Question 1

What file formats can I upload?

Accepted Answer

Questionnaires: Excel (.xlsx, .xls) and CSV, up to 25MB. Knowledge-base documents: PDF, Word (.docx, .doc), plain text (.txt), and CSV. PDFs need selectable text — scanned images can’t be read.

Question 2

How does RFI Know generate answers?

Accepted Answer

From two sources, both yours: past answers (imported from completed questionnaires or saved as you work) are reused for matching questions, and your uploaded documents ground AI-drafted answers, with citations to the exact passages used. If your knowledge base has no relevant support, a relevance gate holds back weak matches rather than guessing.

Question 3

Do I need to upload documents before starting?

Accepted Answer

No, but it’s the difference between a good first experience and a great one. The fastest start: import one or two completed questionnaires plus your core security policies, then upload the questionnaire you need to answer and run Auto-fill.

Question 4

What kinds of questionnaires does RFI Know handle?

Accepted Answer

Security questionnaires, RFIs, RFPs, vendor assessments, due-diligence forms — anything that arrives as a spreadsheet full of questions. The platform is format-driven, not topic-driven, so any question/answer-shaped document works.

Question 5

What’s the difference between a new and a completed questionnaire upload?

Accepted Answer

A new questionnaire becomes a workspace to fill in. A completed questionnaire feeds your knowledge base: its question-and-answer pairs are saved and reused to answer future questionnaires automatically.

Question 6

My spreadsheet has multiple tabs — is that supported?

Accepted Answer

Yes. During import you choose which sheets to include, so you can skip instruction and glossary tabs and import only the ones containing questions.

Question 7

Why did my upload fail or miss questions?

Accepted Answer

The usual suspects: file over 25MB, unsupported format, merged cells in the question column, or the wrong column mapped during import. Unmerge cells, keep one question per row, and check the mapping preview. See the troubleshooting guide for the full checklist.

Question 8

What does Auto-fill actually do?

Accepted Answer

It sweeps every unanswered question in a questionnaire and fills in the ones that match answers your organization has already given, using your answer library and knowledge base. It deliberately skips questions without strong matches rather than guessing.

Question 9

What do the confidence scores mean?

Accepted Answer

How well your knowledge base supports the answer. 70%+ means strong support, 40–69% means partial support worth a careful read, and below 50% triggers a visible warning that limited support was found. It’s a review-prioritization signal, not a correctness guarantee.

Question 10

Can I verify where an AI answer came from?

Accepted Answer

Yes — every generated answer lists its sources: the specific policy documents and past answers it was based on. Check the cited passage before accepting; that’s what citations are for.

Question 11

How do I make the AI answers better?

Accepted Answer

Feed it. Import more completed questionnaires, upload the policies covering your weak topics, and fix outdated pairs in the Knowledge Base so they stop being suggested. Quality tracks the knowledge base almost linearly.

Question 12

What’s in the knowledge base?

Accepted Answer

Two things: your documents (policies, procedures, compliance docs) and your answer library — every saved question-and-answer pair, whether imported from completed questionnaires or accepted while working. Both are searchable and both power answer generation.

Question 13

Can I delete documents or answers?

Accepted Answer

Yes, at any time. Deleted documents stop being cited immediately, and deleting a stale answer pair stops Auto-fill from suggesting it. Pruning after policy or infrastructure changes is good hygiene.

Question 14

What are the roles and what can each do?

Accepted Answer

Owner: everything, and the only role that can manage billing. Admin: everything except billing — including inviting teammates and managing the knowledge base. Member: works on questionnaires with full AI features, but can’t manage the team or organization settings.

Question 15

How do I invite teammates?

Accepted Answer

Owners and admins invite from the Company page — enter an email, pick a role, and the invitee gets a secure join link. Team collaboration is included in the trial and the Professional plan.

Question 16

Our only owner left the company — what now?

Accepted Answer

Contact support for a verified ownership transfer. To avoid this in future, keep a second owner as backup — it’s the one role worth having redundancy on.

Question 17

What export formats are available?

Accepted Answer

Excel (.xlsx) with answers written back into the original layout, CSV as a clean question/answer table, or a ZIP bundle including question attachments. Export is included on every plan.

Question 18

What’s included in the free trial?

Accepted Answer

Everything, for 30 days, no credit card: unlimited questionnaires and documents, AI answers, team collaboration, and export. After 30 days, upgrade to Professional ($199/month) to continue.

Question 19

Can I cancel anytime? What happens to my data?

Accepted Answer

Yes — cancel from Settings → Billing (owners only). Professional features run to the end of the paid period, then access pauses. Your questionnaires, documents, and answer library are retained, so resubscribing restores your workspace.

Question 20

Why can’t I see the billing settings?

Accepted Answer

Billing is visible to organization owners only — admins and members can’t view subscription or payment information. This is a deliberate financial control, not a bug.

Question 21

Is my data used to train AI models?

Accepted Answer

No. Your content is used solely to generate answers for your own organization. Generation uses OpenAI’s API, which does not train on API inputs or outputs by default — and we have not opted in.

Question 22

Can other companies see my data?

Accepted Answer

No. Every organization’s data is isolated — every query is scoped to your organization, with database row-level security as defense in depth, and AI retrieval only ever touches your own workspace. Details on the Trust Center at /security.

Question 23

Is RFI Know SOC 2 or ISO 27001 certified?

Accepted Answer

Not currently — we describe our actual practices (encryption in transit and at rest, tenant isolation, audit logging, bcrypt password hashing, daily backups with point-in-time recovery) rather than claiming certifications we don’t hold. Contact us if you need security documentation for a vendor review.

Question 24

I manage questionnaires for multiple clients — is there a multi-client option?

Accepted Answer

Yes — the partner portal for vCISOs, MSSPs, and consultants: one login, a fully isolated workspace per client, switch between clients without re-authenticating, and consolidated quantity-based billing. It’s in early access — contact us to get set up.

How can we help?

Getting Started

Uploading Questionnaires

Answering with AI

Knowledge Base

Team & Collaboration

Exporting

Billing & Plans

Security & Privacy

For Partners (vCISO & MSSP)

Troubleshooting

Still need help?