Support & Service Level (SLA Policy)
Last Updated: February 2025
Smart Risk Sheets is designed to be intuitive, automated, and supported by real professionals with governance, risk, and compliance (GRC) expertise. This page outlines how we support customers, response expectations, and available escalation routes.
Support Channels
We provide multiple channels to help users onboard smoothly and resolve issues quickly:
📩 info@smartrisksheets.com
Self-Service Knowledge Base
Our Help Center includes:
✅ Installation & setup. ✅ API key configuration. ✅ Form usage (Add Risk, Edit Risk, Delete Risk, Search Risk). ✅ Dashboard navigation. ✅ Troubleshooting formulas & access errors. ✅ AI feature guidance + limitations. ✅ PDF reporting tools.
Our goal is that 85%+ of user needs can be solved instantly without waiting for support.
Standard Support Levels
Smart Risk Sheets offers:
Times are based on U.S. CST timezone business hours.
Premium Support & Managed Services
Businesses that require customization can engage our GRC automation team:
• Custom dashboard & reporting. • Regulatory mapping. • Bulk data migrations. • Onboarding workshops for staff. • Enterprise SLA (dedicated response ≤ 1 hour).
Request customization:
https://smartrisksheets.com/request-customization/
Template Updates & Bug Fixes
All paid template plans include:
✅ Feature enhancements. ✅ Stability patches. ✅ User-driven improvements. ✅ Compatibility updates with Google changes.
When updates are released, users receive:
📧 Notification. ✅ Clear change log. ⬆️ Simple copy installation instructions.
Shared Responsibility
Users are responsible for:
• Protecting sheet access permissions. • Retaining their API keys. • Avoiding accidental formula deletion. • Ensuring risk data accuracy.
Smart Risk Sheets is a decision-support tool, not a replacement for certified risk expertise.
Training Support
Teams can request:
✅ Onboarding sessions. ✅ “Risk Management 101” for collaborators. ✅ ISO 31000 & COSO process alignment workshops.
Support expands as your maturity grows.
SLA Summary Commitment
Smart Risk Sheets will:
✔ Provide reliable support and transparent timelines. ✔ Prioritize service for critical business disruptions. ✔ Empower customers with enterprise-grade risk tools. ✔ Maintain a friendly and professional service experience.
If customers are ever dissatisfied, we will escalate immediately and aim to exceed expectations.