Support Channels
Click the chat bubble in the bottom-right corner of the Octal HR app. Available Mon–Sat 9 AM–6 PM PKT. After hours, messages are queued and answered at the start of the next business day.
Send your query to info@octalhr.com. Include your company name, tenant domain, and a description of the issue. Screenshots and screen recordings help us resolve issues faster.
Growth and Enterprise clients are prioritised in the queue with a guaranteed 4-hour response during business hours.
Call us at +92 42-3788 38 37. Available Mon–Fri 9 AM–6 PM PKT. Enterprise plans have a dedicated direct line. For after-hours critical issues, see the emergency contact below.
Book a screen-share session with our implementation team for onboarding, payroll configuration review, or staff training. Email info@octalhr.com to schedule.
Response Time SLAs by Plan
| Issue Priority | Starter | Growth | Enterprise |
|---|---|---|---|
| P1 Critical — System down, payroll blocked | 8 business hours | 2 hours (24/7) | 1 hour (24/7) |
| P2 High — Feature broken, data incorrect | 1 business day | 4 business hours | 2 business hours |
| P3 Normal — Question, how-to, config help | 2 business days | 1 business day | 4 business hours |
After-Hours Emergency Contact
For P1 critical issues outside business hours (e.g., payroll processing failure on pay day, data breach concern):
- Enterprise: Dedicated emergency WhatsApp number provided during onboarding. Response within 1 hour.
- Growth: Email info@octalhr.com with subject line starting with
[P1]. On-call engineer responds within 2 hours. - Starter: Use the in-app chat. After-hours messages are handled at 9 AM next business day.
What to Include in a Support Request
Providing the right information upfront speeds up resolution significantly:
- Company name and tenant domain (e.g., acmecorp.octalhr.com)
- What you were trying to do — step-by-step if possible
- What happened — exact error message (screenshot preferred)
- When it started — was it working before? What changed?
- Affected users or records — specific employee IDs or payroll run IDs
- Browser and OS — e.g., Chrome 124 on Windows 11
Feature Requests & Bug Reports
To request a new feature or report a non-critical bug:
- Use the Feedback button inside the app (bottom of the sidebar) to submit a feature request directly into our product backlog.
- Vote on existing ideas in the Public Roadmap.
- Email info@octalhr.com for detailed feature discussions, especially for Enterprise requirements.