Contact product support

Contact DSAR Respond product support — and recognise the questions that belong with your own advisers instead.

What product support can help with

Product support answers questions about DSAR Respond itself. Get in touch when:

• something in the product behaves differently from this documentation, or stops working;
• an error message or failed run persists after you have followed Troubleshoot the core workflow;
• you cannot complete a setup task, such as inviting a colleague, changing a role, or adding a connector in Integrations;
• you are unsure which features your organisation's plan includes;
• you want to report a bug or suggest an improvement.

What product support cannot decide for you

Support can tell you what a button does. It cannot tell you what the law requires of your organisation in a particular case.

Questions like whether a request is manifestly unfounded or excessive, whether a fee may be charged, whether an exemption applies, whether information about another person can be disclosed, whether an extension is justified, or how long to keep a completed case are fact-specific legal judgements. They belong with your organisation's data protection officer or legal adviser, informed by current guidance from the Information Commissioner's Office (ICO) at ico.org.uk. See Clarification, extensions, refusal, and specialist advice for how to escalate one of these decisions and record its outcome.

Using DSAR Respond does not by itself demonstrate that your organisation has complied with its obligations. The product supports your decisions; it does not make them, and neither does this documentation.

Before you get in touch

Working through this list first usually resolves the problem, and makes the rest quicker if it does not:

1. Check Troubleshoot the core workflow for the symptom you are seeing.
2. Write down the exact on-screen wording of any message. Where an error shows a Reference, copy it — it lets support find the matching server-side record.
3. Note the case reference, for example DSR-1a2b3c4d. It identifies the case for support without revealing anything about the person who made the request or the material held on it.
4. Note what you expected to happen, what happened instead, and roughly when — including your timezone.
5. Note your role (Admin, Member, or Viewer) and which browser you were using. Several product actions are restricted by role, and that alone explains many "the button is missing" reports.

What to include in your message

Describe the problem, not the data. A good report contains the case reference, the exact error wording, the steps that led to it, and the times it happened. Where a specific file is involved, describe it — its type and approximate size — rather than sending it.

The same rule applies inside your organisation. Identity evidence belongs in the product's own verification flow, described in Verify identity or representative authority, and response material belongs in the case.

Where to send each kind of enquiry

DSAR Respond's published terms, policies, and notices are maintained in the Legal Centre, including the Privacy Notice and the Cookie Notice. This documentation site does not restate them — the Legal Centre is the authoritative version.

If you are a member of the public wanting to exercise your own data rights, contact the organisation that holds your data directly. That organisation is the controller, and it decides how your request is handled.

Where to find authoritative guidance

• The ICO publishes the guidance this documentation points to throughout, including its guide to subject access and a wider library for organisations at ico.org.uk.
• Your organisation's data protection officer or legal adviser is the right source for advice on your own facts.
• About this guidance sets out what this site does and does not cover.

What happens next