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Frequently Asked Questions (FAQ)

Contact & Support

We're here to help you get the most out of the FEHA GRC Platform. If you encounter an issue, have a question, or need guidance on any feature, our support team is ready to assist you.

There are two ways to reach us:

  1. Submit a support ticket directly from within the platform.
  2. Email us at contact@feha.io.

When to Contact Support

Reach out to our support team whenever you experience any of the following:

  • Login or access issues — Unable to log in, missing magic-link email, or problems with Google/Microsoft sign-in.
  • User account problems — Issues with Company User Synchronization (Microsoft Azure or Google Workspace).
  • Platform errors — Unexpected error messages, pages not loading, or features behaving incorrectly.
  • Framework or compliance issues — Trouble activating a framework, mapping evidence, or assigning controls.
  • Risk, vendor, policy, or asset module problems — Bugs, missing data, or unexpected behavior.
  • AI analysis or scanner issues — AI features producing unexpected results, or the Security Scanner failing to run.
  • Integration problems — Issues connecting Microsoft Azure, Google Workspace, or vendor integrations.
  • Billing or subscription questions — Plan upgrades, invoices, or account-related queries.
  • Feature requests or feedback — Suggestions for new features or improvements.

Option 1: Submit a Support Ticket

The fastest way to receive help is to submit a ticket directly through the FEHA GRC Platform. Tickets are tracked end-to-end, and you can comment on them at any time to follow up.

Creating a New Ticket

Follow these steps to create a new support ticket:

  1. Log in to the FEHA GRC Platform.
  2. Open the Ticket page from the main navigation menu.
  3. Click Create New Ticket.
  4. Complete the ticket form with the required information:
    • Title — A short, clear summary of the issue.
    • Description — A detailed explanation of what happened, what you expected, and what you observed.
    • Module / Category — Select the relevant module (e.g., Framework Management, Risk Management, Vendor Management).
    • Attachments (optional) — Add screenshots, log files, or documents that help illustrate the problem.
  5. Click Submit Ticket.
Tip: Provide a clear title and a detailed description to help our team resolve your ticket as quickly as possible.

Searching for an Existing Ticket

If you've already submitted a ticket and want to check its status:

  1. Open the Ticket page.
  2. Use the Search field to look up your ticket by title or keyword.
  3. Select the ticket from the list to view its current status and history.

Communicating Through Comments

Each ticket has a comment thread that lets you communicate with the support team:

  1. Open the relevant ticket from the Ticket page.
  2. Scroll to the comment section.
  3. Enter your message, attach files if needed, and submit.
  4. You'll be notified when the support team responds.
Use comments to share additional context, request updates, or confirm whether the issue has been resolved.

Option 2: Email Support

If you cannot access the platform — for example, due to login issues — you can reach us by email instead.

📧 contact@feha.io

When emailing support, please include the following information so we can assist you quickly:

  • Your full name and the company / organization you represent.
  • The email address associated with your FEHA GRC account.
  • A clear subject line describing the issue (e.g., "Unable to log in" or "Evidence upload failing in Framework Management").
  • A detailed description of the problem, including:
    • What you were trying to do
    • What you expected to happen
    • What actually happened
    • Any error messages you received
  • The module or page where the issue occurred.
  • Steps to reproduce the issue, if possible.
  • Screenshots or attachments that show the problem.
  • Date and time the issue occurred (with your time zone).
  • Browser and operating system you were using.
Security tip: Always send your request from the email address registered with your FEHA GRC account. Avoid sharing passwords, API tokens, or other sensitive credentials in your message.

Tips for Faster Resolution

To help our team resolve your issue as quickly as possible:

  • Be specific. Include exact error messages, page URLs, and the names of records involved.
  • Attach screenshots. A picture often speaks louder than a paragraph of text.
  • Describe the impact. Let us know how many users are affected and whether the issue blocks critical work.
  • Mention recent changes. Tell us about any recent configuration changes, integrations, or updates that may be related.
  • One issue per ticket. Submitting one ticket per problem helps us track and resolve each case more efficiently.

What Happens Next

After you submit a ticket or send an email:

  1. Acknowledgement — You'll receive a confirmation that your request has been received.
  2. Triage — Our team reviews the issue and assigns it to the appropriate specialist.
  3. Investigation — We may reach out for more details, screenshots, or screen-sharing if necessary.
  4. Resolution — We'll provide a fix, workaround, or explanation through the ticket comments or by email.
  5. Follow-up — Once the issue is resolved, the ticket is closed. You can reopen it by leaving a new comment if the problem persists.

Still Need Help?

If you're not sure where to start, you can always:

We aim to make your compliance journey smooth, and our support team is here to help every step of the way.