Support that doesn’t wait for the audit.
Every paying RiskWatch customer gets at least Standard. Premium and Enterprise add faster SLAs, more channels, and named owners. Same engineers answer email AND phone, no triage inbox between you and the person who can actually help.
Three tiers. Honest answers about what each one includes.
Tier is set on your order form, not in the support queue. You can upgrade at any point in your contract, pro-rated to the remaining term. Standard is what every paying customer gets, it’s real support, not a shrug.
Six ways to reach us. One team behind them all.
The engineer who answers your email is the engineer who answers your phone call. No outsourced tier-1, no script-readers. Pick the channel that fits the question.
Email · support@riskwatch.com
Every ticket lands in a named queue with a published SLA. No triage inbox.
In-product chat
Click the help bubble in app.riskwatch.com. Same team that handles email, faster turnaround for quick questions.
Phone line
+1 941-500-4525 for Premium and Enterprise. Routes to the same engineers that answer email.
Knowledge base
docs.riskwatch.com covers configuration, framework libraries, integrations, and common audit prep tasks.
Community forum
Practitioner-to-practitioner threads on ISO 27001, SOC 2, HIPAA, NIST 800-53, and more. Moderated by RiskWatch.
Customer portal
Ticket history, attached evidence files, SLA tracking, account billing, and roadmap voting in one place.
Some answers don’t need a ticket.
What happens after you hit send.
Every ticket has a named owner, a published SLA, and a real path to leadership if things stall. No labyrinth, no “please complete this escalation form” loop.
Open a ticket
Email support@riskwatch.com or use in-product chat. Standard SLA starts on the timestamp.
Engineer takes ownership
Named engineer assigned. Premium and Enterprise get the queue priority their tier specifies. You see the owner's name in your reply within the first response window.
Escalate to CSM or sev-1 pager
If the issue is audit-blocking or production-blocking, ask for sev-1 escalation. Premium and Enterprise trigger a 24×7 pager that wakes the on-call engineer.
Executive escalation
If you need leadership awareness, your CSM (Enterprise) or the support lead (Premium) loops in the VP Customer Success. We respond in writing with an owner and a timeline.
The questions support gets every week.
How fast does RiskWatch actually respond?+
Standard customers see a first response within 1 business day, most within 4 business hours during US working hours. Premium is 4 hours around the clock. Enterprise is 1 hour around the clock with a dedicated Customer Success Manager. SLA is measured from your ticket timestamp to a substantive response, not an autoreply.
What counts as sev-1 and what happens then?+
Sev-1 is production-blocking (you can't log in, evidence won't upload, the platform is unreachable) or audit-blocking (an active audit is happening today and a RiskWatch issue is on the critical path). Premium and Enterprise have a 24×7 pager for sev-1 cases. Standard cases follow business-hours escalation.
Does Standard include phone support?+
No. Standard is email and in-product chat only. Phone is a Premium and Enterprise channel. The reason is honest: phone support requires staffed coverage windows that are funded by the higher tiers. Email tickets get the same engineers regardless of tier.
Can we upgrade mid-contract?+
Yes. Premium and Enterprise upgrades are pro-rated for the remainder of your term. The upgrade is effective on the day your order form is countersigned, you don't wait for a renewal window. Talk to your CSM or sales rep.
What's the holiday and weekend coverage?+
Standard is 24×5 (weekday) email and chat. Premium and Enterprise are 24×7 including US holidays. The sev-1 pager is 24×7 year-round on Premium and Enterprise. Standard sev-1 cases that arrive on a Saturday are handled first thing Monday with the regular 1-business-day SLA.
Where do I escalate if my engineer is stuck?+
Reply to your ticket thread and ask for the support lead. The support lead is named and reachable, not a black box. For Enterprise, your CSM also has direct paths to engineering, product, and leadership. We do not require a separate escalation form.
Do you support framework deep-dives or just product questions?+
Both. Our engineers come from the GRC and audit-prep world, you can ask 'how should we structure A.5.23 evidence' and get a useful answer, not a documentation link. Framework deep-dives are unbounded on Enterprise (admin training credits) and time-boxed on Premium (4 hours per quarter).
What if my issue involves an integration with another vendor?+
We own the conversation. If the root cause is on a partner's side (SSO provider, ticketing system, evidence connector), our engineer coordinates with them directly and reports back to you. You don't get bounced between vendors.