Help that actually helps.

Florivio is built so you rarely need support in day-to-day use. But when something does come up: no login, no queue — just send an email or use the chat.

Quick question? Use the chat icon in the bottom right on any page.

Two paths to a solution

Step 1 – Self-Service

Documentation

Start by searching the help documentation – the most common questions about attendance, SEPA exports, equipment, and roles are explained there.

View Documentation
Step 2 – Direct Support

Create a Ticket

Didn't find what you need? Use our contact form — your request goes straight to our ticket system and we'll respond within 72 hours.

Create Ticket

Response time definition: Time until the first qualified response to a ticket – not the time until full resolution. Support hours: Mon–Fri, 9:00 AM–5:00 PM (public holidays excluded).

Support Tiers

Starter includes Self-Service (docs & FAQ). Standard Support (email tickets) is included from the Standard plan. Plus and Premium are optional Add-ons.

Self-Service All Plans
Free
incl. Starter
Response Time
No SLA – available instantly
Channels
  • Documentation & Help Texts
  • FAQ
Included
  • Help texts directly in the app
  • Documentation at /help/
  • FAQ for common questions
  • Guaranteed response time
  • Direct contact with support team
View Documentation
Standard From Standard Plan
Included from Standard Plan
not in Starter
Response Time
Up to 72 h on business days
Channels
  • Contact Form / Email
Included
  • Contact form at /contact — no login required
  • Response time up to 72 h (Mon–Fri, 9 AM–5 PM)
  • Help with bugs & usage questions
  • Quick configuration checks
  • Phone/chat support
  • Prioritized handling
Create Ticket
Plus Add-on
On Request
optional Add-on
Response Time
Up to 24 h during business hours
Channels
  • Email (prioritized)
  • Callback Ticket
Included
  • Prioritized ticket handling
  • Response time up to 24 h (Mon–Fri, 9 AM–5 PM)
  • Callback ticket: we call you back
  • Everything from Standard
  • Direct phone/chat support without appointment
Request Plus
Premium Add-on
On Request
optional Add-on
Response Time
Up to 8 h during business hours
Channels
  • Email (Highest Priority)
  • Phone/Chat (by appointment)
Included
  • Highest ticket priority (P1/P2 first)
  • Response time up to 8 h (Mon–Fri, 9 AM–5 PM)
  • Phone & chat support by appointment
  • Monthly hour quota (individual)
  • Everything from Plus
Request Premium

At a Glance

Feature Self-Service Standard Plus Premium
Response Time Instant / no SLA 72 h 24 h 8 h
Email Tickets -- ✓ ✓ prioritized ✓ highest priority
Documentation ✓ ✓ ✓ ✓
Callback -- -- ✓ ✓
Phone/Chat -- -- -- ✓ by appt.
SLA Guarantee -- ✓ ✓ ✓
Additional Cost Free Included On Request On Request

What counts as support – and what doesn't?

Included in Support

  • ✓Bug reports & reproducible errors
  • ✓Questions about standard functionality
  • ✓Quick configuration checks
  • ✓Help with reproducible issues

Separate / not included

  • --Custom development & special requests
  • --Data migration & data cleanup
  • --On-site visits & training sessions
  • --In-depth process consulting
Fair use notice: Support is intended for normal usage. In cases of unusually high ticket volume, we may recommend upgrading to Plus/Premium or an hourly quota.

Ticket Priorities

How we classify and handle incoming tickets

P1 – Critical
System down

Florivio is unreachable for all users or a core process has completely failed.

P2 – High
Core function impaired

A key feature (e.g. SEPA export, attendance) is malfunctioning, but a workaround exists.

P3 – Normal
Individual issue / how-to

Individual errors without critical impact, usage questions, configuration help.

Still have questions?

Standard Support is included from the Standard plan. Use our contact form — we'll get back to you.

Create Ticket Request Plus / Premium