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PRISM HR Service Interruption

Please Pardon the Interruption

Updated: March 4, 2021, 9:00 am HST

Thank you for visiting this site for regularly scheduled updates about the Prism/HRP outage. We have good news to report this morning!  Prism HR has partially restored its HRP/Prism platform and your ProService service team has already begun (and in some cases finished) processing your payroll for Friday 3/5 pay dates as scheduled

However, due to the way PrismHR is bringing back its systems and the timing to meet delivery deadlines, there are still changes to the way we’re processing your payroll this week.

Please check your email for the latest information and how this partial restoration impacts you specifically as we will no longer update this site regularly.

Updated: March 3, 2021, 4:30 pm HST

Your service teams have begun processing your payroll details with urgency as we continue forward with the alternate plan we established for running payroll for Thursday (3/4) and Friday (3/5) pay dates. To help you communicate effectively with your employees, we’ve put together this communications template you can leverage to share key details about their pay this week.

We will post another update at 9:00 am HST

Updated: March 3, 2021, 12:15 pm HST

Prism HR—the HRIS for 80,000 small businesses nationwide, including ProService clients—is experiencing a prolonged system outage that will last throughout the week. Due to the prolonged outage, we are activating a plan that enables us to proceed with payroll for Thursday (3/4) and Friday (3/5) pay dates. This method will be directionally correct, but not precise, in calculating employee pay given the limited access to processing functionality and time to execute. 

This method will act as an “advance” method of pay, which will require detailed reconciliation once our systems are fully back online. Regardless of the method, our absolute priority and commitment to you is to get your employees paid as scheduled. Please refer to our recent client email with the subject line “Alternative payroll processing plan for 3/4 and 3/5” for more details.

As your HR partner, we know paying your people correctly and on time is one of the most important responsibilities you have as an employer. The trust you put in us to take care of your people is not lost, so we’ve been working tirelessly to fulfill our commitment to you and your employees in the face of this unexpected event. 

We will post another email and web update at 5:00 pm HST. It will include a simple 1 page flyer that you may distribute to your employees to explain what they will see on their paychecks this Thursday and Friday.

Updated: March 3, 2021, 9:30 am HST

Our testing with PrismHR is taking longer than expected. We continue to work diligently on the behind-the-scenes support to prepare your Thursday 3/4 and Friday 3/5 pay dates. We assure you that your employees will be paid this week, regardless of system issues. 

We will post another update at 12:00 pm HST with more details. 

Updated: March 3, 2021, 8:00 am HST

As your HR partner, the trust you put in us to take care of your people is not lost, so we have been working to fulfill our commitment to you and your employees in the face of this unexpected outage of our system, which is still not available this morning (3/3).

We are in the final stages of our testing of our plans to support your Thursday 3/4 and Friday 3/5 pay dates. 

We will post another update at 9:30 am HST with more details.

Updated: March 2, 2021, 4:00 pm HST

While our 3rd party partner, PrismHR, continues to work on restoring our systems, the progress is taking longer than expected. We do not anticipate having our systems up on Wednesday (3/3).

Your ProService team has been working on an alternative method for payroll processing in the event that this would happen. We are working through the evening to test and check the details ahead of time so you can be assured that we will get your employees paid on time for this week.

We will post another update on March 3 at 8:00 am HST

Updated: March 2, 2021, 9:30 am HST

We apologize for the continued outage with our system provider, PrismHR. Their team continues to work 24/7 to restore the HRP/ Prism system functionality, however we have been notified that the system will not be available today (3/2).

If you use our web-submission process for payroll…

Our team has created an alternate submission method for you to submit hours to us today, in preparation for pay dates occurring on Thursday (3/4) and Friday (3/5). Your Payroll Processor will contact you to share:

  1. The alternate process overview
  2. The instructions for how to submit hours
  3. A simple worksheet that we ask you to complete by 6pm HST today (3/2)

If you do NOT use our web-submission process for payroll…

Please proceed with your normal process ahead of Friday’s (3/5) pay date.

We will post another update at 1:00pm HST. 

Updated: March 1, 2021, 4:00 pm HST

We apologize for the service interruption with HRP/ Prism. While the PrismHR team continues to work around the clock to restore service as quickly as possible, the system will likely be unavailable tomorrow (Tuesday 3/2). 

As your HR partner, we’re doing everything possible to minimize this interruption and its impact to you. Our team is here to service you and are committed to getting your employees paid as scheduled.

If you use our web-submission process for payroll…

Our team is creating an alternate submission method you can use for this Friday’s (3/5) pay date. Tomorrow morning you will receive a spreadsheet template by 9:30 am with instructions on how to complete it and return it to us by 6:00pm Tuesday 3/2 to prepare your payroll.

If you do NOT use our web-submission process for payroll…

Please proceed with your normal process ahead of Friday’s (3/5) pay date.

If you use Kronos for time and attendance….

Kronos has not been impacted by this technical interruption. Kronos is still recording punches and capturing the data needed for time records. However, if you access Kronos through the HRP/Prism portal, you now need a unique URL to login to the Kronos site. Our team is reaching out to all impacted clients to make sure you have access to your unique URL and know how to login.

Thank you for your patience as our team works quickly to problem solve in light of the interruptions Prism and HRP are facing. 

We will post another update on March 2 at 9:30 am HST. 

Updated: March 1, 2021, 2:00 pm HST

The PrismHR team continues to work on restoration efforts. At this time, we have no new updates to report. We will post another update at 4:00 pm HST.

Updated: March 1, 2021, 11:00 am HST

The PrismHR team continues to work on restoration efforts. At this time, we have no new updates to report. We will post another update at 2:00 pm HST.

Updated: March 1, 2021, 8:00 am HST 

PrismHR has multiple internal and external teams working around the clock to securely restore our systems to operation. At this point, it’s unlikely that PrismHR will be restored today (3/1). Current indications suggest this may be a multi-day event but we are pushing to minimize it.

At ProService Hawaii, we understand the importance of supporting your business needs and apologize for the HRP/ Prism system interruption that you’re currently experiencing. We’ve been informed that PrismHR has multiple internal and external teams working around the clock to securely restore our systems to operation. 

We will maintain this FAQ below. As new information becomes available we will add to the FAQ’s and continue to keep you updated. Additionally, we are preparing guidance on workarounds for critical processes and will share this as soon as it becomes available.

 Our next update on the progress of this issue will be at 11:00 am HST.

FAQs

This means that you will not be able to access any of the HRP/ Prism functionality on the web until the issues are resolved. We will continue to update this site with new information as it becomes available. 

For clients that access Kronos through HRP/ Prism single-sign-on, we will reach out to you via phone to help you access Kronos through your company’s unique URL to record time and access reporting.

If you use our web-submission process for payroll…

Our team has created an alternate submission method for you to submit hours to us today, in preparation for pay dates occurring on Thursday (3/4) and Friday (3/5). Your Payroll Processor will contact you to share:

  1. The alternate process overview
  2. The instructions for how to submit hours
  3. A simple worksheet that we ask you to complete by 6pm HST today (3/2)

If you do NOT use our web-submission process for payroll…

Please proceed with your normal process ahead of Friday’s (3/5) pay date.

Yes, PrismHR backs up its data. They are diligently working to restore the impacted systems from those backups, but this event has delayed their ability to restore service.