Davyn Payroll for Business Central
Support for every payroll situation
Whether you are configuring Davyn Payroll for the first time, troubleshooting a calculation, or managing an urgent payroll run, our team is here to help.
Support Tiers
How to reach us
Two dedicated support tiers, built for business-grade payroll environments.
Tier 2
Direct Support
For configuration questions, troubleshooting, and how-to assistance. Submit a ticket and our team will respond within your SLA window.
support@davyntt.com
Standard ticketing channel
What to include in your ticket
- Your company name and Business Central tenant URL
- A clear description of the issue
- The pay batch code or employee number involved, if applicable
- Any error messages from the Payroll Log in Business Central
- Screenshots if available
- Configuration guidance and setup support
- Payroll calculation troubleshooting
- How-to and feature questions
Tier 3
Enterprise and Government
For enterprise clients, government agencies, and situations that require senior technical involvement or escalation beyond standard support.
Contact your account manager
Or email support@davyntt.com
- Dedicated escalation contact
- Extended SLA commitments per subscription agreement
- Priority scheduling for month-end and year-end periods
- Localization extension configuration assistance
Support hours
Monday to Friday, 8:00 AM to 6:00 PM, Atlantic Standard Time
Response Times
Service Level Agreement
Clear response and resolution commitments for every severity level.
| Severity | Description | First Response | Target Resolution |
|---|---|---|---|
| Critical | Payroll cannot be processed. Financial data is at risk. |
4 business hours
Fastest available path
|
1 business day |
| High | Key feature unavailable. Significant business impact. |
1 business day
Next available agent
|
3 business days |
| Standard | Configuration questions, how-to guidance, non-blocking issues. |
2 business days
Queue priority
|
5 business days |
Documentation
Self-serve first
Most configuration and setup questions are covered in the documentation below.
User Guide
Workflow Setup Guide
Data Import Guide
Localization Extensions
Common Issues
Quick answers
Before submitting a ticket, check here. Most issues have a straightforward fix.
No employees appear after running "Create Pay Batch Employees"
2
3
Verify that each employee has an active Employee Position record assigned. Then check that the department and position filters set on the batch match at least one employee. Employees without a valid position or with inactive position records will not be included in the batch.
Payroll calculation is producing incorrect amounts
2
3
Navigate to the Payroll Log in Business Central and filter by your Pay Batch Code. This gives you a line-by-line breakdown of every calculation and is the fastest way to identify where a value diverges from expectations. Also verify the Processing Function parameters and that the ruleset lines are in the correct priority order.
Cannot release the pay batch
2
3
Check the staging lines for validation errors. All required fields must be populated and there should be no duplicate lines for the same pay code per employee. Release will be blocked until all staging lines pass validation.
Payslip emails are not sending
2
3
Verify the "Payslip From Email" address is configured in Payroll Setup and confirm that your Business Central email configuration (SMTP or Exchange connector) is working. Check that employee email addresses on each Employee card are valid. Test the email configuration with a single employee first before running a full batch.
Payment journal is missing employees
2
3
Verify that employees have active Employee Deposits configured with deposit priorities set correctly. Check that the Employee Deposit Journal was created during posting and review the Posted Pay Batch to confirm net pay amounts are non-zero.
Income Tax Worksheet shows unexpected values
2
3
Verify the Annual Personal Allowance and NIS Percentage Allowance settings in Payroll Setup. Review the employee's year-to-date values for accuracy and confirm that the tax calculation ruleset line is configured correctly with the right priority and parameters.
Critical Incident Process
Urgent or data-affecting issue?
If you cannot process a time-sensitive payroll run or are experiencing a data-affecting incident, use this escalation path rather than the standard ticket queue.
- Email support@davyntt.com with the subject line: CRITICAL, [Your Company Name]
- Include your contact number. A team member will call you within 2 business hours.
- Outside business hours? Add AFTER HOURS to the subject line to trigger on-call escalation.
2h
callback target
During business hours
Mon to Fri, 8am to 6pm AST
Mon to Fri, 8am to 6pm AST
Feature Requests and Feedback
Davyn Payroll is actively improved based on customer feedback. Submit a feature request or report unexpected behaviour using the links below.
App Version and Release Notes
Stay up to date with the latest improvements and fixes. To check which version is installed, search for Extension Management in Business Central and locate Davyn Payroll for Business Central.