Personio Support
We prioritize great customer support
Rely on us to resolve issues quickly and on your schedule. Choose between our standard support or our premium support for even more personalized assistance.
Choose your ideal plan
Core Support
Get in touch with our team of experts to get the product help you need.
Get help Mon-Fri 8am - 5pm UK time
Request a callback: No long waits or hold music, making sure you get help as you need it
Share work: Add up to two account owners to the plan
Use our Support Q&A AI tool or lodge a web ticket
Overview of live estimated response times (ERT - See link)
Premium Support
Benefit from everything in Core Support plus faster response, extended hours, dedicated support contacts, and more (See SLA).
Access extended support hours from 6am - 7pm UK time
Receive callbacks within 15 minutes
Add up to 8 teammates to your support plan
Experiment risk-free, in your own test environment with a copy of your own data
Get your own pool of dedicated support agents
Improve programmes with a complementary annual account review
Receive a 25% discount on Professional Services
4.4 / 5
4.5 / 5
93%
20%
Get the VIP treatment with Premium Support
Faster support, on your terms
Receive prioritised callbacks within 15 minutes and enjoy extended support hours.
Experiment risk-free
Play around in your test environment. Test processes and workflows before making changes. No coding required.
Dedicated, human support
Resolve issues faster with a team of dedicated specialists who know your business and act as an extension of your team.
"Personio’s customer service was brilliant! Our customer success manager understood HR, was really responsive and I really had the feeling we would get good customer service."
Melinda Brooks Bray|CHRO, polaroid
Seamless support experience for all customers
Find all the answers you need in one place including AI chat support, self service resources, contact forms, and more. This makes it easy for you and your team members to view, track, and update service requests.
Plus, we even provide you with predicted response times and proactive updates to ensure you always have visibility.
Have questions? We’re here to help
Simply fill in your details and a Personio expert will get in touch.
Here’s just a few topics we could cover...
How to supercharge your HR processes
Personio solutions in action
Upgrading you to Premium Support
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Service-level agreements premium support:
For premium support, Personio provides a service level of 95% on a monthly average during support hours for requests regarding the product and its usage. Service level is defined as the share of requests that Personio first replies to within two support hours (“Service Level”).
Support hours are Monday to Friday between 7:00 am and 8:00 pm CET, excluding public holidays in Munich.
Support languages: English and German. Spanish support is also available (CET time zone), subject to availability.
The two hours begin from notification by an Account Owner via the software (help section) when contacting the Personio support team. The contract owner may request monthly reports regarding the Service Level by contacting Personio’s Growth Team via the software (help section) for up to 12 months after the respective month. Personio shall provide such a report in a machine-readable format within 30 calendar days.
If Personio is in breach of the Service Level for a specific month, the Contract Owner may request a refund for such month (pro rata) within one year by contacting Personio’s Growth Team via the software (help section). In such a case, Personio will refund the fees paid for such month within 30 calendar days and the customer acknowledges that this shall be its sole and exclusive remedy in relation to the Service Level. Section 12.2 GTC applies accordingly.
