1. How to Contact Support

For support, contact:

Use this support channel for product questions, account issues, billing questions, bug reports, login issues, data issues, privacy requests, security reports, and general help requests.

To help route your request, use one of the following subject lines:

1. Product Help for general product questions;
2. Account Help for login, access, or user management issues;
3. Billing Help for subscription, invoice, cancellation, or payment questions;
4. Data Issue for missing, outdated, or incorrect data;
5. Bug Report for technical problems;
6. Security Issue for vulnerabilities, unauthorized access, exposed data, or suspicious activity;
7. Privacy Request for access, deletion, correction, or opt-out requests; and
8. Legal Question for questions about terms, contracts, or acceptable use.

2. Expected Response Time

Unless a separate agreement states otherwise, support is provided during normal business hours. Standard support hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding U.S. federal holidays.

Expected response times:

1. General product questions: within 2 business days;
2. Account access issues: within 1 business day;
3. Billing questions: within 2 business days;
4. Bug reports: within 2 business days for initial response;
5. Data issue reports: within 2 business days for initial response;
6. Potential security issues: within 1 business day for initial triage; and
7. Enterprise or contractual support: as stated in the applicable agreement.

We do not currently provide 24/7 support unless expressly stated in a written agreement.

3. What to Include When Asking for Help

To help us investigate efficiently, please include:

1. Your name;
2. Your organization, if applicable;
3. Your account email address, if applicable;
4. The page, tool, product, or feature involved;
5. A clear description of the issue or request;
6. Steps to reproduce the issue, if applicable;
7. Screenshots or screen recordings, if helpful;
8. The date and time the issue occurred;
9. Your browser and operating system;
10. Any error message you saw;
11. Relevant product name, application number, NDC, dataset, search query, or source page; and
12. Whether the issue affects one user, multiple users, or your entire organization.

Please do not send passwords, payment card numbers, protected health information, patient-level data, confidential regulatory submissions, trade secrets, or other sensitive information through standard support channels.

4. Product Documentation and Troubleshooting

Before contacting support, you may be able to resolve common issues by checking available product pages, help text, FAQs, or troubleshooting instructions within the Service.

If documentation, FAQs, a status page, or troubleshooting guides are available, they may be linked from the website or application. If you cannot find an answer, contact support@regulatoryimpact.com.

5. Billing and Account Help

For billing, subscription, cancellation, renewal, invoice, or account-management questions, contact:

Please include:

1. Account email address;
2. Organization name, if applicable;
3. Subscription plan, if known;
4. Invoice number, if available;
5. Description of the billing issue; and
6. Whether the request is urgent.

For security reasons, we may need to verify your identity or account authority before making account or billing changes.

6. Login and Access Issues

For login problems, password reset issues, account lockouts, missing invitations, or access permissions, contact:

Please include the email address associated with your account and the organization you are trying to access, if applicable.

7. Data, Source, or Output Issues

Regulatory Impact may summarize, transform, or display information from public sources, third-party datasets, APIs, and user inputs. If you believe data is missing, outdated, incorrectly mapped, or incorrectly summarized, contact:

Please include:

1. The product, company, dataset, or page involved;
2. The specific field, chart, table, or output at issue;
3. The source you believe should be used;
4. A link or citation to the relevant source, if available;
5. The expected value or correction; and
6. Why the correction matters.

We review reported data issues, but we do not guarantee that every source discrepancy can be corrected immediately.

8. Security Issue Reporting

If you believe you have found a vulnerability, unauthorized access issue, exposed data, suspicious activity, or other security concern, contact:

Please include:

1. A description of the issue;
2. Steps to reproduce, if applicable;
3. The affected URL, endpoint, account, or feature;
4. Screenshots or logs, if safe to share;
5. Your contact information; and
6. Whether you believe data may have been accessed or exposed.

Do not attempt to access, modify, delete, download, or exfiltrate data that does not belong to you. Do not conduct disruptive testing, social engineering, denial-of-service testing, or testing that could impair the Service.

9. Privacy Requests

For privacy requests, including access, deletion, correction, or opt-out requests, contact:

Privacy requests are handled under our Privacy Policy. We may need to verify your identity before fulfilling a request.

10. Legal Questions

For legal questions about our Terms of Service, data rights, acceptable use, or contracts, contact:

11. Service Availability

We aim to keep the Service available and reliable, but maintenance, updates, vendor issues, public data source changes, internet disruptions, and unexpected outages may affect availability.

If a public status page becomes available, it may be linked from the website or application.

For suspected outages or availability problems, contact:

12. Enterprise Support

Enterprise customers may have additional support terms, response times, onboarding services, data terms, or escalation paths in a separate agreement or order form.

If there is a conflict between this Support page and a signed agreement, the signed agreement controls.