Support & SLA
How to get help — and how fast we respond
Evolve Edge is a solo-founded company. We are transparent about our support capacity and committed to the response times below. If something is broken or blocking you, say so in your first message — it helps us triage correctly.
How to reach us
Primary channel for all plans. Include your organization name and priority level.
In-app chat
Crisp chat widget
Available on Scale and Enterprise plans. Click the chat icon in the bottom-right corner of the dashboard.
Book a call
20-minute intro / support callUse this for walkthroughs, onboarding questions, or anything better handled live.
Priority levels
P1 — Critical
Platform is inaccessible, assessment pipeline is blocked, or a security incident is suspected. Business impact is immediate.
- Cannot log in or access any part of the platform
- Assessment submission is failing across all users
- Suspected data exposure or unauthorized access
P2 — High
A core feature is unavailable or producing incorrect results. Work can continue but with significant friction.
- Report generation is failing or producing blank output
- Evidence upload is failing for all file types
- Billing portal is inaccessible
P3 — Normal
A feature is degraded, a question needs answering, or a non-urgent configuration change is needed.
- A specific report section is displaying incorrectly
- Question about framework mapping or a finding
- Request to update organization settings
Response time commitments
| Plan | Channels | P1 | P2 | P3 | Hours |
|---|---|---|---|---|---|
| Starter | Next business day | 2 business days | 3 business days | Mon–Fri, 9 AM–6 PM ET | |
| Scale | Email, In-app chat (Crisp) | 4 business hours | 1 business day | 2 business days | Mon–Fri, 9 AM–6 PM ET |
| Enterprise | Email, In-app chat, Dedicated CSM | 1 business hour | 4 business hours | 1 business day | Mon–Fri, 9 AM–6 PM ET (extended hours by arrangement) |
Response times are measured in business hours unless otherwise stated. Business hours: Mon–Fri, 9 AM–6 PM Eastern. Excludes US federal holidays and the Jewish Sabbath (Friday sundown → Saturday sundown).
What to include in your support request
The faster you give us context, the faster we resolve it. Include:
- Your organization name and the email address on the account
- Priority level (P1, P2, or P3) and a one-line description of what's wrong
- What you expected to happen and what actually happened
- Any error messages or screenshots
- The browser and operating system you're using (for UI issues)
Out of scope
The following are not covered under standard support:
- Legal advice or regulatory guidance — the platform produces governance documentation, not legal opinions
- Custom development or integration work outside the standard connector framework — available on Enterprise with scoped engagement
- Certification guarantees — Evolve Edge helps you prepare; we do not guarantee audit or certification outcomes
- Support for accounts more than 90 days past due
Last updated: October 2026 · Terms of Service · Privacy Policy