Is Your TimeStar Down or Running Slowly?
Skip the support form and report your outage directly to our Datacenter Team
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Support requests are triaged on business days from 9 AM until 5:30 PM EST. Please refer to the list of office closure dates below the form for details.
The support you request will be provided directly by our team of consultants, who specialize in Sage HRMS. As a Sage business partner, we offer an additional layer of expertise and personalized assistance beyond the standard support provided by Sage. Delphia’s team of consultants do not deliver support under your Sage subscription agreement.
We aim to provide the highest level of service possible and handle your request promptly and efficiently. Our services augment the support you can receive directly from Sage under your subscription; they are invoiced separately because they involve tailored support and expert advice beyond what is included in the Sage support plan.
Click here for information about Delphia’s add-on Support Plans.
Business Impact
- Low – Question; FYI
- Medium – Feature is no longer working and is slowing you down.
- High – A major feature of your service stopped working preventing you from meeting a key deadline, multiple users impacted.
- Critical – Product is not accessible at this time. All users are impacted.
- Payroll Down – The issue directly impacts your ability to complete your payroll process
Urgency Level
- Low – Workaround acceptable; non-time sensitive resolution.
- Normal – Need resolution to move forward with a task.
- High – Deadline approaching or key task is at risk.
- Urgent – Business-critical with extreme time sensitivity.
Our offices are closed on these dates:
- January 1, 2026 – New Year’s Day
- May 25, 2026 – Memorial Day
- July 4, 2026 – Independence Day
- September 7, 2026 – Labor Day
- November 26, 2026 – Thanksgiving Day
- November 27, 2026 – The day after Thanksgiving
- December 25, 2026 – Christmas Day
- January 1, 2027 – New Year’s Day
