Standard Support Services

Welcome to Riskoa’s Standard Support Services for Emvide. At Riskoa, we are committed to providing our users with reliable, effective support to ensure you get the most out of our Emvide platform. Our standard support services are designed to assist you with general queries, troubleshooting, and guidance on how to use Emvide to achieve your sustainability goals.

What's Included:

• Support Availability: Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM GMT, excluding UK public holidays. We ensure that support is accessible during these hours to assist you with any questions or issues that may arise.

• Onboarding Support: We provide targeted onboarding support and introductory training to help customers use the platform confidently against known functionality. Users will first be required to utilise publicly available documentation as a first step.

Contact Channels:

• Email Support: You can reach our support team at [email protected]. We aim to respond to all queries within one business day.

• Online Help Centre: Access our comprehensive library of help articles, tutorials, and FAQs anytime when logged into the Emvide platform. This resource is designed to provide you with quick answers to common questions and step-by-step guides on using Emvide.

• Usersnap Feedback Widget: For in-platform feedback and issue reporting, we use Usersnap, embedded directly in the Emvide interface. You can access it via the “Report an Issue” link in the bottom-right corner of the screen. This allows you to capture screenshots, highlight issues, and submit detailed feedback directly to our team.

Troubleshooting and Guidance:

• Troubleshooting Assistance: If you encounter any operational issues with Emvide, our team is here to help diagnose and resolve common problems.

• Usage Guidance: We provide advice on best practices for conducting Life Cycle Assessments (LCAs) using Emvide, helping you to optimise your analyses and improve accuracy.

Standard Response Times:

As a growing SaaS platform, we aim to respond quickly and effectively to all support requests. While we can’t guarantee fixed SLAs at this stage, we follow the priority levels below to triage and address issues as promptly as possible:

• High Priority Critical platform issues that affect system availability, LCA accuracy, or data integrity — and where no immediate workaround exists. → Target Response: Within 4 business hours → Target Resolution: Within 1 business day

• Medium Priority Functional degradation that impacts platform use or feature reliability, but where a workaround is possible (e.g. display errors, inconsistent outputs). → Target Response: Within 1 business day → Target Resolution: Within 2–3 business days

• Low Priority Non-critical issues such as user interface feedback, enhancement suggestions, or general questions that don’t affect core modelling capability. → Target Response: Within 2 business days → Target Resolution: Within 5 business days, or added to our development roadmap

These targets help us prioritise effectively and maintain service quality. We’ll always communicate transparently if delays occur. All reported issues are logged, monitored, and prioritised by our team to maintain the quality and reliability of Emvide.

Updates and Maintenance:

• Regular Updates: We regularly update Emvide to introduce new features, improve functionality, and enhance user experience. All updates are communicated in advance and are designed to be seamless and minimally disruptive.

• Scheduled Maintenance: Any necessary maintenance that may affect the availability of Emvide is scheduled during off-peak hours and communicated well in advance to minimise any impact on your work.

Feedback:

Your feedback is crucial to our continuous improvement. We encourage you to provide us with feedback on your support experience and suggestions for how we can better meet your needs. You can reach our support team at [email protected] for any insights you have.

At Riskoa, we are dedicated to supporting your efforts to advance sustainability through reliable and efficient LCA processes. Our standard support services ensure that every user of Emvide can confidently navigate and utilise the platform to its full potential.