Support
One email address, read by the people who build the product. There is no ticket portal and no phone tree.
Email us
help@govconvert.usWe respond within one business day. That commitment covers the first reply from a person, not an automated acknowledgement. Business days are Monday through Friday, excluding U.S. federal holidays.
Most messages are answered sooner. A first reply is not always a fix. If an issue needs investigation, we tell you what we know, what we are doing, and when to expect the next update.
Email help@govconvert.usWhat to include in your email
GovConvert runs inside your Azure tenant, and we hold no credentials and no network path into your environment. We cannot inspect your deployment ourselves. Everything we know about a problem comes from your message, so include as much of the following as you can.
- Your company name and the domain your deployment runs on (e.g. govconvert.yourcompany.com)
- The GovConvert version shown at the bottom of the Settings page
- What you were trying to do, what you expected, and what happened instead
- A screenshot or the exact error text, copied rather than described
- Roughly when it happened, with your time zone
- A phone number and the hours you are reachable, in case a call is faster than an email thread
Please do not email CUI, ITAR-controlled data, or anything export-restricted. Email is not an appropriate channel for controlled data. Redact screenshots and log excerpts before sending. If a problem cannot be explained without controlled data, tell us, and we will arrange an appropriate way to review it together.
What we help with
Deployment and upgrades
Azure Marketplace deployment, the Create wizard, custom domains, resource sizing, and applying a new release on your schedule.
Sign-in and identity
Microsoft 365 SSO, Entra ID app registration, Conditional Access interactions, and role or permission assignment.
Licensing and billing
License keys and rotation, seat counts, invoices, plan changes, and cancellations.
Bugs and how-to questions
A defect, an unclear screen, or a question about how to model something in the capture lifecycle.
Compliance paperwork
Security overviews for your SSP, the customer responsibility matrix, and questions from your assessor or prime.
Feature requests
Tell us what is missing. We read every request, and GovCon-specific gaps are prioritized first.
If you cannot tell whether an issue belongs to GovConvert or to your tenant, send it anyway. If it turns out to be an Azure or Microsoft 365 issue on your side, we will tell you what to check first.
Reporting a security issue
If you believe you have found a vulnerability in GovConvert, email help@govconvert.us with “Security report” in the subject line. Security reports are prioritized ahead of the queue. Include enough detail to reproduce the issue, and allow a reasonable window for us to investigate and release a fix before public disclosure.
For questions about the architecture itself, including the tenant boundary, the audit log, and the shared-responsibility split, start with the Security page.
Feature requests
A feature request is an idea for something GovConvert does not do today. A support request is about something it should already do and does not. Describe the task you are trying to complete and where the product falls short. A screenshot helps.
Email features@govconvert.usEvery request goes on our backlog and is reviewed against the roadmap. We cannot promise that a request will ship or give a date for it. Requests that come from several customers move up the list. Because every feature is included in the one license, anything we build reaches every customer in a regular release.