Overview

Octal HR offers several ways to get help — self-service articles in this Help Center, real-time chat inside the app, dedicated email support, scheduled training calls with our team, and a growing library of video tutorials. This article explains each channel so you can choose the fastest route to an answer.

Help Center search

The Help Center at help.octalhr.com (this site) covers over 100 articles across every module — payroll, attendance, leaves, loans, integrations, and more. Use the search bar at the top of the Help Center to find articles by keyword.

Search tip: Use module-specific terms for best results. For example, search "EOBI" instead of "deduction" to find Pakistan statutory contribution guides quickly.

Articles are organised into eight categories. Jump directly using the category cards on the Help Center home page.

Support channels

In-app live chat

The fastest route to a human. Click the chat bubble in the bottom-right corner of any Octal HR screen. Our support team is online Monday to Saturday, 9 am – 6 pm PKT. Average first response time: under 5 minutes during business hours.

Fastest

Email support

Send detailed queries or attach screenshots to info@octalhr.com. Useful for complex payroll issues, data migration questions, or when you need a written record of the resolution. Typical response: within 4 business hours.

Async

Onboarding & training calls

Every paid plan includes a complimentary onboarding call with an Octal HR implementation specialist. The 60-minute session covers account setup, payroll configuration, and live Q&A. Book your session from Settings → Help & Support → Schedule a Training Call.

Included in all plans

Video tutorials

Short (3–8 minute) screen-recorded walkthroughs covering the most common tasks. Access them inside the app via Help → Video Tutorials or on our YouTube channel. A new video is published every two weeks.

Free

In-app contextual help

On almost every settings page and form, look for the ? icon next to fields and section headings. Clicking it opens a small tooltip or a link to the relevant Help Center article — without leaving the page.

You can also press Shift + ? anywhere in the application to open a quick-help panel with contextual article suggestions based on the page you are viewing.

Reporting a bug or requesting a feature

Found something that doesn't work as expected? Use the in-app chat and select Report a Bug. Include:

  • What you were trying to do
  • What happened instead
  • Screenshots or screen recordings if possible
  • Your browser name and version

For feature requests, select Feature Request in the chat. Popular requests are voted on by the community and added to the product roadmap — you'll receive an in-app notification when your requested feature ships.

System status: Check status.octalhr.com for real-time information on service availability, scheduled maintenance windows, and incident history. You can subscribe to status updates via email or SMS.

Support SLAs by plan

Response time commitments vary by subscription tier:

  • Starter: Email support, response within 24 business hours
  • Growth: Email + live chat, response within 4 business hours
  • Enterprise: Priority live chat, dedicated account manager, response within 1 business hour, weekend coverage available

Upgrade your plan at any time from Settings → Billing → Change Plan.

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