FAQs for Enhancing Your Compensation Cycle Experience

FAQs for Enhancing Your Pequity Experience

General Questions

Why is Pequity making these changes to their service model?
We’re introducing updates to improve your Pequity experience. By enhancing our self-service capabilities and introducing streamlined workflows, we aim to save you time, offer more flexibility, and focus our team on providing tailored, high-value service. In addition we believe:

Enhanced Support Experience:

• Centralizing support in a streamlined system improves tracking, reduces unnecessary meetings or calls, and ensures faster, clearer resolutions.
• Our internal teams—engineering, product, and design—will now be working hand-in-hand with support to speed up responses and deliver enhancements that address the real-world challenges of our users. This is only possible with simplified reporting and a central queue to manage customer requests.

Time Savings: 

• Streamlined templates, processes and self-service capabilities free up your time to focus on your business priorities.
• Better tracking of issues ensures clear, documented communication, eliminates misunderstandings and keeps both sides aligned for faster, more effective solutions.

How will these changes impact my current processes?
The new features, like preloaded ranges and template compensation cycles, will allow you to configure cycles independently and more efficiently. If you need additional help, our team will still be available for custom configurations for a service fee.

Support & Service

Can I still request custom configurations?
Yes! If you prefer our team to handle cycle configurations beyond your allocated service hour, self-service and templated options, we’re happy to assist. These requests will be fulfilled at a service fee per hour.

How do I submit a service and support request?
Submit all inquiries to support@getpequity.com, where our team will triage requests to the appropriate team member to best assist.

How do I see previously submitted requests or open requests?
Service requests and responses will come from support@getpequity.com. All responses will be tracked by our team in this email.

What is included in my service hours?
Service hours are typically detailed in your Pequity contract, but most typically cover help from our team to set up new compensation cycles or make adjustments to existing ones.

What if I need more support or services for my ranges / compensation cycles?
If you need additional assistance beyond your allocated hours, our team can provide services at a standard hourly rate. Please reach out to support@getpequity.com for details.

What happens if I need more service hours?
Should you need additional service hours now or in the future, they can be purchased at $450/hour. You can request more hours by emailing support@getpequity.com.

What is the difference between billable and non-billable service or support hours?

When will this new system take effect?
The changes are effective January 10, 2025.

Will my historical data or current configurations be affected?
No, your existing data and configurations will remain intact.

Pricing & Billing

What is the hourly rate for additional services?
The standard rate for additional support is $450 per hour. Please contact us at support@getpequity.com for more details.

How do I know how many hours I have left in my current services agreement?
Please send support@getpequity.com an email and a member of our team will be sure to let you know how many hours you have available.

Customer-Specific Questions

Will my contract terms change?
No, your existing contract terms remain the same. However, a member of our team will reach out to discuss how these updates align with your current agreement and ensure the transition is seamless.

Who can I contact if I have more questions?
Your Customer Success Manager is your primary point of contact for any questions or concerns. You can also email us at support@getpequity.com for assistance.

Let us know if there’s anything else you’d like to address!