Viventium Customer Service: Expert Guide for HR and Payroll Leaders

Overview of Viventium customer service

Viventium is a payroll, HR, and benefits administration vendor focused on mid-market employers, with an emphasis on human services and long-term care customers. Their public website (https://www.viventium.com) lists product modules for payroll, timekeeping, onboarding, benefits and ACA reporting. From a service standpoint, Viventium positions itself as a full-service partner that combines software tools with dedicated human support to manage recurring payroll cycles, tax filings, and year-end deliverables.

When evaluating Viventium’s customer service, treat it as a blended model: software-driven self-service (knowledge base, reports, API integrations) plus named people (implementation specialists, account managers, tax experts). That hybrid approach is designed to reduce routine ticket volume while preserving escalations to seasoned payroll professionals for compliance, tax notice resolution, and audit support.

Service channels, hours, and what to expect

Standard service channels include an online customer portal for tickets, a knowledge base/FAQ library, phone support, email, and — where contracted — a dedicated account manager or implementation lead. Organizations should confirm whether their contracted support includes 24/7 critical-payroll coverage, weekend on-call during payroll windows, or only standard business-hours support; that affects SLA commitments and potential penalties for missed runs.

Industry-appropriate response targets to demand from any payroll vendor are: initial acknowledgement within 1 business hour for critical issues, meaningful troubleshooting update within 4–8 hours, and resolution or workaround within 24–72 hours depending on complexity. For routine inquiries, 24–48 hours is a reasonable baseline. Ask Viventium (or your sales rep) to document these expectations in the Statement of Work or Service Level Agreement before signing.

Onboarding, implementation timelines and pricing expectations

Onboarding timelines for payroll/HR platforms vary by complexity. Typical implementations range from 2 to 8 weeks (14–60 calendar days). A single–state payroll with fewer than 200 employees can often go live in 2–4 weeks; multi-state, union or complex benefit integrations commonly extend to 6–8 weeks. Key drivers are number of pay cycles to reconcile, integrations required (time clocks, ERP, benefits carriers), and historical payroll cleanup needed before the first live run.

Pricing is almost always customized. As a benchmark, mid-market full-service payroll costs in the U.S. commonly include a base platform fee ($50–$300/month) plus a per-employee-per-month charge ($4–$20/employee/month) and one-time implementation fees ($500–$5,000). Ask for a line-item quote that separates software subscription, ACH/payment fees, tax filing fees, year-end processing, and any per-incident support charges so you can compare apples-to-apples with competitors.

Escalation paths, compliance, and tax notice handling

Effective customer service for payroll providers must include a clear escalation path: Level 1 (front-line support/ticket intake), Level 2 (technical or specialist support), Level 3 (tax/ESR/implementation experts), and Executive Escalation (account team). Make sure escalation points and expected response times are written into your contract; get names and direct contact information for your Level 2/3 contacts when possible.

Tax notices and state agency communications are a common test of vendor capability. Best practice is to forward any tax notices to your vendor within 24 hours and to keep a paper and digital trace of the original. Ask Viventium how they document and handle notices: who signs power of attorney (if any), whether they will correspond directly with the agency, and whether there are additional fees for remediation or penalty mitigation. Clarify year-end deliverables (W-2 production, 1095s, state reconciliations) and sample timelines for draft and final file delivery.

Practical steps to maximize support value

Proactive preparation reduces support friction and shortens resolution times. Before contacting support, assemble the essentials: employee ID, pay period, exact transaction ID (journal reference), screenshots of error messages, bank confirmation (ACH trace), and any agency notice numbers. Having this information at intake reduces back-and-forth and typically lowers mean time to resolution by 30–50%.

• Data checklist: full employee demographic record, hire date, tax withholding forms, benefit elections, department and cost center mapping, and pay rates. Maintain a current master file to avoid payroll errors.
• During implementation: request a sandbox/test payroll and run at least one parallel test payroll. Validate tax calculations, garnishments, and net pay calculations before going live.
• Ticket management: always capture the ticket number, expected SLA, and the assigned specialist. If a response exceeds the agreed SLA, escalate to your account manager and request a documented action plan.
• Integrations: provide API keys, SFTP credentials, or timeclock vendor details in advance. Map out reconciliation reports and delivery cadence (daily time imports, weekly accrual reports, monthly GL exports).

