1. Support channels
Recommended for traceable requests and attachments that do not contain credentials or one-time codes.
For general guidance. Account changes and security resets may require written verification.
Registration, documents, password recovery, Google Authenticator and application status.
2. Information to include
State the company legal name, VAT number, registered account email, page or function involved, date and approximate time, device/browser and a clear description of the error. Attach a screenshot only after removing personal data, confidential customer information, passwords, QR codes, TOTP secrets and recovery codes.
3. Request classification
- Access: email verification, forgotten password, blocked account or 2FA issue.
- Application: company profile, categories, submission status or request for additional information.
- Documents: upload, allowed format, expiry date, replacement or validation status.
- Security: suspected unauthorised access, credential compromise, malicious file or data exposure.
- Administrative: supplier status, qualification validity or contact changes.
4. Security incidents and urgent reports
Suspected compromise must be reported without delay with the subject “URGENT SECURITY – Supplier Hub”. Do not continue using a device believed to be compromised and do not send passwords, QR codes, TOTP secrets or recovery codes. UESE may temporarily suspend the account, invalidate sessions, require a password reset or verify the identity and authority of the requester before restoring access.
5. Password and 2FA recovery
Use the automated password-recovery function first. A reset link is single-use and time-limited. For 2FA, use a recovery code where available. A superadmin reset is an exceptional procedure and may require a signed request, identity document, proof of authority and confirmation through a verified company channel. Support personnel will never ask for the current password or a live one-time code.
6. Response priorities
Requests are prioritised according to impact and urgency: security or complete access loss; inability to meet an active deadline; blocking document or application errors; ordinary information requests. Any response targets communicated on this page or by support are operational objectives and do not constitute contractual service levels unless included in a separate signed agreement.
7. Boundaries of support
Support assists with portal use and technical issues. It does not provide legal, tax, certification or procurement advice, does not prepare missing supplier documents and cannot guarantee qualification or award decisions. Substantive assessment remains with the authorised UESE functions.
8. Formal notices and complaints
Ordinary support email is not a substitute for certified email, registered mail or contractual notice channels where a specific form is required. Complaints concerning the application should identify the disputed decision, reasons and supporting evidence. Privacy requests should clearly state “Privacy – Supplier Hub”.
9. Processing of support data
Support communications are processed to resolve the request, protect the portal, document actions and defend rights. They may be shared with authorised technical providers where necessary. Retention follows the Privacy Notice and may be extended when the request is linked to an application, incident, non-conformity or dispute.
10. Accessibility and language
Support is available in Italian and English. Users who encounter an accessibility barrier should identify the page, assistive technology and action they were attempting, so that an accessible alternative can be provided where reasonably possible.