by Symmetry (WBS)

• Provide a screenshot of the webhook trigger criteria and specify the product (Symmetry Tax Engine or Canadian Tax Engine).
• Provide the log for the payload/error in question. If you have error email notifications enabled, please provide a copy of the error email.
• If receiving payload via email, provide a copy of the email.

A major incident is an emergency-level loss of service or disruption that affects a large percentage of users.

This would include outages of the following services:

• Calculators by Symmetry (CBS)
• Location Code Service (LCS-WS)
• Symmetry Tax Engine Web API (STE-Hosted)
• Symmetry Location Service (SLS)
• Symmetry Payroll Forms Web Service (SPF-WS)
• Symmetry Payroll Point (PRP)

In the rare event a major incident is detected, please contact support using the following methods and indicate the level of Priority so Symmetry's technical experts can restore service swiftly.

• • During business hours (8:00am to 5:00pm, Monday to Friday, Arizona local time), call +1-480-596-1500
  • For after-hours support, call +1-480-596-1500 and press 1 to be connected to our after-hours phone service. Please state that you are experiencing a major incident. The operator will have the on-call support analyst follow up with you promptly.

Symmetry Software updates each product and service monthly. Symmetry Software may deploy interim releases to remain compliant with newly introduced tax changes and to maintain product/service stability. Historically, these interim releases occur during year-end and are driven by tax agency updates.

Interim releases may be warranted for a number of reasons such as a last minute tax change or update needing to be captured before the effective date, or to quickly resolve an issue identified in a previous release. Interim releases requested by a client are reviewed on a case-by-case basis and approved based on urgency, as determined by Symmetry Software.

All times are in Arizona Time (UTC-7).

Product	Release Frequency
Symmetry Tax Engine (STE)	Second Friday of each month, 8am–6pm
Symmetry Payroll Forms On-Premise SDK	Last Friday of each month, 8am–6pm
Symmetry Payroll Forms Hosted	Last Friday of each month, 8pm–10pm*
Symmetry Payroll Point	Second Friday and last Friday of each month, 8am–6pm**
Calculators by Symmetry	Last Friday of each month, 8am–6pm
Symmetry Minimum Wage Finder	Last Friday of each month, 8am–6pm**
Webhooks by Symmetry	Ongoing

* Symmetry Payroll Forms Hosted also has a maintenance window every Friday, between 8pm and 10pm Arizona Time.
** Minimum wage rate updates occur in real-time on an ongoing basis outside of the monthly release cycle.

Staging Maintenance

Symmetry performs ongoing maintenance to our staging environments to improve performance and mitigate potential vulnerabilities, in addition to upgrading new product functionality. During this time, our staging environments are unavailable; however, we strive to minimize any downtime and impact on our clients.

Below are the staging environment maintenance windows* when staging is unavailable: 

• Every Monday between 8:30-9:00am MST
• Every Friday between 2:30-3pm MST

The scheduled maintenance windows impact the staging environments for the following products:

• Symmetry Tax Engine
• Symmetry Payroll Forms
• Symmetry Payroll Point
• Calculators by Symmetry
• Symmetry Minimum Wage Finder

*Please note that our Staging environments can be upgraded at any time outside of the scheduled maintenance window.

Symmetry has a team of tax professionals that continually research tax changes at the federal, state, and local levels. When a change is identified (whether it be a new tax, a rate change, new wage base, effective date, tax form, etc.), our team will ensure products are updated accordingly.

Yes of course! While Symmetry Software does not guarantee that requested features will be implemented into our product/services, we want to hear your feature/enhancement requests!

Submitting a support ticket is the first step! One of our software support analysts will gather all necessary details to ensure your request is captured at which point, we'll take it to our internal teams for discussion/next steps.

While we would love to guarantee a timeline for new features, we simply can't due to the fact that we always put tax and payroll compliance first. In other words, all efforts are focused on maintaining compliant products before looking to explore potential new feature/enhancement opportunities.

If you have a feature request that is required in order to move forward with the implementation of a Symmetry product, you may discuss and request a quote from the sales department for a statement of work.