Key metrics to monitor and recommended SLAs

Track objective metrics to measure the quality of ongoing customer service: ticket volume per payroll cycle, first-contact resolution rate, average resolution time, payroll accuracy (errors per 1,000 pays), and year-end delivery timeliness. Benchmarks for a competent partner include first-contact resolution ≥70%, average critical-issue time-to-resolution ≤8 hours, and payroll accuracy >99.7%.

• First-contact resolution: target ≥70% (higher is better).
• Critical issue response: initial reply within 1 hour; remediation or workaround within 8–24 hours.
• Routine ticket SLA: initial acknowledgement within 8 business hours; resolution within 48–72 hours.
• Year-end file drafts: provide drafts at least 14 days before statutory deadlines to allow employer review and correction.

Final practical notes

Before you finalize a contract with Viventium (or any payroll HR provider), require sample SLAs, an implementation project plan with milestones and owners, and a clearly defined fee schedule. Confirm emergency/after-hours coverage for payroll windows and the rollback/stop-pay options in case of catastrophic errors.

For official vendor details, start at their website (https://www.viventium.com) and request a written scope of services. If you manage payroll for regulated industries (healthcare, long-term care, staffing), request references and ask for examples of tax notice resolutions and multi-state filings to validate the vendor’s experience in your specific complexity profile.

Is Viventium a payroll company?

Payroll Processing Services
For over 25 years, payroll has been the backbone of our business, and it’s crucial to run yours. Viventium’s software makes it easier than ever to manage your payroll so you can get back to focusing on what’s important: your employees, your clients, and your business.

How do I reset my Viventium password?

If you forget your password, simply select “Forgot Password” on our ESS login page, and a reset email will be sent to the email address on file.

How do you pronounce viventium?

And business intelligence all in one beautiful intuitive platform can I get a woot woot for user. Experience oh and talk about compliance that anticipates.

How much is Viventium?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Viventium’s pricing is not publicly available and is determined by custom quotes based on a company’s specific needs. It is known to start at $6 per user, per month. The final cost depends on factors like the number of employees, desired features, and support or training requirements.  This video provides a general overview of Viventium and its employee experience: 58sViventium Software, IncYouTube · Apr 20, 2022 Factors Affecting Viventium Pricing:

• Number of Employees: Pricing is often per user, so the total number of employees will directly impact the cost. 
• Feature Needs: Viventium offers a range of features, and the more features a company requires, the higher the price is likely to be. 
• Support and Training: The level of support and training needed (e.g., documentation, in-person training, live online sessions) can also affect the price. 
• Customization: If a company needs custom features or integrations, this can also lead to a higher price. 

This video gives an overview of the Viventium platform and its capabilities: 34sViventium Software, IncYouTube · Feb 7, 2018 Viventium Features:

• Payroll: Direct deposit, W-2 preparation, payroll reporting, tax compliance, and payroll management.
• Time Tracking: Time and attendance tracking, vacation/leave tracking.
• Employee Management: Employee database, employee profiles, self-service portal.
• HR: Applicant tracking, employee onboarding, job posting.
• Business Intelligence: Data-driven insights to help with decision-making.
• ACA Compliance: Ensuring compliance with the Affordable Care Act. 

To get an accurate quote, it’s best to contact Viventium directly and discuss your specific needs. 

AI responses may include mistakes. Learn moreViventium Reviews 2024: Pricing, Features & MoreSelectHubViventium Software Pricing, Alternatives & More 2024 | CapterraCapterra(function(){
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How do I contact Viventium customer service?

Still have questions? We can help.

1. Chat with sales. Speak to our friendly team. Get a Demo.
2. Talk to support. We’re here to help. [email protected].
3. Call us. Speak to our friendly team. 718.522.2000, option 3.

How do I get a Viventium account?

1. You will receive an email with the subject line, “Register for Viventium ESS,” select “Get Started” to begin the registration process.
2. Select “Get Started” and enter your Social Security Number.
3. Enter your Birthdate.
4. Enter your preferred email address.