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We are with you, always
RUNA SUPPORT
A team of specialists, multiple service channels, and processes designed to resolve your requests quickly and keep your operation running.
- 80% resolved in <12 hours
- Payroll and HR experts
- Multichannel support
Support for every level of need
From self-service resources to personalized guidance for more complex operations.
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Platform Support
Integrated help within the platform
INCLUDED
Essential support for your day-to-day operations.
- Modern and intuitive UI/UX
- In-app chat
- Help text in important fields
- Help center with articles and videos
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Customer Support
Attention from our team
INCLUDED
Agile support to keep everything running.
- Human support via email and tickets Mon–Fri 7:00–23:00 · Sat 9:00–14:00
- Request tracking until resolution
- Escalation based on priority and complexity
- Specialized product support
- Continuous updates for legal changes
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Premium Support
Personalized guidance
ADDITIONAL
Proactive and personalized attention for critical operations.
- Dedicated KAM as a single point of contact
- Direct channel with our team
- Priority attention and escalation
- Preferential response SLA
- Periodic follow-up meetings
- Configuration and best practices consulting
- Advance communication of relevant changes
Our support channels
Get help through the channel that best suits your needs.
SUPPORT IN NUMBERS
of requests resolved in less than 12 hours (Platform Support and Customer Service)
of requests resolved in less than 6 hours via chat (Premium Support)
access to the platform and self-service resources.
See how we support our clients
helps simplify their operation, solve challenges, and grow.
Have questions?
We have answers.
Frequently asked questions
How can I contact the Runa support team?
You can contact us via in-app chat, email, or our ticketing system. You can also visit our Help Center to resolve questions quickly.
What are the support hours?
Our team provides support Monday through Friday from 7:00 AM to 11:00 PM and Saturdays from 9:00 AM to 2:00 PM.
How long does Runa take to respond to or resolve a request?
Resolution times depend on the type of support and the complexity of the case. 80% of Native Support and Customer Service requests are resolved in less than 12 hours.
What should I do if I have an urgent payroll issue?
You can open a ticket so our team can evaluate the priority of the case and escalate it internally based on its urgency and complexity.
What does Premium Support include?
It includes personalized attention, operational support, regular meetings with your KAM, a single point of contact, and VIP support with faster resolution times.
Does Runa offer self-service resources?
Yes. You can access the Help Center with articles, guides, and videos, as well as find help text directly within the platform.
Is support included in my plan?
Yes. All Runa clients have platform-based support and access to our service team. Some companies may also purchase or access Premium support options for additional guidance.
