Risk Disclosure

The Risk Disclosure document explains the features of the Compliance Gate Platform, and their limitations and risks.

How many tickets are included?

The number of support tickets depends on your plan:

• Self-managed: None
• Standard: 3 tickets
• Premium: 15 tickets
• Enterprise: 20 tickets

Can we buy additional support tickets?

Yes, you can buy additional support tickets on this page.

How do you define one support ticket?

Here are some common examples:

1. Ask questions (max 5) related to a single compliance requirements list = 1 ticket

2. Request help to review a document = 1 ticket

3. Request help to review a label file = 1 ticket

4. Request lab test booking assistance = 1 ticket

5. Review supplier test reports and other compliance documents = 1 ticket

What kind of help can we get through support tickets?

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

1. Ask questions about information in generated compliance requirements lists.

2. We can help you search for information in source texts.

3. Ask questions about practical areas of product compliance (i.e., label file formats, lab testing cost reduction, supplier vetting).

4. Request help with lab test bookings and other third-party services.

5. Review files generated through the Compliance Gate Platform.

6. Review test reports and certificates provided by suppliers or testing companies.

Asking questions

You can ask questions related to information in a Compliance Requirements List.

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 offer 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.

File reviews

You can request a review of a file created in the Compliance Gate Platform, or test reports and certificates submitted by a supplier or testing company.

1. We can only compare reviewed files to a particular source. We do not take other sources into consideration.

2. We do not ‘approve’ or ‘confirm’ labels, documents, certificates, or other files – including those generated using the templates.

3. We cannot approve or confirm the contents in files.

Note: We can only determine if a particular label item, such as a company name or warning text, is present. However, we cannot confirm if the correct company has been specified, or if the warning text wording is correct.

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.