Support
Rasid is in pilot launch. The fastest way to reach us is email — we route each address to the right person and reply within the windows below. No support ticket portal yet; that's Phase 5.
Contact paths
General questions
Replied within 24 hours on KSA business days (Sun–Thu, 09:00–17:00 AST).
Security & incident reports
Acknowledged within 4 hours, 24/7. Use this address for responsible disclosure, active incidents, or any security questionnaire from your procurement team.
Legal, DPA & PDPL
Replied within 5 KSA business days. Use this address for DPA requests, PDPL data-subject rights (DSAR), or contract-related queries.
What to include in your email
Including these details upfront gets you a faster, more useful reply:
- Your tenant ID (visible in the console under Settings → Account), if you are an active customer.
- The watchlist item ID, if your question is about a specific finding.
- A screenshot or log excerpt — redact any credentials or personal data before attaching.
- Your preferred reply language (English or Arabic).
What not to send by email
Do not include sensitive credentials, government-issued ID numbers, or payment card numbers in any email to Rasid. If a finding involves highly sensitive data, use the Forgejo security-advisory mechanism instead of plain email.
Response time summary
| Channel | Address | Target response | Coverage |
|---|---|---|---|
| General support | [email protected] | 24 hours | KSA business days |
| Security & incidents | [email protected] | 4 hours (acknowledgement) | 24/7 |
| Legal / DPA / PDPL | [email protected] | 5 business days | KSA business days |