Q - What is the Safeguard Global Support Center (GSC)?

A - The Safeguard Global Support Center is a web-based query management tool that Safeguard Global has selected to manage its client, worker, and supplier queries. For more information, you can view our Login to the Safeguard Global Support Center article.

Q - Who can access the GSC?

A - All current authorized contacts within your organization will be added to the GSC by the Safeguard Global team during implementation. Remember that due to data security, data protection and audit requirements, all contacts who need access to the system must be formally authorized by your company.

Q - How can I add, change or remove a contact?

A - Please notify your regular contact at Safeguard Global: Service Delivery Manager or Payroll Specialist. Safeguard Global will then review and action any necessary work.

Q - I cannot login to the Global Support Center. What can I do?

A - Please follow the below steps to gain access using your registered email address:

• Access using this link: servicecentre.safeguardworld.com/hc
• Click on Sign In in the upper-right.
• Click on Forgot my password in the pop-up window.
• A new pop-up window will open requesting your email address. Once you submit your email address, you will receive an email with instructions on how to set up your password.

Q - How do I submit a new request?

A - Once logged into the GSC, please select Submit a Request on the top right of the page.

Q - Why is there no CC option on the request form?

A - Please refer to this link and article: Why is there no CC: email on a request form?

Q - How can I check the status of my request?

A - Within the portal, go to My Activities > Requests > My Requests and select the applicable request from the list. You will be able to view the history or make any required amendments.

Q - How can I monitor the status of requests made by others in my organization?
A - Within the portal, go to My Activities > Requests > Organization Requests. If you do not see this option to the right of the Requests I’m cc’d on, then you may request this enhanced access from your regular contact at Safeguard Global.

Q - How long do I have to reopen a solved request?

A - A request can be reopened up to 8 business days after the request is deemed solved. After this time, the request will be automatically closed. Please note that if you update a closed request, your query will still reach Safeguard Global, but a new request will be created.

Q - How do I know my requests are reaching the right person?

A - As you are sending request through the GSC, Safeguard Global can assure you that your request will be allocated to the correct person internally who is best placed to resolve your issue. You will receive regular updates to advise you of the status.

Q - What is the Support Center in Global Unity?

A - This menu option in Global Unity provides a direct link to the GSC to submit or monitor your requests.