Support & Escalation
Who to call, when, and what to expect
Support posture depends on plan tier. This page documents the escalation path from self-serve through emergency recall response so your team knows exactly what's available before they need it.
Escalation path
Four tiers, from self-serve to recall-response coordination. Plan availability is shown on each tier; specific response and availability commitments are negotiated per contract.
FSMA 204 Guide, API docs, FTL Checker, and compliance dashboard. Most operational questions are answered here without waiting for a human.
Standard support channel for configuration questions, export issues, data mapping help, and non-urgent compliance questions.
Faster response for production issues affecting compliance workflows, such as ingestion failures, scoring errors, export failures, or integration breakages.
Customers with a recall-response addendum receive coordinated support on data exports and evidence packaging during active FDA investigations or live recall events, per the terms of that agreement. RegEngine does not own recall timeline management.
Support channels by plan
We do not publish SLA numbers. Specific response, availability, and escalation commitments are negotiated per contract.
Email support with documented emergency recall instructions
Specific response windows are not promised at this tier. Maintain recurring exports and off-platform archives rather than rely on live support during a regulatory event.
Priority support plus recall escalation guidance in product
Suggested for teams actively rehearsing recall drills or onboarding suppliers at scale. Specific response targets are set in the contract.
Named contacts, negotiated escalation tree, and security review support
All commitments (response time, named escalations, security obligations) live in the executed agreement.
During a live recall
This page describes capabilities, not commitments. Customers should not rely on ad hoc vendor intervention to meet statutory retention or a live recall response. Your recall-readiness plan owns that.
What RegEngine does during a recall
- Generates FDA-oriented sortable spreadsheet for the affected product and date range
- Provides hash-manifest verification artifacts for records in the recall scope
- Exports available committed CTE/KDE records for affected lots, subject to upstream data quality and the configured workflow
- Customers with a recall-response addendum receive coordinated export and evidence support per contract
What RegEngine does not do during a recall
- RegEngine does not coordinate recall logistics, supplier notifications, or retail removals
- RegEngine does not provide legal representation or regulatory advice
- RegEngine does not promise FDA acceptance of any export or report format
- Public support windows are not a substitute for your recall-readiness plan
Support scope and boundaries
What support covers
- Platform configuration and data mapping
- Export format questions and scheduling
- Compliance scoring interpretation
- Integration troubleshooting
- Ingestion error diagnosis
- Account and billing questions
What support does not cover
- Regulatory legal advice or audit representation
- Upstream ERP/WMS system administration
- Custom report development outside your plan
- Recall operations or logistics coordination
- Food safety consulting or PCQI services
- Service-level commitments without enterprise contract
Questions about support coverage for your plan? Enterprise escalation terms are defined in your service agreement.