Contact & Escalation Policy
Last Updated: February 2025
We want every user of Smart Risk Sheets to feel supported, heard, and empowered to resolve issues rapidly. This policy describes how to contact us and what happens if a concern requires escalation
Primary Contact Channels
📩 Standard & Urgent: info@smartrisksheets.com
When to Escalate
Escalate if:
1. Risk data is not saving. 2. AI insights are incorrect across all entries. 3. Dashboard visualizations fully fail. 4. Time-sensitive board or audit reporting requires recovery.
We treat any blocker to business continuity as top priority.
Resolution Path
Smart Risk Sheets offers:
1. Acknowledgement by support. 2. Diagnosis of priority level (High / Medium / Low). 3. Immediate workarounds provided. 4. Root-cause fix. 5. Validation before return to user. 6. Documentation added to release notes if needed.
You remain informed across every step.
Respectful Communication
We commit to treating all users professionally. We expect:
✅ Clear descriptions of issues. ✅ Screenshots or video where possible. ✅ Respectful discourse between both parties.
We do not tolerate abuse of our team — support can be paused if necessary.
Data Protection in Support
We never require send infectious files or share API keys. If sheet access is needed:
• Access is time-limited. • Agreement to revoke once resolved. • Confidentiality is maintained at all times.
We do not tolerate abuse of our team — support can be paused if necessary.
Issue Documentation
We track support trends to:
✅ Improve future versions. ✅ Prioritize needed features. ✅ Increase learning resources.
You help us shape the future product.