Support when you need it
Reach the Tuling team by email, through the support desk in the app, or by phone, depending on your paid plan.
Write to support@tulingcreativehub.com. Included from the Starter plan, with a reply target based on your plan.
Support desk
Raise a ticket from inside Tuling HRMS and follow it until it is resolved. Included from the Starter plan.
Phone and on-call line
Scale customers get a phone and on-call line and a named support contact, during support hours.
What each plan includes
| Support | Free | Starter | Growth | Scale |
|---|---|---|---|---|
| Email support | – | |||
| In-app support desk (tickets) | – | |||
| Phone and on-call line | – | – | – | |
| Named support contact | – | – | – | |
| Reply-time targets | – | In your agreement | In your agreement | In your agreement |
Support hours are Monday to Friday, 10:00 am to 6:00 pm IST. The Free plan is self-service. Reply-time targets are set in your agreement. See Service Levels.
Questions about support
What are your support hours?
Monday to Friday, 10:00 am to 6:00 pm IST.
What do urgent, normal and low mean?
Urgent: the service is down or payroll is blocked for most people. Normal: an important feature is not working and there is a workaround. Low: questions and minor issues. The reply-time target for each priority is set in your agreement.
What counts as a first reply?
A reply from a person on the Tuling team, not an automatic message. Reply-time targets, which are set in your agreement, are for the first reply and not for fixing the issue.
What if I write outside support hours?
Write to us at any time. We reply when the next support window opens.
Is there support on the Free plan?
No. The Free plan is self-service. Support starts with the Starter plan.
Which plan do I need for phone support?
The phone and on-call line comes with the Scale plan.
Do you help with setup?
Yes. Every paid plan starts with a three-month free trial and we help you set up your workspace. Ask about our launch programme.
Need help choosing a plan?
Tell us about your team and we will point you to the right one.