Customer Care

Our customer support representatives are among the most experienced in the industry. The support team is able to respond to customer requests with the best technical solution, as well as the most advanced risk management direction.

Current Customer? Need Help?

We strongly encourage our customers to submit cases using the secure Riskonnect Success Portal, which is available 24 x 7 x 365. Riskonnect Customer Support is available Monday – Friday, excluding holidays, during regular business hours.

Riskonnect, ClearSight  & ESG ICIX

USA / Canada

09:00 – 21:00 EST/EDT

855-478-2771

EU

08:00 – 17.30 GMT/BST

+044 (0) 2030 020649

APAC

09:00 – 17:00 AEST/AEDT

+61 (2) 8310 4156

Email: helpme@riskonnect.com

Active Risk

USA / Canada

09:00 – 17:30 EST/EDT

+1-703-673-9582

EU

09:00 – 17.30 GMT/BST

+044 (0) 1628 582550

AU

09:00 – 17:30 AEST/AEDT

+61 (3) 9988 6864

Email: helpme@riskonnect.com

Castellan

USA / Canada

07:00 – 19:00 EST/EDT

800-478-7645

EU

08:00 – 18.00 GMT/BST

+044 (0) 1869 354230

International

07:00 – 19:00 EST/EDT

610-878-2644

Email: helpme@riskonnect.com

World-Class Customer Care

Dedicated Support

Within the Riskonnect service model, each client is assigned a dedicated Customer Support Manager with a support staff of data engineers, business analysts and technical engineers who comprise the client’s service team. With Riskonnect, there are no hand-offs. Clients have a direct connection with the pe­­rson actually resolving their issues or handling their support requests.

Long-Term Relationships

Riskonnect Professional Services team members specialize in partnering with clients to find the best solutions for each client’s specific needs. This support does not end with implementation, but continues throughout the duration of the relationship.

Responsiveness

Riskonnect clients experience prompt response from the Riskonnect team. Support is available to assist with client requests as needed.

Risk Management Expertise

Riskonnect ensures that each request is handled internally by risk management technology professionals. Our team has expertise in risk management, technology and business. Additional internal Riskonnect resources are readily available, if needed, to resolve a client issue. These resources include developers, data integration specialists, and other Professional Services staff. Riskonnect staff work closely, frequently collaborating to provide the best solutions for our clients.

Process

Riskonnect has an extensive workflow-based support system for our clients. The system has automated escalation based on timeframes and criticality. Clients may communicate any support request with support representatives through phone or email. Primarily, however, support is often communicated by submitting a case via the “Communities” functionality which is inherent in the Riskonnect platform. These functions help ensure complete transparency, ease of access to support and prompt responses.

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