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: 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 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. 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.
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?
Updated on: 08/26/2026
Thank you!