Remote People provides layered support designed to resolve your queries as quickly as possible. This article explains how our support model works, what to expect at each tier, and the response and resolution times we target.
Remote People AI — Your First Line of Support
Before reaching the support team, you can get instant answers 24/7 through the Remote AI Agent, available via the Help Widget on the platform.
Available 24 hours a day, 7 days a week
Answers are grounded in Remote People's official help content
Supports multiple languages
Seamlessly hands off to a human support agent when needed
For straightforward queries, platform how-tos, policy questions or country information, the AI assistant will resolve most requests without needing to open a ticket. For a step-by-step guide on using the widget, see How to Contact Support via the Help Widget.
Command Centre — Take Action Without Raising a Ticket
For ongoing platform task like salary changes, leave requests, offboarding, expense reports, and more, Command Centre lets you complete them directly in plain language without opening a support ticket.
Available to all platform users, adapting to your role and permissions automatically
Handles onboarding, offboarding, contract changes, leave, expenses, invoicing, and document generation
Shows a confirmation summary before any action is taken
When a request needs human review, it opens a support ticket on your behalf automatically
Command Centre is the fastest route for routine HR and admin tasks. Use the ticketing system for queries that require investigation, country-specific advice, or specialist input.
How to Submit a Good Support Ticket
When a ticket is needed, the quality of your submission directly affects how quickly it can be resolved. Each ticket should:
Cover one request only — one ticket per issue keeps routing clean and avoids delays.
Have a clear subject line that summarises the request in plain language.
Name the impacted party — include the employee's full name and employee ID.
State the country — include the country of employment where relevant.
Flag urgency and deadlines — if there is a payroll date, legal deadline, or start date at risk, say so explicitly.
Include a clear summary and any relevant attachments — contracts, screenshots, correspondence, or reference numbers.
Support Tiers & Response Times
Once a ticket is submitted, it is routed to the appropriate team based on the nature of the request. The table below shows our average response and resolution targets for each tier.
Support Tier | Typical First Response | Average Resolution Time |
First Level Support | Same day | 1 business day |
Payroll Support | 1 business day | 2 business days |
HR Support | 2 business days | 3.5 business days |
Escalation & Resolution Targets
For more complex cases that require escalation beyond the first-level team, the following resolution targets apply:
Escalation Type | Target Resolution |
Payroll Escalation | Under 2 business days |
HR Escalation | Under 4 business days |
Senior Escalation Support | Under 7 business days |
All response and resolution times are measured in business days and may vary based on complexity, country-specific requirements, or third-party dependencies (e.g. government processing). Including complete information in your ticket gives us the best chance of meeting these targets.