> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.contracthero.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to reach ContractHero support — channels, hours and what we do for you

ContractHero support is your direct line for questions about the software, about errors, about user settings or about your day-to-day work with ContractHero. This article shows **when** you can reach us, **how** to choose the right channel and **what** we can help you with in concrete terms.

## Opening hours

**Monday to Friday, 09:00–18:00 (CET/CEST).**

On public holidays in Berlin our availability is limited — we announce exceptions in advance by email and in the web chat. Requests that arrive outside opening hours are handled on the next working day.

## How to reach us

You have three channels — use the one that suits your question:

### 1. Web chat (fastest route)

**In the ContractHero application:** open the **help menu [Hilfe-Menü]** in the top navigation bar (speech-bubble icon with a question mark, to the right of the notifications) and click **Support chat [„Support-Chat"]**. In the same menu you will also find the knowledge base, contact options (telephone, email) and a button for booking an appointment with us.

**In the** [**Help Center**](https://support.contracthero.com/en/)**:** via the **chat icon at the bottom right** of every page.

Ideal for:

* Quick questions about how to use the product
* Screenshots or a short description of a problem
* Follow-up questions on existing tickets

Response time during opening hours: usually within a few minutes.

### 2. Email

support@contracthero.com — for anything longer than three sentences. Ideal for:

* Detailed error reports with several screenshots or attachments
* Setup and configuration questions with context
* Matters you want to have documented

Response time during opening hours: as a rule within a few hours.

### 3. Telephone

**+49 (0)30 / 577 123 32** — for anything that is quicker to clear up than to write down. Ideal for:

* Urgent problems that are holding up your day-to-day business
* Complex matters that become clearer in conversation
* Follow-up questions about an appointment

## What support helps you with

Our support team knows ContractHero inside out. We help with:

* **Operation & functionality** — "How do I do X?", "Where do I find Y?"
* **Errors and bugs** — you see an error, something does not work as expected, a feature does not respond.
* **Configuration questions** — setting up SSO, creating categories, sorting out permissions, building automations.
* **User management** — setting up roles, inviting people, adjusting access.
* **AI analysis** — optimising prompts, why a field stays empty, re-triggering.
* **Integrations** — Google, Microsoft, SharePoint, PowerBI, DocuSign, HubSpot, API/webhooks.
* **Signatures** — starting FES/QES, annual volume, cancelling a signature process.
* **Data protection and security** — forwarding to the right team, providing the AVV, ISO certificates and Trust Center documents.

## What support is NOT the right contact for

Clear boundaries help both sides. Do **not** turn to support for:

* **Contract law advice.** We are software support, not legal advice. Whether a clause is valid, or how a particular type of contract should be assessed, is something to clarify with your own legal department or with external lawyers.
* **Contract negotiation with your business partners.** We help with ContractHero — not with the communication towards your contract partners.
* **Individual onboarding or training sessions.** That is your customer success manager's area.

## Support vs. customer success manager — who is there for what?

| Matter | Contact |
| ---- |
| Software question, bug, configuration | **Support** |
| Contract term, renewal, additional services | **Customer success manager** |
| Adding users, changing plan | **Customer success manager** |
| Initial setup, onboarding appointments | **Customer success manager** |
| Security or compliance documents (AVV, ISO 27001, DPA) | **Support** (forwards where necessary) |
| Feature requests | **Support** — we collect them and pass them on to the product team |

If you are unsure: ask **support** — we will route you to the right place internally instead of making you write more than once.

## What to have ready so that things move quickly

The more context, the faster the answer:

* **The contract or area affected** — contract name or ID, and which area you are currently in.
* **A screenshot of the situation** — a picture usually explains more than three paragraphs.
* **The exact wording of the error message** — please do not paraphrase; the precise wording helps with the diagnosis.
* **Browser and version** — Chrome, Edge, Safari, Firefox — and whether the problem also occurs in a different browser.
* **What you expected vs. what happened** — the shortest description that makes an error unambiguous.

## Frequently asked questions

**Do I get an answer outside opening hours?**
Requests outside Mon–Fri 09:00–18:00 land in the support inbox and are handled on the next working day. For urgent disruptions, please check the [**Status Page**](https://status.contracthero.com/) first — there you can see immediately whether there is a known incident.

**Where can I see whether ContractHero is currently experiencing disruptions?**
On the [**Status Page**](https://status.contracthero.com/). There you will find the real-time availability of all system components as well as information on current and past incidents.

**How do I report a security or data protection incident?**
For security-related matters you can reach us at support@contracthero.com — write "Sicherheit" (security) or "Datenschutz" (data protection) in the subject line so that the message goes straight to the responsible team. You will find all the relevant documents (AVV/DPA, ISO 27001, EU AI Act assessment) in the [**Trust Center**](https://trust.contracthero.com/).

**Can I report a bug directly to the development team?**
No — bug reports go through support. We document the case, reproduce it and pass it on to the development team. You will receive a status update as soon as there is news.

**Can I submit feature requests?**
Yes, very gladly. The best channel is the **web chat** or a short email. Describe the problem you want to solve — not just the solution you have in mind. That way the product team can prioritise in a targeted way.

**How long does it take to process a ticket?**
For simple questions we usually answer within a few minutes (web chat) to a few hours (email) during opening hours. For complex cases, or when we have to speak to the development team, it can take 1–3 working days — you will receive an interim update in any case.

**I cannot see the help menu or the chat icon — what should I do?**
For details see Help menu or chat icon not visible — how to fix the problem.

**Do I get support in English?**
Yes. The support languages are **German** and **English**. Simply write or speak in whichever language you find easier.

## Good to know

* **One channel is enough.** If you have already written by email, there is no need to call as well — that only creates duplicates. If it is urgent, say so clearly in the first channel.
* **There is no point in saving things up.** Do not wait until you have ten questions together — we are happy to clarify small questions individually and quickly.
* **Screenshots are your friend.** An annotated image often replaces three paragraphs of explanation.
* **Copy the error message, do not retype it.** Even small deviations can slow the diagnosis down.
* **The Status Page and Trust Center are self-service.** For availability and compliance questions you will usually find the answer there faster than in a support ticket.

## Would you like more than just help with errors?

For **strategic questions** (roll-out planning, process design, team enablement), your **customer success manager** is the right place to go — simply get in touch with support and we will put you in touch with the right person in your organisation.

## Related articles

* Help menu or chat icon not visible — how to fix the problem
* Automatic backups: daily backup to your own storage
* How does billing at ContractHero work?
* How do I set up custom single sign-on (SSO)?
* What information does the change log give me?