Create compliance checklists for your product (US, EU & UK)
Support Tickets
Support tickets enable you to ask questions about compliance requirements directly to our team members.
You can ask up to 5 questions per ticket, and we respond within 1 to 3 days (Mon to Fri)
Ask up to 5 questions per support ticket
We normally respond within 1 to 3 days
Ask questions related to the US, EU & UK
Example
Risk Disclosure
The Risk Disclosure document explains the features of the Compliance Gate Platform, and their limitations and risks.
What is a support ticket?
You can submit a list of questions in a support ticket if you have questions related to compliance requirements covered by the platform.
How many questions can we ask per support ticket?
1. You can submit a support ticket listing up to 5 questions.
2. Each support ticket can only be dedicated to a single product and market.
3. You can ask questions related to information in a Compliance Requirements List.
What kind of questions can we ask?
1. You can ask questions about information in generated compliance requirements lists:
- Product regulations and directives
- Certificates and documents
- Labelling requirements
- Testing requirements
2. You can ask questions about practical areas of product compliance, such as:
- Label file formats
- Lab testing costs
- Supplier vetting
3. Request help with lab test bookings and other third-party services
4. Request feedback on test reports and documents obtained from your suppliers
How many tickets are included?
The number of support tickets depends on your plan:
- Monthly: None
- Standard: 3 tickets
- Annual: 15 tickets
- Enterprise: 20 tickets
Can we buy additional support tickets?
Yes, you can buy additional support tickets on this page.
Are there any limitations?
In order to provide support tickets as part of a flat rate subscription, we have a set of rules and defined scope for the support we provide in an individual ticket.
1. We can only relay information as it is written in source texts, and provide general guidance.
Note: This means that we can only refer to what is written in a certain source text. If your question is not answered or even addressed in the source text, then we can generally not provide an answer either.
2. When we search source texts, we cannot guarantee that we have found everything that relates to the question or objective.
3. We do not provide legal advice, interpretations, engineering/technical advice, or confirm applicable regulations or standards for specific products.
4. We cannot “confirm” or “approve” a product as “fully compliant” or compliant with a certain set of requirements.
5. We cannot guarantee that any answer we provide via support covers every single possible scenario or outcome.
6. We do not ‘approve’ or ‘confirm’ labels, documents, certificates, test reports, or other files – including those created using the templates or the label creator.
7. We do not provide label reviews.
8. We do not actively manage the process on our subscribers behalf. For example, we do not create label files, documents, or communicate with marketplaces or other entities on their behalf.
Can you review test reports?
Yes, but we cannot confirm or approve test reports as valid. We can have a look at your test reports and provide general feedback and point out if we find particular issues. As we are not involved in the testing process, we cannot know on what basis a test report was issued.
Can you review our certificates or other documents?
We do not review or approve individual product certificates or other compliance documents. That said, you can ask questions related to product certificates, declarations, and other compliance documents.
Note that we can only provide feedback to the extent that the source text provides relevant information.
Can you review label files?
No, we do not provide label reviews. However, you can request a third-party label review from our testing partners via the platform.
How long does it take to receive a response?
We normally respond within 2 work days (Monday to Friday, excluding public holidays in Hong Kong).
However, we may need 4 to 7 work days to respond to questions that require additional research.