Support hours
09:00 to 17:00 UK time, Monday to Friday, excluding England and Wales bank holidays.
Support
Help from real people, with reply times we publish.
Email support@hollyhr.com on any plan and a founder will read it. HollyHR aims to send a first reply from a person within 3 UK business days on Free and within 1 UK business day on Standard, and the same UK business day for urgent issues on any plan.
Support hours: 09:00 to 17:00 UK time, Monday to Friday, excluding England and Wales bank holidays.
First reply targetsFrom a person, during UK support hours
- Urgent issues, any planCan't sign in, HollyHR is down, or a suspected data or security problemThe same UK business day
- StandardPriority support: handled ahead of FreeWithin 1 UK business day
- FreeEmail and the help centreWithin 3 UK business days
By plan
Free and Standard, side by side.
Every plan gets email support and the help centre. Standard moves your questions up the queue and shortens the reply target.
| What you get | Free | Standard |
|---|---|---|
| How to reach us | Email support@hollyhr.com | Email support@hollyhr.com |
| First reply target | Within 3 UK business days | Within 1 UK business day |
| Place in the queue | After urgent issues and Standard cases | Ahead of Free, after urgent issues |
| Urgent issues | The same UK business day | The same UK business day |
| Help centre guides | Open any time | Open any time |
These are targets, not guarantees. Each one counts the first reply from a person, not an automatic acknowledgement, and none is a deadline to fix the problem. Plus will include Standard support when it launches. Enterprise support is whatever its signed contract sets out. Compare plans
Urgent issues
When something is urgent, it comes first.
On every plan, these jump the queue, with a response target of the same UK business day:
- You can't sign in to HollyHR.
- HollyHR is down or won't load.
- You suspect a data or security problem, such as someone seeing records they shouldn't.
Email support@hollyhr.com and start the subject with “Urgent”. If HollyHR is down, the status page shows what we know.
Found a security vulnerability?Email security@hollyhr.com, following our disclosure policy.
Data protection request?Email privacy@hollyhr.com. We answer within the legal deadline, normally one month. For an employee HR record, ask the employer first: it controls that data, and we help it respond.
Is HollyHR down?The status page shows current service status and incident updates.
Hours
When we reply, and how the target counts.
Outside those hours
You can email at any time. Messages sent outside support hours are read from 09:00 on the next UK business day, and the reply target counts from then. There is no phone support or out-of-hours cover.
How a target counts
For example, in a week with no bank holiday, an email sent at 10:00 on Monday has a Standard target of 10:00 on Tuesday and a Free target of 10:00 on Thursday. An urgent one has a reply target of the end of Monday.
Before you email
What to put in your email.
Email from the address you use for HollyHR. A few details let the first reply be a real answer, not a question back.
- Your organisation's name or HollyHR web address.
- What you were trying to do, and what happened instead.
- Any error message, word for word.
- When it happened, and whether it keeps happening.
- A screenshot, with personal details covered.
Please don't send passwords, sign-in links or codes, bank details, health information or employee documents. We will never ask for them.
Questions
Support questions, answered.
How quickly does HollyHR support reply?
HollyHR aims to send a first reply from a person within 3 UK business days on Free and within 1 UK business day on Standard, and the same UK business day for urgent issues on any plan. Support hours are 09:00 to 17:00 UK time, Monday to Friday, excluding England and Wales bank holidays. Email support@hollyhr.com on any plan; the help centre's guides are open at any time. These are targets, not guarantees. Each one counts the first reply from a person, not an automatic acknowledgement, and none is a deadline to fix the problem.
What does Priority founder support mean?
Standard cases are handled ahead of Free cases, after urgent issues. HollyHR aims to send a first reply from a person within 1 UK business day, compared with 3 UK business days on Free. It is a reply target during UK support hours, not a resolution deadline or a 24/7 service.
What counts as an urgent support issue?
Not being able to sign in, HollyHR being down, or a suspected data or security problem. These come first on every plan, with a response target of the same UK business day. Start the email subject with "Urgent".
What happens if I email HollyHR support at the weekend?
You can email at any time. Messages sent outside support hours are read from 09:00 on the next UK business day, and the reply target counts from then. There is no phone support or out-of-hours cover.
Does HollyHR offer phone support or an SLA?
No. Support is by email, and HollyHR publishes reply targets rather than a contractual service level. These are targets, not guarantees. Each one counts the first reply from a person, not an automatic acknowledgement, and none is a deadline to fix the problem.
How do I report a security vulnerability in HollyHR?
Email security@hollyhr.com, following HollyHR's vulnerability disclosure policy. If you are a customer and think your own data is at risk, email support@hollyhr.com with "Urgent" in the subject as well.
How do I make a data protection request?
For your own account, billing or website data, email privacy@hollyhr.com; HollyHR answers within the legal deadline, normally one month. For an employee HR record, ask the employer: it controls that data, and HollyHR helps it respond.
Start free with up to 10 active employees.
Email support and the help centre come with every plan, including Free.
No card, no sales call and no trial clock.