Our Commitment
Risk Alive provides support to all users on technical issues, answers to engineering questions and other inquiries. All incoming support requests are also documented in our help system for future reference as well.
Getting Help
For Current Users
Primary Support Channel
A user is any individual who has created a Risk Alive account and holds a valid user name and password. The most effective means of receiving support as a user is directly through the Risk Alive application by clicking on the Intercom button in the lower right corner of Risk Alive.
Click the Intercom button to start a chat with a support agent and to view suggested Help Center articles.
Why Use Intercom Chat?
When you reach out to us while logged in, we automatically know who you are and our system will suggest immediate Help Center articles which may answer your question first.
Response Times
Our average response time is 21 minutes but sometimes we answer chat requests immediately as well. If you have exited our chat session, you will be notified by email when we do reply and you will see our response in your inbox.
How does Intercom Chat Help me?
Our team of engineers and software developers all share access to the Intercom system, and depending on the nature of the request, your question will be routed to the correct team.
Our system will also suggest articles based on the wording of your request. Here is an example of a user asking a question about the "BPCS" safeguard category and the related Help Center articles which are automatically suggested:
Our support system will suggest articles based on the type of question you ask.
Chat with Us!
If you are not finding the answer you are looking for, you can also start a new conversation and we can help you in real-time, or, if we're not available right away, we can respond directly to your inbox.
Chat feature showing a question posed by a user and the suggested Help Center articles.
Help Center
Risk Alive has also created a library of help documentation called the Help Center. Users can easily search articles by key words or browse the categories to find the help you need.
Help Center contains "Explained" and "How To" articles as well as System Update Logs and Getting Started guides.
Don't feel like chatting?
Email us at support@riskalive.com and you will still get stellar support for your technical or engineering questions. We will respond within 1 business day to all inquiries and questions.
For Visitors
A visitor is any individual on the riskalive.com domain who does not have a valid user account. This includes any user having trouble with their login credentials. Simply go to www.riskalive.com and use the Intercom button from our home page. You will receive the same experience as users and the same level of support.
We look forward to chatting with you!