1. Support Channels
Customers may contact Riot through the following support channels:
In-app chat available from the Riot platform (cookies must be accepted)
Email: [email protected]
Help Center: support.tryriot.com
The in-app chat and email are the only channels covered by Riot’s SLA.
The following channels may occasionally be used but are not considered official support channels and are therefore not covered by SLA commitments:
Direct emails to Riot employees
Slack or WhatsApp conversations
Calls or meetings
Customer Success check-ins
If a request is received through one of these channels, Riot may redirect the customer to the official support channels.
2. Business Hours
Riot Support operates Monday to Friday, from 9:00 to 18:00 CET/CEST, excluding French public holidays.
Outside of Business Hours:
customers may still submit tickets that can be completely handle by our Support AI - regarding the request
tickets will be queued and handled on the next business day
3. What Riot Support Covers
Riot Support covers:
product questions and configuration guidance
technical issues and bugs
onboarding and setup questions
product use issues
synchronization issues with Google Workspace, Microsoft 365 or SSO
main billing and subscription questions
access and permissions issues
Examples:
A phishing campaign cannot be launched
Employees are not syncing from Microsoft 365
Inbox is not displaying reported emails
Sonar cannot connect to Google Drive
A customer does not understand how to complete a Cyber Mission
4. What Riot Support Does Not Cover
Riot Support does not cover:
custom consulting or cybersecurity strategy
writing internal customer communications on behalf of the customer
managing the platform such as creating phishing campaigns (Simulation), launching courses (Awareness) or process reported emails (Inbox)
configuration or troubleshooting of third-party tools unrelated to Riot
issues caused by unsupported or misconfigured third-party environments
training sessions outside the purchased onboarding or premium services
Examples of situations not covered:
Creating a complete awareness programme for a customer
Troubleshooting a Microsoft tenant issue unrelated to Riot
Writing a custom phishing template for a customer
Providing legal, compliance or HR advice
When a request falls outside Riot Support scope, Riot may:
provide documentation
redirect the customer to a Customer Success contact - if customer gets one
recommend a Premium service or onboarding package
5. Ticket Prioritisation
Riot prioritises tickets according to business impact.
P1 – Critical
Examples:
Riot platform unavailable
Major outage
Feature unavailable for all users
Criteria:
no workaround available
multiple users or customers impacted
major business disruption
P2 – High
Examples:
Issue affecting multiple users
Major performance degradation
Criteria:
strong business impact
workaround exists but is limited
P3 – Medium
Examples:
Standard product issue, mostly isolated
configuration question
bug affecting only a subset of users
P4 – Low
Examples:
feature request
minor bug
documentation or usage request
minor configuration question
Riot reserves the right to adjust ticket priority based on the actual business impact observed.
6. AI-Assisted Support
Riot strongly recommends the use of AI-assisted support tools to provide faster initial responses and improve ticket qualification.
AI may:
answer common questions
suggest relevant Help Center articles
collect missing information
qualify the issue and determine its priority
escalate the ticket to a human agent when necessary
Some requests may first be handled by Riot’s AI assistant before being transferred to a member of the Riot Support team.
The AI assistant does not replace human support.
A ticket will always be escalated to a human when:
the AI cannot confidently resolve the issue
the request concerns billing, cancellation or security
the customer explicitly asks to speak with a person
the issue may require investigation or internal escalation
7. Information Required from Customers
To help Riot investigate and resolve issues more quickly, customers should provide:
a clear description of the issue
screenshots or error messages
the impacted module or feature
the number of impacted users
steps to reproduce the issue
browser, tenant or environment information when relevant
For technical issues, Riot may request:
workspace ID
users informations with GDPR respect
tenant ID
domain name
screenshots
email headers
access to logs on supervision of their account
Delays caused by missing information pause SLA response and resolution commitments.
8. Escalation Process
When a ticket cannot be resolved directly by Riot Support, it may be escalated internally.
Possible escalation paths include:
Product team
Engineering team
Customer Success team
Security team
Billing team
Legal team
A ticket may be escalated when:
a bug requires product investigation
a security or compliance risk exists
the issue affects several customers
the request concerns a Premium customer
Customers will be informed when their ticket is escalated.
Escalation does not change Riot’s SLA commitments unless explicitly communicated.
9. Incident Communication
For incidents affecting several customers or a major Riot feature, Riot may communicate through:
email
in-app banner
Help Center or status page
direct communication for Premium customers
Incident communications may include:
acknowledgement of the issue
impacted products or customers
temporary workaround if available
estimated time to resolution
confirmation once resolved
10. Abuse and Fair Use
Riot reserves the right to limit or refuse support in the following situations:
abusive or inappropriate behaviour
repeated duplicate requests
excessive use of support channels outside normal product usage
requests clearly outside Riot Support scope
Riot may also ask that a customer designate a limited number of support contacts for efficiency reasons.
11. Changes to these Policies
Riot may update these Support Policies from time to time.
The latest version will always be available through Riot’s Help Center or legal pages.
Material changes may be communicated to customers in advance.