Support

Real humans. Fast replies. No ticket queue.

Email us and a human gets back to you — usually within 4 hours on business days. Not a chatbot. Not a tier-1 deflection script. The same team that builds the product answers the questions about it.

Email support Other ways to reach us
< 4hr
Median first response, business days
Same day
For most non-business-hours emails
100%
Human responses, no bots
4.6 / 5
G2 rating from real customers
Try this first
Knowledge base — self-serve articles and guides
Most common questions are answered in one search. If it's not there, message us.
Open the knowledge base
How to reach us

Two ways to get help. Both go to a human.

Pick the channel that matches the urgency. Email works for most things. Video is on request for anything a screen-share solves faster than a thread.

Email
Best for: most things
Email us with a clear description of what you need and any relevant screenshots. Replies usually come within 4 hours on business days. Async, well-documented, and traceable — the right channel for 80% of support questions.
Response time< 4hr median
HoursMon–Fri
Available onAll plans
info@okrstool.com
Video call
Best for: complex setups
For situations where a quick screen-share is faster than a thread. Book a 30-minute slot directly with our team. Available on request for any plan; included as part of concierge implementation on Expand.
Booking lead timeSame week
HoursMon–Fri, your timezone
Available onOn request · All plans
Book a slot
What's included by plan

Every plan gets human support. Expand goes deeper.

No plan is locked out of email support. The differences are in channels, dedicated leads, and concierge implementation.

Support feature Launch Free · 1–5 users Scale $49/mo · 6–50 Expand $129/mo · 51+
Email supportHuman reply, < 4hr median
Knowledge base & guidesSelf-serve at kb.okrstool.com
Video call on requestFor complex questions On request Included
Dedicated implementation leadSingle point of contact, 90 days — —
Concierge implementation4-phase onboarding plan — —
60% adoption guaranteeMoney-back if missed at day 30 —
What support covers

Clear about what we help with, and what we don't.

Most teams ask the same questions when they sign up. Here's the line.

What we help with
  • How to use any feature in OKRs Tool
  • Bugs, glitches, and unexpected behavior
  • OKR writing advice — we'll review drafts and suggest tightening
  • Setup questions: cycles, integrations, permissions, scoring
  • Account, billing, and plan changes
  • Data export, migration, and import from other tools
  • Security, compliance, and DPA questions
  • Roadmap and feature request input
What we don't help with
  • OKR strategy work outside what's discussed in onboarding
  • Setting your company-level OKRs for you
  • Running ongoing weekly OKR meetings (templates provided)
  • Custom integrations beyond what's on /integrations
  • Custom development or single-tenant deployments
  • Custom contracts beyond our standard MSA
  • Performance review compensation calculations
How we think about support

Four principles that shape every reply.

1. No tier-1 deflection
When you email support, you reach someone who can actually solve the problem — not someone who reads a script and escalates. Smaller team, smaller ego, faster fix.
2. Async by default
Email works for 80% of questions. We don't force calls when a written reply is faster for everyone. Video is available on request when it's actually needed.
3. Human, not bot
No support chatbots. No “please rate this article 1–5.” Every reply comes from a real person on our team — usually the founder, often someone who wrote the feature you're asking about.
4. Fast, traceable, documented
If we solve it for one customer, we update the guide so the next person finds it themselves. Most of our support work is preventing the next ticket, not just closing the current one.
FAQ

Questions we get all the time.

What are your support hours?
Our core support hours are Monday–Friday, Tallinn time (CET/EEST). We typically reply to emails within 4 hours during business hours, and same-day to most emails sent outside business hours. We don't guarantee weekend support, but we often respond anyway.
Is there a phone number I can call?
No. Phone support trades a lot of speed for a little perceived intimacy — you'd wait longer for a slot than you'd wait for an email reply. Video calls work better when something genuinely needs voice; they're bookable on request and included on every plan.
Do you have a chatbot?
No. We don't use support chatbots. Every message reaches a real person. If you want to search our knowledge base, the help center is fully indexed and searchable — same content the team draws on when answering you.
What's the difference between support and implementation?
Support is help with the product — how features work, fixing bugs, account questions. Implementation is the structured 90-day rollout plan: strategy, setup, training, and embedded review cadence. Both are available; concierge implementation is included on the Expand plan.
Can I get a dedicated CSM?
On Expand, you get a dedicated implementation lead for the first 90 days — a single human you can email or call. After that, ongoing support is through the standard channels, still with the same small team you already know.
Do you support Single Sign-On (SSO) or SAML setup?
Yes, on the Expand plan. SSO and SAML setup is included as part of concierge implementation and supported as a standard request afterwards. Email us and we'll walk you through it.
What about security, GDPR, or DPA requests?
All security and compliance questions go to the standard support email. We respond to DPA requests within 1 business day. See our security overview, sub-processor list, and privacy policy for the public-facing details.
What if my issue isn't fixed quickly?
Tell us. We'd rather hear “this isn't resolved” than guess. The team is small, the founder is involved, and escalation just means saying so in the next reply — there's no separate process to start.
Need help right now?

Email us. We'll be quick.

Median first response under 4 hours on business days. The same team that builds OKRs Tool answers the support email.

info@okrstool.com