Support
Four ways to get an answer
Most support frustration comes from asking the right question in the wrong place. Here is what each channel is actually for.
Which one to use
The Help Center — "how do I…"
Step-by-step guides with screenshots of the system, in Arabic and English, open without signing in and organised by module. Best for a procedure you have not done before.
In-app help — "what does this field mean"
Help panels on the screens where the rules are genuinely intricate — payroll above all, where a figure depends on attendance, leave, deductions and a policy. Read it where the question arises rather than in a manual.
Email — "this is wrong"
For something that is not behaving as described. Send the document number or the screen and what you expected — that turns a report into something we can reproduce rather than something we have to guess at.
A call — "we need to change how this works"
For configuration, a new branch, a change to an approval chain, or anything where the answer depends on how your business is set up. Those are conversations, not tickets.
What comes with your plan
Support is included on every plan. What changes is priority and whether you have a named contact.
- Every plan: email support, the Help Center, and the in-app assistant.
- Enterprise: priority support.
- Custom: a named contact who knows your setup.
- Setup help during the trial, on every plan — it is the fastest way to find out whether the system fits.
How to get the fastest answer
Search the Help Center first. It is open without signing in, in Arabic and English.
Ask the in-app assistant. It answers from the same documentation, in either language.
When something looks wrong, send the document number, the screen and what you expected, so we can reproduce it straight away.
Book a call for configuration, a new branch or a change to an approval chain.
On the Custom plan, your named contact comes with response times agreed in your contract.
Support questions
What support do we get?
Email support on every plan, priority support from Enterprise, and a named contact on Custom. The bilingual Help Center is open to everyone and does not require a ticket.
Will you build something specific for us?
Yes, in the form that serves you best. A need that is genuinely general — a field, a rule, a report — becomes configuration in the product, so it stays supported through every update.
A need that is specific to your business is quoted as a project, with the scope agreed before work starts.
How do updates work?
We deploy them; you do not install anything. Changes that affect how a screen is used are announced rather than discovered, and nothing that alters an accounting rule ships without being described first.
Something not working?
Send the document number or the screen and what you expected to happen. That is usually enough for us to reproduce it.