Support
How to reach us and when to expect a reply
Hibiscus HR is small enough that support and product are the same people. That is a feature, not a bug. Your question does not sit in a queue waiting for a tier-two escalation. It lands with someone who can also fix it.
How to reach us
Fastest path in and the only channel that leaves an audit trail. Anything payroll-critical, T4-season, or ROE-related goes here first. We reply to every message we get.
In-app support ticket
Settings → Support inside Hibiscus HRFor firms already logged in. Files the ticket against your tenant so we can see your data alongside the question.
Book a call
20 minutes on the calendarReserved for prospect demos and paying-firm escalations. Not the fastest path for a straightforward how-do-I-do-X question. Email is quicker.
Response-time commitments
Business hours are 9am to 5pm Eastern, Monday through Friday. Outside those hours emails still land in the inbox and get triaged the next business morning. Anything on a live payroll day gets priority regardless of when it comes in.
| Issue | First response | What it covers |
|---|---|---|
| Payroll blocker on a pay day | Same business day, best-effort within 4 business hours. | Someone cannot get paid because a Hibiscus bug is preventing the run. The most escalated case we handle. |
| Payroll blocker outside pay day | One business day. | Something you need to fix before your next scheduled run. |
| CRA / ROE filing question | One business day. | T4 season, T4 amendment, ROE download, remittance summary. |
| General question about the product | Two business days. | "How do I do X" that is not blocking the firm. |
| Feature request | Acknowledged inside one business day; timeline separate. | Every request lands on the roadmap even if it takes a quarter to ship. We do not silently drop them. |
These are targets, not contractual obligations. If we miss one on your account, tell us. We take the miss seriously and adjust the process, not the promise.
If payroll goes wrong at 4pm on Friday
Email us with the words PAYROLL BLOCKER in the subject line and the last four digits of your Hibiscus tenant slug in the body. That routes past the normal queue. We work the problem until it is either resolved or you have a documented workaround for your Monday run.
If the fix needs a code change we cannot ship the same day, we tell you that plainly and stay on the phone while your payroll clerk runs the workaround. We do not disappear until your firm is paid.