Service Levels and Support

Support hours

Monday to Friday, 10:00 am to 6:00 pm Indian Standard Time, excluding public holidays in India. Requests received outside these hours are handled when the next window opens.

How to reach us

• Email: support@tulingcreativehub.com (Starter and above).
• Support desk inside Tuling HRMS (Starter and above).
• Phone and on-call line, with a named contact (Scale).
• The Free plan is self-service and has no support commitment.

Priorities

• Urgent: the service is down or a payroll run is blocked for all or most users, with no workaround.
• Normal: an important feature is not working or is badly degraded, or a significant group of users is affected, and a workaround exists.
• Low: questions, minor faults, cosmetic issues and requests for help.

The Customer sets the priority when raising a request. We may reassess it with the Customer if the facts do not match.

Response targets

Reply-time targets for each priority are set in the customer's agreement (the Order Form), because they depend on the plan and what the parties agree. A first response means a reply from a person on the Tuling team once a request is received on a support channel, measured in support hours. A first response is not a fix. We will keep the Customer informed and work to resolve each issue with reasonable speed.

Availability

We aim to keep the Service available and use planned maintenance outside support hours where we can, with notice for planned downtime. We do not offer a financial uptime guarantee unless the Order Form says so. Any such commitment, the way availability is measured, and any service credit are set out in the Order Form.

What is not covered

• Problems caused by the Customer's own network, devices or integrations.
• Requests outside the Service, such as legal, tax or payroll advice.
• Events outside our reasonable control.
• Free plan and trial accounts, except that we will try to help trial customers set up.

Escalation

If a request is not resolved as the Customer expects, write to support@tulingcreativehub.com with the request number and the word "Escalation" in the subject. We will review it and reply. Effective date: 2 November 2026.