Support
Talk to the people who build the HRMS — and to your own support engineer.
No ticket mazes and no overseas call centre. Every account is assigned a support engineer who knows how your system is configured, and they sit with the team that builds the product — so fixes and changes come from the source.
Month-end problems get answered first.
Anything that stops payroll going out is treated as urgent, whatever plan you're on.
Pay run & WPS
Exceptions you can't clear, SIF files your bank rejected, off-cycle and supplementary runs.
Gratuity & settlements
End-of-service figures, provisions that look wrong, final settlement checks before you pay.
Visas & documents
PRO process steps, expiry alerts, Emirates ID and work permit records.
Attendance & leave
Shift and rota rules, biometric imports, leave accrual and holiday calendars.
Setup changes
New companies, departments, grades, approval flows and permissions as you grow.
Training
Sessions for new HR staff, managers and employees — included on every plan.
What to expect after you get in touch.
Your support engineer acknowledges every request the same working day. These are the targets we work to in UAE working hours, Monday to Friday.
If your pay run is blocked, say so in the first message. Those requests jump the queue on every plan.
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Basic
Email support
Response within one business day, and within the hour for anything blocking payroll.
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Standard
Priority support
Response under one hour in working hours, by WhatsApp, phone or email.
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Enterprise
Named account manager
One person who knows your setup, plus scheduled reviews before month-end.
Most answers take two minutes to find.
Guides written for UAE HR teams, not generic software manuals.
Help centre
Step-by-step articles for every module, with screenshots from the current version.
Payroll & WPS guides
How to close a run, fix common exceptions and generate a SIF file your bank accepts.
Employee portal guide
A one-page explainer you can send to staff when self-service is switched on.
Release notes
What changed in the platform each month, and anything you need to action.
Common support questions
My WPS file was rejected by the bank. What do I do?
Send us the rejection message on WhatsApp or email with the batch reference. We check the SIF against the bank's format, tell you which records failed and why, and regenerate the file with you.
Is support included in my plan?
Yes. Every plan includes support, implementation and training. Standard adds priority response, and Enterprise adds a named account manager.
Can you train new HR staff later on?
Yes. Training sessions are included whenever your team changes, not just at go-live.
Do you help with data imports after go-live?
Yes. Send us the file and we'll map and import it — new joiners in bulk, salary revisions, leave balances or documents.
What if something breaks outside working hours?
Message us anyway. Requests are picked up first thing the next working morning, and payroll-blocking issues are prioritised.
Tell us what's happening.
Give us a little detail and the right person will come back to you — usually within the hour in UAE working hours.
- WhatsApp and phone if it's urgent
- No ticket numbers to chase
- Escalation to the product team when needed
Support request
Existing customers — we'll match you to your account.