Our team is dedicated to helping you unblock compliance hurdles and navigate the Drata platform. This guide outlines our operating hours, contact channels, and how to grant remote access for advanced troubleshooting.
Support Hours
24 hours a day, 5 days a week
We provide global support coverage from Monday through Friday, ensuring help is available whenever you need it during the business week.
How to Reach Us
Option 1: In-App Support (Fastest Method)
For the quickest assistance, start directly within the Drata platform using the Live button.
Starting with Dratabot: Once you open Live, Dratabot is your first point of contact and can instantly resolve over 75% of support inquiries. To learn more, refer to Dratabot.
Connecting to a human:If Dratabot cannot resolve your issue, or if you prefer to speak with an agent, simply ask to "talk to a human". Dratabot will route you to our Support Team’s inbox.
Submitting tickets: Once you are routed to the team, you can submit your ticket details and close the chat. You do not need to wait online; we will follow up via email and in-app notification.
Option 2: Email Support
Prefer email? You can reach us directly at [email protected].
Emails are automatically converted into support tickets.
You will receive a confirmation with a ticket ID immediately.
Option 3: Track Your Requests
You can view the status of open tickets and reference past conversations at any time through the Drata Ticket Portal or directly in the Drata through the chat.
Grant Remote Access
In some cases, our Support Team may request temporary, secure remote access to your Drata instance to troubleshoot complex configuration or integration issues.
Note: You must be an Admin to grant remote access.
To enable access:
Click the Question Mark (?) icon in the top right corner of the dashboard.
Locate the section labeled “Grant Drata Support remote access.”
Select an expiration date (this must be a future date).
Confirm your selection.
For a deep dive on security protocols regarding this feature, please refer to our full guide on Remote Access Permission for Support.