I've been handling payroll long enough that most weeks are pretty routine but every once in a while something comes up that doesn't fit the normal process and that's when you really find out how good your provider is.
Had one of those situations recently and what should've been a quick fix turned into way too much time trying to get a clear answer from the right person. Payroll still had to go out so waiting around wasn't exactly an option.
I used to care way more about features when comparing providers but I'm starting to think having knowledgeable support when you actually need it matters a lot more.