On this page
- Describe the blocker before choosing whom to contact.
- Ask what evidence would answer the question, not only how to clear a warning.
- Do not include secrets or an entire source repository in a support request.
Name the problem in an ordinary sentence
Try finishing this sentence: I cannot continue because... If the answer is that the upload failed, you have a product problem to investigate. If the answer is that you do not know who approved the support period, you have an ownership or decision problem. A screenshot of the same red status might hide either one.
Be specific enough that another person can take the next step. 'We need help with CRA' is a large request. 'Which record explains why this release uses this support end date?' gives someone a question they can investigate.
Find the person who can move it forward
| Blocker | Start with | Useful result |
|---|---|---|
| A supported operation fails | Product support | A diagnosis, supported workaround or clear status |
| The assessment did not receive an existing record | The colleague who owns that evidence | The relevant version and its release context |
| The requirement is unclear | Your compliance lead or qualified adviser | An explanation tied to the product and cited basis |
| A scope, risk or route decision is unresolved | An accountable manufacturer decision maker | Supported reasoning and the required review |
| An external assessment step is needed | The appropriate assessment body or specialist | An agreed scope and evidence request |
A support request someone can act on
Include the operation you attempted, when it happened, the visible error code and what you expected instead. Say whether the problem is repeatable and whether an earlier completed assessment is still available. That is usually more useful than a long account of every click you made before noticing it.
A simple request might read: I tried to repeat the assessment after updating the accepted evidence. The new attempt shows a lookup failure, while the previous completed run is still visible. I expected either a completed result or a clear retry instruction. The error occurred at 14:20 UTC. What is the supported next step?
Replace that fictional example with your own safe facts. Avoid credentials, source excerpts and personal information. If more material is needed, agree an appropriate way to share only what the investigation requires.
How to contact ConformOps
Use the in product feedback dialog or the help@conformops.eu support address. In the dialog, the reply address is included only if you select the reply option, and the listed diagnostic details are included only if you select the details option. If you want a reply, make that choice deliberately.
This contact route is not an included legal consultancy or a published response time guarantee. Describe whether you need help using the service or help reaching a product decision. ConformOps can organise the evidence and recorded decisions; it does not take the manufacturer's legal responsibility.
If you need advice, make the question worth answering
Give an adviser the intended purpose, delivery model, relevant product facts and the precise uncertainty. Keep your existing evidence and proposed reasoning together. A useful engagement should end with an answer you can connect to the product record, including its assumptions and limits.
The software versus consultant guide explains how those roles can work together. Once the question is settled, record the accountable decision through the appropriate workflow. An email saying that someone thinks it looks fine is not a substitute for the decision record your process requires.
Frequently asked questions
Does ConformOps support approve my CRA assessment?
No. Support helps with the service. Final scope, classification, risk acceptance, conformity and declaration decisions remain with the responsible people and any required external assessment process.
Should I send my source code when asking for help?
Do not send an entire repository or credentials in an initial support message. Start with safe operational facts and agree an appropriate route if additional material is necessary.
Why is a requirement still open after I uploaded a document?
The document may not address the question, may refer to another release or may still require an accountable decision. Review the requirement, evidence reference and unresolved state together before assuming the upload failed.