Get help and contact support
Find Conformaze's official support channel, our first-response SLA, and how your requests are escalated to the Privacy Officer (RPRP) or the technical team.
Official support channel
The official channel for any help request is the email address info@conformaze.com. You can also use the contact form available at /en/contact (or /fr/contact). All messages, regardless of channel, are centralized by our team and tracked in an internal register with a SUP-YYYYMM-NNN reference. Keep this reference: it speeds up follow-up if you contact us again about the same topic.
First-response SLAs
Our commitment is on the first human response, not on full resolution. Critical incident (outage, suspected breach, payment blocker): response within 4 hours, 24/7. Bug blocking a paying client: within 1 business day. Functional question or help request: within 1 business day. Commercial question: within 2 business days. Business hours are Monday to Friday, 9 a.m. to 5 p.m. Eastern Time, excluding Quebec public holidays.
Tip
To report a critical incident outside business hours, email info@conformaze.com with the subject "[URGENT - INCIDENT]" — this keyword triggers our 24/7 escalation.
Law 25 questions (escalation to the Privacy Officer)
Any question about Law 25, any suspected privacy incident, or any data subject request received by one of your employees is automatically forwarded to our Privacy Officer (Responsable de la protection des renseignements personnels — RPRP). The RPRP responds to you directly within 2 business days. For confirmed privacy incidents, we support you in meeting the 72-hour notification deadline to the Commission d'acces a l'information (CAI).
What support can handle
The support team answers platform usage questions, helps with technical troubleshooting, qualifies bugs, points you to the right help-center articles, and escalates legal topics to the Privacy Officer. We do not provide formal legal advice: for complex situations (e.g., high-risk PIA, out-of-Quebec transfer), we direct you to a specialized firm. Conformaze is a documentation tool, not a substitute for legal advice.
Before contacting support
Many questions are answered directly in the help center. Before opening a ticket, browse the articles: Getting started, Record of Processing Activities, Privacy Impact Assessments, Access requests. If you cannot find what you need, describe your context as precisely as possible in your email — screenshots, the identifier of the activity or document concerned, reproduction steps if it is a bug. The more precise the context, the faster we respond.