UltiPro Customer Service: Expert Guide for HR and IT Professionals

Overview and historical context

UltiPro, developed by Ultimate Software (founded in 1990 by Scott Scherr), was one of the leading cloud HCM (human capital management) platforms before the 2020 merger of Ultimate Software and Kronos that created UKG (Ultimate Kronos Group). Since 2020 the product formerly marketed as UltiPro has been integrated and progressively rebranded as UKG Pro. For purposes of support and customer-service workflow, many organizations still refer to “UltiPro” for legacy modules and integrations, while new features and service contracts reference UKG Pro.

This history matters because support paths, release cadences, and data models evolved: older UltiPro tenants may be on different release branches or have customizations not present in newly provisioned UKG Pro accounts. When engaging customer service, reference both the legacy UltiPro module names and the current UKG Pro module names (Pay, HR, Talent, Timekeeping) and include your tenant ID and last upgrade date to accelerate diagnostics.

Primary support channels and where to start

Official vendor entry points are the UKG website and the UKG Customer Community. Primary URLs to bookmark: https://www.ukg.com for corporate information and https://community.ukg.com (Customer Community and knowledge base). These portals provide release notes, known-issue lists, downloadable guides, and patch announcements. For authenticated ticketing and live-agent interaction, customers use the UKG Customer Care portal accessible from the community site or via the in-product Help menu.

Typical first-step workflow: (1) collect tenant ID, admin username, browser and OS versions, and screenshots; (2) search the knowledge base for “error code” or “workflow” to find published resolutions; (3) open a support case through the Customer Care portal. Documenting exact timestamps (UTC preferred), the user affected, and any recent changes (config, integrations, payroll run attempts) reduces time to resolution by 30–70% compared to an undocumented ticket.

Common issues, diagnostics, and quick resolutions

Common UltiPro/UKG Pro issues fall into five buckets: payroll calculation errors, timecard or time-collection discrepancies, integration/API failures, security/SSO authentication problems, and report/template rendering issues. For payroll and time issues, always confirm pay-calendar mapping and effective-dated pay codes first; many miscalculations occur because a pay code change had an incorrect effective date.

For integrations (Workday, ADP, custom SFTP feeds, or REST/XML APIs), validate the last successful pull/push with timestamps and checksum or row counts. If an API call fails, collect the HTTP status code (e.g., 401, 403, 500), full request/response headers (with sensitive tokens redacted), and the payload size. That concrete data usually identifies whether the error is network, authentication, or payload-schema related.

Service levels, escalation paths, and expected response times

Enterprise support contracts vary; however, a common SLA table customers encounter is: Priority 1 (system down/production payroll blocked) — initial response within 1 hour and continuous engagement until resolution; Priority 2 (major functionality impacted) — initial response within 4 hours; Priority 3 (single user issue or configuration question) — initial response within 24 hours. Confirm your contracted SLA in the customer master service agreement (MSA) and statement of work (SOW) because actual times and remedies (credits) are contract-dependent.

Escalation is typically tiered: Level 1 Customer Care (ticket intake and triage), Level 2 Technical Support (diagnostics and reproductions), and Level 3 Product Engineering (code-level fixes or database rollbacks). If you need to accelerate an issue, provide the case ID, business impact summary (e.g., “Payroll run for 3,200 employees blocked, next payroll date 2025-09-12”), and a requested mitigation (e.g., hotfix, rollback, or manual workaround). That allows Customer Care to categorize and route correctly.

Practical troubleshooting checklist (actionable list)

• Gather tenant metadata: tenant ID, environment (prod/test), module versions, and last successful payroll/time processing timestamp.
• Reproduce the error: steps, exact menu clicks, screenshots, and browser console or network logs (preserve timestamps).
• Check recent configuration changes: pay-code effective dates, rule changes, security role edits, or integration connector updates within the last 7–30 days.
• Search the UKG knowledge base for error codes and version-specific KB articles; note article IDs and URLs to include in your ticket.
• Attempt isolated tests in a non-production tenant if available; capture CSV/XML payload exports with row counts to compare against production.

