Product assessments in 2 minutes
Support Tickets
Step-by-Step Tutorial
Support tickets allow you to ask questions about US, EU, UK, Canadian, and Australian 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, CA, & AU requirements
Product and packaging labelling Declarations, certificates & instructions Get lab suggestions and process guidance Avoid / manage product 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
Platform Data / Updates
Where do you get the platform data?
The platform (including templates) is primarily based on information from official legislation databases.
Data from official legislation databases
Is the platform updated?
We monitor official sources and update the platform monthly. We also perform an annual audit.
Monthly source review / Annual audit
Feature Overview
You can find a list of limitations and risks related to the support tickets in this document.
What is a support ticket?
Support tickets allow you to ask questions about US, EU, UK, Canadian or Australian product compliance requirements directly to our support team. We are available from Monday to Friday.
- You can submit a support ticket listing up to 5 questions.
- Each support ticket can only be dedicated to a single product and market.
- We can generally only provide support related to requirements in the CRL database
How can I use support tickets?
Sources and versions
1. We can only respond based on what is written in regulation texts, guidance pages, and other official sources. Here are some examples of sources we use:
- europa.eu
- EUR Lex
- eCFR
- US government agency websites (e.g., CPSC, FCC, FDA, DOE, FTC, and USDA)
- gov.uk
- legislation.gov.uk
- laws-lois.justice.gc.ca
- legislation.gov.au
2. 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.
3. Note that we can also provide guidance based on our own experience. However, this is limited to practical aspects of the process (e.g., how to submit samples to testing companies).
Limitations and risks
You can find a list of limitations and risks related to the support tickets in this document.
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
How many tickets are included?
The number of support tickets depends on your plan:
- Startup: None
- Premium: None
- Business: 10 tickets
- Enterprise: 25 tickets
Can we buy additional support tickets?
Yes, you can buy additional support tickets on this page.
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.