Our exceptional customer support
Overcome problems quickly and on your terms, with flexible customer support and rapid response times. Choose from Core Support or upgrade to Premium Support for more.
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Core Support
Enjoy a wide range of ways to get in touch with our team of experts for help.
Get help Monday - Friday, 8am - 5pm UK time
No long waits or hold music: Request a callback
Share work: Add up to two account owners to the plan
Use our Support Q&A AI tool or lodge a web ticket
Premium Support
Your time matters, so get the support you need even faster. Get everything that’s in Core Support and much more...
Get extended support hours 6am - 7pm UK time
Receive prioritised or scheduled callbacks
Add up to 8 teammates to your support plan
Experiment risk-free, in your own test environment
Have a dedicated partner, welcome call and annual review (for customers with >200 employees)
4.4 / 5
4.5 / 5
93%
15k
Melinda Brooks Bray
CHRO, polaroid
"Personio’s customer service was brilliant! Our customer success manager understood HR, was really responsive and I really had the feeling we would get good customer service."
Personio Voyager
Your passport to learn, connect and innovate – join our community of 15,000 other HR leaders, choose from 45 courses and access 550 help articles in six languages to get quick support when you need it.
Discover Personio Voyager Join the Voyager Community now Find answers in Voyager Help Center
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Service-level agreements premium support:
For premium support, Personio provides a service level of 95% on a monthly average during support hours for requests regarding the product and its usage. Service level is defined as the share of requests that Personio first replies to within two support hours (“Service Level”).
Support hours are Monday to Friday between 7:00 am and 8:00 pm taking into account public holidays at the Munich/Dublin location (depending on customer’s preference - must be chosen when ordering the service). For the Dublin location, the support language will be English. For the Munich location support languages will be English and German; other languages are subject to availability.
The two hours begin from notification by an Account Owner via the software (help section) when contacting the Personio support team. Contract Owner may request monthly reports regarding the Service Level by contacting Personio’s Growth Team via the software (help section) for up to 12 months after the respective month. Personio shall provide such a report in a machine-readable format within 30 calendar days.
If Personio is in breach of the Service Level for a specific month, the Contract Owner may request a refund for such month (pro rata) within one year by contacting Personio’s Growth Team via the software (help section). In such a case, Personio will refund the fees paid for such month within 30 calendar days and the customer acknowledges that this shall be its sole and exclusive remedy in relation to the Service Level. Section 12.2 GTC applies accordingly.