Support

Support tickets allow you to ask general questions or request that we review documents and label files created using the platform. We normally respond in 1 – 2 days.

Support Ticket Sample
Ticket Sample

Support Examples

Report

Ask questions related a single compliance report = 1 ticket

Use the Compliance Report Tool (Link) to create a PDF report

Document

Ask questions related to a single document file = 1 ticket

Use the Document Editor (Link) to create certificates/compliance documents

Label

Ask questions related to a single label file = 1 ticket

Use the Label Editor (Link) to create product and packaging label files

Clothing & textiles

Send a list of questions = 1 ticket

General guidance only. We do not offer standards assessments or legal advice

Lab

Request recommendations (e.g. testing companies) = 1 ticket

We can introduce you to our network of testing companies and consultants

What kind of support do you offer?

You can ask general questions about the compliance process. We can also recommend service providers in our network. This includes testing companies and consultants.

  • Ask questions about information in generated compliance reports
  • Ask questions about the general compliance process (e.g. lab testing and labeling)
  • Receive guidance to other official resources (e.g. government websites)
  • Request recommendations concerning testing companies, and other service providers

However, we do not offer legal advice, engineering/technical advice or confirm applicable regulations or standards for specific products. Further, we do not ‘approve’ or ‘confirm’ labels, documents, certificates, or other files – including those generated using the product manager.*

*We can review documents and label files issued in the Product Compliance Manager. However, this means that we compare it to the editor fields. We do not and cannot “confirm” or “verify” if the information in the file (e.g. company name or SKU) is correct in itself or generally compliant.