SLA-backed help across email and phone.

Support matters most on the days it is least available — the 29th of the month, the last working day of an exit, the morning a biometric device stops syncing. Priority support puts response targets, a named escalation path and phone access behind those days specifically.

Response targets by severity, not by whoever opens the queue first.

ISO 27001 & AICPA SOC 2 certifiedEmail and phone · SLA-backed

What is included

Response SLAs by severity

Phone and email access

Named escalation path

Priority at cycle close

Configuration assistance

Quarterly review

Specific SLA targets and coverage hours are set per agreement.

How it differs

What priority actually buys you

A target, not a hope

Response and resolution targets are set by severity and written into the agreement, so an issue blocking a pay run is not queued behind a formatting question.

Cover when it matters

Payroll close, appraisal cycle end and statutory filing dates are predictable. Priority handling is weighted to those windows rather than spread evenly across a quiet month.

Somebody to escalate to

A named escalation path means an unresolved issue has a next step that does not involve re-explaining it from the beginning.

Configuration help, not just fixes

A new state, a changed leave policy, an extra approval level — configuration assistance is included rather than treated as a separate engagement.

Standard support

What every customer gets anyway

Priority support is an upgrade, not a paywall around basic help. Every Bhivo customer has access to standard support, product documentation and the in-product help desk for employee-facing queries — which handles a large share of the traffic that would otherwise reach us at all.

Priority is worth considering when payroll runs on a hard deadline, when the HR team is small enough that one blocked person stops the cycle, or when you operate across enough states and sites that a configuration question arrives most months.

If none of that describes you, standard support is genuinely sufficient, and we would rather say so than sell you an SLA you never call.

Cover the days that cannot slip

If your payroll close has no float in it, an SLA is worth more than a support address. Ask us what coverage would look like for your cycle.