Contact

Open Support in the sidebar. A message sent from there opens a thread tied to your organisation, and the reply comes back in the same place rather than in an inbox you have to go and find. It goes to the people who would have had to fix it anyway, and it is the only route that already knows which business you are.

The Support screen asks for a sign-in that can see your account settings, so it is the owners and administrators of a business who can open a thread there. If that row is not in your sidebar, e-mail us instead — it reaches the same people.

[email protected] takes anything: a fault, a question about whether Rotaaa fits the way you work, or a request about your data. It asks for no account and no session, so it works whether or not you use Rotaaa, and whether or not you can sign in today.

If you are a member of staff at a business that uses Rotaaa, write to us directly. Anything about the service itself we answer ourselves. A request about your own employment records is passed to your employer rather than actioned over their head, because those records are theirs and we hold them on their instructions.

The support page is open to everybody as well. The answers to the questions we are asked most are written out in full there, with no sign-in of any kind.

Your company or organisation name, your role within it, the contact details you would like the answer sent to, and a short description of the problem or the help you need. If something went wrong, the organisation it happened in and roughly when is usually enough for us to find it.

We answer most messages within the hour, seven days a week, between 7am and 9pm.

That is what we aim at and hit most days, rather than what we are held to. The response times we are contractually held to are the targets in clause 6 of the service level agreement, which are counted in working days and set out what happens when something is down as against when something is merely a question. Where the two differ, that clause governs.