Learn how to get help when using SGS Digicomply.
Our Support Team
Our Support Team is here to respond to your questions and assist with any issues you may encounter. We aim not only to provide answers but also to help you find the information you need independently.
For more complex or specialized requests that require additional resources, our Sales Team may contact you to discuss your needs in detail and suggest the most suitable solution.
Before You Contact Support
Check the Knowledge Base
You can often find answers quickly by searching our Knowledge Base. Click the 'Help' icon (question mark) in the upper-right corner of your account and select 'Knowledge Base' to access self-service articles and guides.
Check System Status
If you're experiencing technical issues, check our live System Status page to view the current health and operational status of the application. This page includes ongoing updates about any known issues or maintenance.
View System Operations Status → System Status
How to Submit a Support Ticket
Method 1: Using the Help Icon
- Click the 'Help' icon (question mark '?') in the upper-right corner of your account. A support menu will appear.
- In the Support Ticket Form, select the 'Issue Category', enter an 'Issue Title', and provide a detailed 'Description' of the problem.
- Optionally, attach relevant files using the 'Attachment' section by dragging and dropping your file or clicking 'select'.
- Click the 'Submit' button.
Method 2: Using Search Feedback
- While searching, if a pop-up window appears asking whether you found what you were looking for, click 'No'. This will open the Support Ticket Form, where you can describe your issue.
- Our Support Team will receive the link to your search query, allowing them to provide more accurate and effective assistance.
Method 3: Email Support Directly
You can contact the Support Team directly via email at: digicomply.support@digicomply.com
What to Include in Your Support Ticket
To help us resolve your issue quickly, please include:
- Clear description of the problem or question
- Steps to reproduce the issue (if applicable)
- Error messages or unexpected behavior you've encountered
- Screenshots or attachments that illustrate the problem
- Browser and device information (e.g. Chrome on Windows, Safari on Mac)
- Relevant links to pages where the issue occurs
- Your account information (username or company name)
The more detail you provide, the faster we can help!
Response Times
Our average initial response time is 12 hours.
However, depending on the complexity and nature of the issue, full resolution may take between 24 to 76 hours. We prioritize urgent issues and will keep you informed throughout the resolution process.