Support
Help, and how to reach us
Most questions have an answer in the documentation or a guided walkthrough inside the product. When they do not, a person replies.
Start here
Documentation
Guided walkthroughs
Email support
Monday to Friday, 9:30am to 6:30pm IST, excluding public holidays.
Questions we actually get
With the real answer, not a link to a ticket form.
An employee says their leave cost more days than they expected
That is the counting rule on the leave type. Depending on the setting, non-working days inside a request can be excluded, counted in full, or counted only when leave falls on both sides of them.
Read moreSomeone forgot to punch out and the day looks wrong
Your attendance policy decides what a missing punch means, and employees can raise a correction request from their portal that recalculates the day once approved.
Read moreOur biometric device is on the office LAN and will not sync
A cloud service cannot reach a device on a private network. Use webhook mode with the LAN bridge, or file import — neither requires opening your network.
Read morePayroll shows exceptions and I do not know what to do with them
An exception is an employee whose payslip the engine could not compute confidently — usually a missing salary structure or a formula referencing something unavailable. The rest of the run completes regardless.
Read moreA night shift is producing two attendance records
It should produce one, dated to the night the shift started. Check that the shift's end time is earlier than its start time so the platform treats it as crossing midnight.
Read more
Response times
Targets for a first substantive response during support hours, not an automated acknowledgement.
| Priority | What it means | First response |
|---|---|---|
| Critical | Service unavailable, or payroll cannot be processed | 2 hours |
| High | A major function is broken with no workaround | 1 business day |
| Normal | A function is impaired but has a workaround | 2 business days |
| Low | Questions, guidance, feature requests | 5 business days |
These targets are contractual for paid plans — see the Service Level Agreement.
Reporting something urgent
Security issues
Privacy requests
Try it with your own policies
The trial is a full account, not a sandbox. Configure your real leave rules and see what the engine does with them.