Xeople Support Squad: Obligations to Your Entire OnHire Members
As part of our ongoing commitment to security, privacy, and efficiency, Xeople maintains clear boundaries between our team and your workforce members. Below is a clear summary of what you can expect and how to best manage member-related support.
What has changed?
To enhance data security and protect member information:
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The Xeople Support Squad will no longer log in as a member to test, replicate, or troubleshoot issues. The team have occasionally made exceptions in the past. We will be taking a hard stance moving forward to protect all users.
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Xeople will not respond directly to members — all support requests must come via the client organisation. Any ticket submitted by a member will be closed and referred back to your agency.
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Xeople will no longer have access to passwords.
What does this mean for our clients (Your Organisation)?
As a client organisation, you are fully responsible for managing your members. This includes:
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Educating and training members on how to use the system
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Handling member queries internally
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Submitting any support requests on behalf of members through the Xeople Support Hub
If required, you may copy in your member on the request to give us context, but the query must always be submitted by an authorised client contact.
Why is this our policy?
These rules help us:
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Ensure we're always dealing with verified representatives from your organisation
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Eliminate the risk of unauthorised access
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Comply with best-practice data privacy and security standards
Best Practices for Clients
To maintain a smooth experience for all users, we recommend:
| Task | Recommendation |
|---|---|
| Member Onboarding |
Use internal training guides or book a training session with our team |
| Password Resets |
Guide members through the “Forgot Password” link on the login page |
| Troubleshooting |
Attempt basic troubleshooting internally before raising a ticket |
| Submitting Tickets | Use the Support Hub and clearly outline the issue, including member name, screenshots (if applicable), and your internal steps taken |
Need Help Setting Up a Member Support Plan?
If you’d like assistance developing your own internal support process or training materials for your members, please reach out — we’re happy to guide you.
Summary
| Responsibility | Client | Xeople |
|---|---|---|
| Member Training | ✅ | 💲 |
| Direct Member Communication | ✅ | 🚫 |
| Logging in as a Member | 🚫 | 🚫 |
| Submitting Support Tickets | ✅ (Client only) | ✅ |
| Managing Passwords | 🚫 | 🚫 |
If you have any questions about this policy or need support structuring internal workflows, please don’t hesitate to get in touch via the Xeople Support Hub.