How can we help you?
Three paths depending on where you are in the journey — active customer, trial user, or evaluating the platform. Pick the one that fits.
Where are you?
Pick your path
- Existing customer
You're using the platform in production
Reach your assigned customer success manager directly, or use in-product chat. For urgent technical issues, email us with the subject line 'Urgent — production' and we'll route to on-call.
- Trial user
You're inside a 14-day trial
Every trial includes hands-on onboarding from a specialist (lease accounting, IFRS 9 ECL or treasury, depending on the product). Email or in-product chat — we're already watching your environment.
- Prospect / evaluating
You're evaluating ContractHive
Talk to a specialist before you commit. We can walk you through the platform, answer architecture questions, and send security or procurement packs ahead of your review meeting.
Direct contact
One inbox, one team
We don't have a maze of support email addresses. One inbox, one team, real human responses within one business day.
[email protected]- Response within one business day
- In-product chat for trial & active customers
- Direct line to implementation team during onboarding
- On-call escalation for urgent production issues
Where we are
Three offices, across time zones
Headquartered in Dubai, with engineering in Islamabad and APAC operations in Sydney — so customer support is always within working hours of someone on the team.
- DubaiUnited Arab EmiratesP.O. Box 299221, DubaiHeadquarters · GCC customer success
- IslamabadPakistanHouse 62, Street 487, G13/1 IslamabadEngineering & implementation
- SydneyAustraliaSchofields, 2762, New South WalesAPAC operations
Frequently asked
Six things people ask about support
What's included in support during a trial?
Every trial includes hands-on onboarding from a specialist matched to your product (lease accounting, IFRS 9 ECL, or treasury). Email and in-product chat are available throughout the trial.
How quickly do you respond?
We aim to respond to all inbound requests within one business day. For active production customers with the 'Urgent' subject line, we route to on-call within working hours and provide best-effort response outside them.
Do you have an in-product chat?
Yes, for active customers and trial users. The in-product chat connects you to your customer success manager and the implementation team.
How does FineIT support work for Estimator 9?
Estimator 9 is developed by FineIT, our technology partner, but support flows through the ContractHive support team. You email one address, you talk to one team. Behind the scenes, complex IFRS 9 modelling questions may involve a FineIT specialist.
Can I escalate a procurement or security review?
Yes — email us with the subject 'Procurement review' or 'Security questionnaire' and we'll send the relevant pack within one business day. See the resources page for what's available.
What about audit-time support?
Audit-grade traceability is built into the products themselves — every figure links back to its source clause or input. For active customers, we also provide direct support during your audit cycle on request.
Need a human?
Send us a message — one inbox, one team, response within one business day.