Whistic Support Basics

Table of Contents

• Summary
• Connecting with Support
• Availability
• Ways to Connect
• Best Practices
• Language Support
• Security Restrictions

Summary 

This article will guide you through common questions regarding Whistic Support hours, availability, as well as language support, and security restrictions. If you have any questions please reach out to Whistic Support at [e-mail] and we will assist.

💬 Contacting Support

We are always happy to help with any questions you may have about the Whistic platform! Whistic is the best way to assess, publish, and share vendor security information. For more details about what Whistic can do for you, please visit Whistic.com.

🕐 Availability

9 AM - 5 PM MST, Monday - Friday  

• MDT from approx. Mid-March through Early November due to daylight savings
• Exceptions for holidays and company events

Ways to Connect

• Chat - Available only to users who are signed into the Whistic platform.
• Email - [e-mail] 
  • For expedited support, please contact us from the registered email address associated with your Whistic account as shown HERE.
  • If you require encrypted communications through tools (e.g. Virtru), we will be able to able to facilitate this. However, it may slow down the speed of our replies.
  • Please note that automated notifications from Whistic come from [e-mail] and cannot be used to contact Whistic (no reply).
• Ticket Tracking and Help Center - For assistance, you can submit and manage tickets via our Zendesk support tool.
  • You can register for our Help Center and Support Ticket Tracking HERE
  • Please note that the Zendesk account creation is separate from your Whistic account. Your credentials for Whistic will not work in Zendesk, you will need to register in Zendesk to view certain articles, and the video library in our help center, and track your Support tickets.

✅ Best Practices

When reaching out to our Support team, you may be asked for the following details to ensure a timely and efficient response:

• User Email
• Domain (of the account)
• Summary of issue
• Screenshots/Video Recording

🌐 Language Support

The Whistic platform does not currently support languages other than English. For example, contact data needs to be in English at this time (first name, last name, title). We hope to enhance this, but there is currently no ETA.

• Our team will primarily communicate in English. Translation tools may be a viable option depending on the circumstances.
• Some longer names (and emails) may encounter the security measures below.

🔒 Security Restrictions

There are a variety of technical security measures in place throughout the Whistic platform. These exist to maximize our security efforts to keep the data and code safe. Please let us know if you have questions regarding any of these measures. We've provided an example below.

Character Limits

We have a character limit on every text field which validates user input. Other fields have their own kinds of validation measures. For example, text fields like name, title, and email have a limit of 50 characters. Another example is a limit of 2,000 characters for the custom email content insert. Please contact us if this is a problem for your user case.

International Characters

Whistic does not support international characters in user data or company domains. If your company domain contains international characters, users may experience issues accessing the Whistic platform or navigating, resulting in "Session Expired". We are diligently working to support such characters and hope to add this functionality in the future.