Support at ReportHours
ReportHours is built to be simple enough that most days you will not need us. Every subscription includes help for your organization's admin when an account or access is not working. Support runs through the admin: case managers ask their admin, participants ask their case manager, and the admin contacts us. Hands-on help, training, and how-to coaching are optional services with clear prices, described below.
Included with every plan
- ✓A staff member who cannot sign in, or a password reset
- ✓A participant link that has stopped working
- ✓A page, total, or report that appears broken
- ✓Changing your plan or your organization's details
Fair use. Included support is for occasional account and access issues. It is not a training service or an unlimited help desk. If your team would like regular how-to help, Priority Support below is built for that, and we will point you to it rather than leave a question unanswered.
Contact support
Admins: send a request here or email support@reporthours.com from your admin address. Either way it reaches the same mailbox and is logged to your organization. We reply within three business days.
Support requests come from your organization's admin. If you are the admin, sign in and come back to this page to send a request. Case managers: ask your admin. Participants: ask your case manager.
Not a customer yet? Email hello@reporthours.com to arrange a demo.
Optional support plans and services
Each is a defined piece of work with a fixed price, so you know what you are buying and we can deliver it well. Request any of them by email; introductory prices may change.
We set your organization up with you and train your case managers.
- ✓60-minute video session: grant periods, logo and colors, case-manager logins
- ✓We load your client list from a spreadsheet you send
- ✓30-minute case-manager training session
For programs that want a person to ask, not just a mailbox for problems.
- ✓How-to and training questions by email, not only account issues
- ✓Replies by the next business day
- ✓Up to four scheduled 30-minute video calls per year
- ✓A named contact who knows your setup
A recordkeeping check before your reporting deadline.
- ✓We review the period for gaps: missing weeks, clients with no entries, unfinished records
- ✓A written checklist of what to fix and where
- ✓Recordkeeping only — never an opinion on whether records satisfy a funder or agency
Start the new grant year clean.
- ✓Roll grant periods forward and archive clients who have left
- ✓60-minute session to retrain staff and onboard new case managers
What we do not do
- –Enter or correct records on your behalf. Your staff keep control of your data.
- –Advise whether records satisfy a funder, agency, or law. ReportHours is a recordkeeping tool; those judgments belong to your program and its counsel.
- –Guarantee uptime or response times. We work to keep the service available and to answer promptly, but we do not promise a service level.
- –Take requests from case managers or participants directly. Case managers go to their admin and participants to their case manager, which keeps one accountable contact per organization and participant information inside your program.
Writing to us
Include your organization's name, the page you were on, and what you expected to happen. Please do not include a participant's name in email; the HMIS number is enough for us to find a record.
If the service is down for everyone, we email each organization's admin with updates as we learn more.
Last updated September 15, 2026. The current version of this page is always the one that applies. Support is provided under the Subscription Agreement.