Escalation checklist and required information for rapid resolution

• Case metadata to include: case number, priority, business-impact statement, contact phone and preferred window for live troubleshooting (include timezone), and a list of implicated employee IDs or sample records.
• Technical artifacts: log extracts, API request/response samples, SQL error IDs (if provided by support), and proof of recent configuration or update actions (names/dates of admins who changed settings).
• Requested outcome: temporary workaround (e.g., manual payroll calculation), permanent fix (code change/patch), or rollback date. Include deadlines (e.g., payroll submission by 17:00 local time on YYYY-MM-DD) to justify priority elevation.

Administrator best practices, training, and cost considerations

Administrators reduce support dependence by maintaining a runbook: standard payroll checklist, cutoff schedules, and a change log with IR (implementation request) IDs and approval signatures. Train two to three backup admins, rotate permission reviews quarterly, and archive test-case scenarios to replicate past incidents in less than 30 minutes.

Budgeting: SaaS HCM pricing varies. Typical market ranges for comprehensive cloud HCM (HR, Payroll, Time) are between $6–$20 per employee per month depending on modules and services, plus initial implementation fees that often start at $25,000–$150,000 for mid-market deployments (estimates; confirm in quotes). Training packages and premium 24×7 support are additional line items—confirm exactly which support tier (standard, premium, enterprise) is in your contract and map SLAs to business-critical dates like payroll runs.

Final recommendations and where to get help

When working with UltiPro/UKG Pro customer service, be precise: include tenant IDs, timestamps, and business impact. Use the community and knowledge base first to find published workarounds; open Customer Care tickets when local troubleshooting cannot resolve the issue. Keep an escalation playbook that lists your contract SLA, designated support contacts, and the steps to validate a hotfix in a test tenant before promoting to production.

Primary resources to bookmark: UKG corporate (https://www.ukg.com) and the UKG Customer Community (https://community.ukg.com). For contract-specific contact information, reference your Master Services Agreement and the Customer Care entry points provided during onboarding—those documents list phone numbers and escalation contacts specific to your account and region.

How do I call UltiPro?

While this may seem like a difficult task at first, you can easily contact a representative by calling the Ultipro customer service phone number at (800) 432-1729, e-mailing Ultipro at [email protected], or by completing a form at https://www.ultimatesoftware.com/ContactUs.

What is UltiPro now called?

UKG Pro (formerly UltiPro)

How do I contact UKG support?

Customer Service Inquiries
If you should reach out to your HR department and find that they are in need of further assistance, you can provide them with the link to the UKG Community and/or the number to our Customer Support Line: +1-800-394-4357.

Are UKG and UltiPro the same?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, UKG and Ultipro are essentially the same, but with a rebranding. UltiPro is now known as UKG Pro, which is a product within the larger UKG (Ultimate Kronos Group) suite. UKG was formed after a merger between Ultimate Software (which offered UltiPro) and Kronos Incorporated.  Here’s a more detailed explanation:

• Ultimate Software and Kronos Merger: In 2020, Ultimate Software and Kronos merged to form UKG. 
• UltiPro Rebranding: As part of the merger, Ultimate Software’s flagship product, UltiPro, was rebranded as UKG Pro. 
• UKG as a Company: UKG is the new name for the combined company, offering a range of human capital management (HCM) and workforce management (WFM) solutions. 
• UKG Pro as a Product: UKG Pro (formerly UltiPro) is a specific product within the UKG suite, focusing on HR, payroll, and talent management. 

AI responses may include mistakes. Learn moreSo, Kronos and Ultimate Software Have Become UKG — Now What?Oct 6, 2020 — Kronos and Ultimate Software Have Become UKG — Now What?PredictiveHREmployment Verification for UKG (UltiPro) – TruvVerify UKG (UltiPro) employee. About UKG (UltiPro) UKG (UltiPro) is a provider of cloud-based human resources and payroll software…Truv(function(){
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How do I get through customer service?

7 Tips for Getting Better Customer Service

1. 7 AM is the Best Time to Call. The best time of day to call customer service is in the morning.
2. Wednesdays and Thursdays are the Best Days to Call.
3. Talk to a Real Person.
4. Come Prepared.
5. Be Polite.
6. Use the Power of Empathy.
7. Ask for the same agent.
8. Ask for a Manager (If You Must)

How do I get UltiPro on my phone?

To get started

1. Download the UltiPro mobile app to your device through the Apple app store (iPhone) or the Google play store (Android).
2. Enter our Company Access Code as: HOODCOLLEGE (it is not case sensitive)
3. Enter your UltiPro login credentials (the same one used to log in to the desktop version).