Client support
Your dedicated support channel.
Every HRIM client gets access to our custom-built Issue Tracking System — purpose-built for transparent, accountable support.
Report. Triage. Resolve. Repeat.
Report
Submit an issue through the portal or email. Our AI categorizes and prioritizes it automatically.
Triage & Prioritize
Your issue is assigned, scoped, and scheduled based on severity and SLA tier.
Resolution & Follow-up
We resolve, verify, and close the loop — with full audit trail and status updates.
Built for clarity, not complexity.
Bug & Issue Tracking
Report and track bugs with full context, screenshots, and priority levels.
Feature Requests
Submit and vote on feature ideas. We track demand and plan accordingly.
Priority Support
Escalation paths for critical issues with guaranteed response times.
Knowledge Base
Self-service documentation, guides, and FAQs for your systems.
Release Notes
Transparent changelog for every update, fix, and deployment.
Custom-built. Not off-the-shelf.
Our Issue Tracking System is built in-house — the same way we build client systems. It features a dual interface: a simple, clean view for clients and a powerful operational backend for our team.
AI-powered categorization routes issues to the right engineer. A conversational issue reporter makes submissions easy. SLA tracking ensures accountability at every step.
Not a client yet? Get in touch to learn more.
Response times you can count on.
| Severity | Response Time | Resolution Target |
|---|---|---|
| Critical | 2 hours | 8 hours |
| High | 4 hours | 24 hours |
| Normal | 24 hours | 72 hours |
| Low | 48 hours | 1 week |