Questions You Should Ask Your HRIS Vendor Before Signing Anything

Let's be honest: vendor demos are designed to make you fall in love with software. The UI is gorgeous. The dashboard is slick. The sales rep clicks through workflows like they're conducting a symphony. Everything works perfectly.

Then you sign the contract, and reality hits.

The implementation drags for months. Integrations don't work like they said they would. Support tickets go unanswered. And somehow, your "all-inclusive" pricing has ballooned with add-on fees you never saw coming.

Here's the thing, most SMB leaders don't know what questions to ask during the sales process. Vendors count on that. They show you the highlights, skip the messy details, and get you to sign before you realize what you're actually buying.

This guide is your defense. These are the questions that separate flashy promises from actual functionality, and they'll save you thousands of dollars (and countless headaches) down the road.

1. Who's Actually Doing the Implementation Work?

This is question number one for a reason. Many HRIS vendors outsource implementation to third-party partners, and that's not always disclosed upfront.

Ask this: "Will your internal team handle our implementation, or is it being done by a third-party partner?"

If it's a third party, dig deeper:

• Have they worked with companies in our industry before?

• What's their track record with timelines and go-live dates?

• Who owns the relationship if something goes wrong, the vendor or the partner?

Sometimes third-party implementers are fantastic. Other times, they're overwhelmed, under-trained, or juggling too many clients at once. You need to know who's actually in the driver's seat before you commit.

The JHHR take: We've seen implementations fall apart because the third-party team didn't understand California meal break rules or multi-state payroll nuances. If the vendor's using a partner, make sure that partner actually knows your compliance landscape.

2. Is That Integration Real, Or Just a Flat File Sync?

Vendors love to show off their "200+ integrations" during demos. But here's the dirty secret: not all integrations are created equal.

Some integrations are true API connections, real-time, bidirectional, and reliable. Others are just glorified flat-file syncs that require manual uploads, break constantly, and leave you stuck reconciling data at month-end.

Ask this: "Is this a native API integration or a flat-file sync? And are there extra fees to enable it?"

Also ask:

• How often does data sync? Real-time, hourly, or daily?

• What happens if the integration breaks? Who troubleshoots it, us, you, or the other vendor?

• Are there any limits on the number of records or transactions?

And yes, some vendors charge extra for integrations. Get that pricing in writing before you sign.

The JHHR take: We've had clients discover: post-contract: that their "included" payroll integration actually cost $500/month extra. Always confirm integration fees upfront.

3. What Does Support Actually Look Like?

During the sales process, you'll hear a lot about "world-class support" and "dedicated account managers." But once you're a paying customer, the experience can be... different.

Ask this: "What are your SLA response times for support tickets? Will we have access to a live person, or is it chatbot-first?"

Get specific:

• What hours is live support available? (Some vendors only offer support during East Coast business hours, which is rough if you're in California.)

• Is phone support included, or is it email-only?

• What's the escalation process for critical issues: like payroll not running?

Also, ask to speak with a current customer. Not one the vendor hand-picks for you, but one you can find on your own. Ask them what support really feels like after the honeymoon period.

The JHHR take: We've worked with clients stuck in 72-hour ticket queues during open enrollment. Support quality matters: especially when the stakes are high.

4. What's the Exit Strategy?

No one wants to think about breaking up during the honeymoon phase, but this question is critical.

Ask this: "If we decide to leave, how do we get our data back: and is there a fee for it?"

You need to know:

• What format is the data export in? (CSV? PDF? A usable database format?)

• Is there a data extraction fee?

• How long does the process take?

• Do we lose access immediately, or is there a transition window?

Some vendors make leaving intentionally painful. They'll charge you fees, delay data exports, or only provide data in formats that are impossible to work with. Don't wait until you're trying to leave to find this out.

The JHHR take: Data ownership is non-negotiable. You should be able to walk away with your complete employee history, payroll records, and compliance documentation without paying a ransom.

5. What Are the Hidden Costs?

The per-employee-per-month (PEPM) rate is just the starting point. The real cost of an HRIS includes all the extras that vendors conveniently forget to mention during the sales pitch.

Ask this: "What costs are NOT included in the base PEPM rate?"

Dig into:

• Training fees: Is onboarding training included? What about ongoing training for new hires or system updates?

• Year-end reporting: Do W-2 processing, ACA reporting, or 1095-C forms cost extra?

• Add-on modules: Are performance management, benefits administration, or time tracking separate fees?

• API access or custom reports: Some vendors charge for advanced reporting or data exports.

• Annual price increases: Is there a cap on how much your rate can go up each year?

Get a full cost breakdown for Year 1, Year 2, and Year 3. Not just the base rate: the total cost of ownership.

The JHHR take: We've seen clients blindsided by $10K+ in surprise fees during their first year. Training costs, implementation overruns, and "premium support" charges add up fast. Get it all in writing.

6. How JHHR Acts as Your Buffer (and Your Backup)

Here's where we come in.

Most SMB leaders don't have time to become HRIS experts. You're running a business: you shouldn't have to decode vendor contracts, negotiate SLAs, or figure out whether an integration is API-based or not.

That's our job.

When you work with JHHR, we act as a buffer between you and the vendor. We ask the hard questions. We push back on bad terms. We make sure you're not getting locked into a contract that's going to cost you double what you budgeted.

We've been through hundreds of these implementations, and we know where vendors cut corners. We know which promises are realistic and which ones are smoke and mirrors. And we make sure you get a solution that actually works: not just one that looks good in a demo.

Bottom line: You don't have to do this alone. We're here to make sure you don't get burned.

Final Thoughts: Trust, But Verify

HRIS vendors aren't inherently bad. But they are sales-driven organizations, and their goal is to close deals. Your goal is to buy software that actually solves your problems without breaking your budget.

The gap between those two goals? That's where these questions come in.

Don't be afraid to push back. Don't accept vague answers. And if a vendor gets defensive when you ask about implementation timelines, integration fees, or exit strategies: that's a red flag.

A good vendor will respect your due diligence. A great vendor will be transparent from day one.

And if you need someone in your corner to make sure you're asking the right questions and getting honest answers? That's what we're here for.

Because the best HRIS decision you can make is the one you don't regret a year later.