Find US, EU & UK requirements
Support Tickets
Support tickets allow you to ask questions about US, EU and UK product compliance requirements
directly to our support team. We are available from Monday to Friday.
Ask up to 5 questions per support ticket
Request guidance at any stage of the process
We normally respond within 1 to 2 business days
What can we ask questions about?
Finding US, EU & UK requirements
Product and packaging labelling Declarations, certificates & instructions Get lab suggestions and process guidance Guidance on how to manage removals Guidance related to EPR and packaging rules
Getting started
Labelling
Documents
Testing
Amazon
Packaging
Support Timeline
The image describes how support can be used throughout the process
Example A: Compliance Requirements List
Example B: Lab Testing
Support team
Fredrik Gronkvist
Fredrik has a background in manufacturing and quality assurance and has contributed to Bloomberg, BBC, South China Morning Post, and the Swedish National Electrical Safety Board.
Ivan Malloci
Ivan completed his PhD in Control Systems at Nancy University, during which he contributed to the development of a hot strip mill control system for ArcelorMittal.
John Vinod Khiatani
John holds a PCLL and Juris Doctor in Law (Hong Kong) from the City University of Hong Kong, a Master’s of Finance degree from Curtin University of Technology.
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 the 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
What are your sources when responding to a support ticket?
We only respond based on what is written in regulation texts, guidance pages, and other official sources. Here are some examples:
- EUR Lex
- eCFR
- legislation.gov.uk
This also means that we can only address questions to the extent that these are addressed in the regulation texts, guidance pages, and other official sources. Bear in mind that the sources do not address every possible scenario or question.
Note that we can also provide guidance based on our own experience. However, this is limited to practical aspects of the process (i.e., how to submit samples to testing companies).
How many tickets are included?
The number of support tickets depends on your plan:
- Self-Managed: None
- Standard: 3 tickets
- Premium: 15 tickets
- Enterprise: 25 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 Compliance Gate Platform.
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?
1. You can submit test reports when asking questions.
2. However, we do not ‘approve’ or ‘confirm’ certificates or other test reports. 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?
1. You can submit certificates, declarations and other compliance documents when asking questions.
2. However, we do not ‘approve’ or ‘confirm’ certificates or other documents.
Can you review label files?
1. You can ask questions about product and packaging labelling requirements.
2. You can also request guidance related to label file formats and other technical parameters.
3. However, we do not ‘approve’ or ‘confirm’ label files. That said, you can request a third-party label review from our 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.