Frequently answered questions

FAQ

1. Getting Started

• How do I log in for the first time?
  When your account is created, you will receive a welcome email from [noreply@auth.hybridity.ai] with the subject line "Welcome to Hy5! Set up your account."
  1. Open the email and click the unique, secure link inside. If you don't see the email in your inbox, please check your spam or junk folder.
  2. The link will take you to a page where you can create and confirm your new password.
  3. Once your password is set, you can log in at any time from our main login page: [app.hybridity.ai].
• If you have not received a welcome email, please contact the person in your organization who manages your Hy5 account and ask them to resend the invitation.
• I am trying to login for the first time. Why do I get an error message?
  To activate your account, you must first be invited by someone from your organization who is already on the platform.
  Please contact a owner or account administrator and ask them to send you an invitation. If they confirm an invitation has already been sent, please double-check that they used the correct email address and be sure to look in your junk or spam folder.
• How do I invite my team members to Hy5?
  With the right permissions you can easily invite your colleagues to collaborate with you on the Hy5 platform. To add new users, you must be an owner or administrator for your organization's account.
  1. Navigate to the [Settings] section in the main menu.
  2. Select the [Members] tab.
  3. Click the [Invite Member] button.
  4. Enter the email address of the person you wish to invite and assign them a user role (Owner, Admin, Member). As an admin you can only add new admins or users.
  5. Click [Send Invite].
  6. Let the new user know that the invite has been sent. Might end up in the junk mail.
• What should I do first after setting up my account?
  The best way to get started is to complete your first "win" on the platform. We've designed our Getting Started Guide to walk you through this process in under 30 minutes.
  The guide will show you how to perform one of three core actions based on your immediate needs:
  1. Analyze a contract for compliance gaps.
  2. Assess an internal policy against a specific regulation.
  3. Check an operational control and assign follow-up tasks.
• We recommend heading to the Getting Started Guide right after you log in to achieve a valuable outcome right away.
• Is there a guided tour of the platform?
  Yes, your guided experience with Hy5 begins the moment you first log in.
  1. Welcome Video: The first time you sign in, you'll see our brief welcome video, which gives you a high-level overview of what you can accomplish with Hy5.
  2. Getting Started Guide: This is your primary, step-by-step tour that guides you through your first key task on the platform.
  3. Core Features Walkthrough: For a broader overview of the main areas of the platform, we recommend reading our Core Features Walkthrough document, which you can find in the Hy5 platformces

2. My Account & Billing

• How can I update my billing information?
  Contact the Hy5 team or your distributor to update your billing information.
• What are the different user roles and permissions?
  The platform uses two types of roles to manage access: Workspace Roles, which control overall platform settings and membership, and Document Permissions, which control what a user can do with a specific document.
  2.1 Workspace roles
  These roles are set for each person in your organization and define their level of administrative control.
  • Owner: Has complete control over the workspace.
    • Can manage all organization settings.
    • Can manage all user roles (including other Owners).
    • Can create and manage groups.
    • Can permanently delete the organization account.
  • Admin: Can manage day-to-day settings and users.
    • Can manage all organization settings.
    • Can manage roles for other Admins and Users.
    • Can create and manage groups.
  • Member: Has standard access with no administrative rights.
    • Can view (but not edit) organization settings.
    • Can view (but not manage) groups.
• You can see a list of all team members and their roles by going to Settings → Members
  2.2 Document permissions
  These permissions are set for each individual document and determine who can view or work on it.
  • Editor: Has full access to the document. Can run analyses, review results, and make changes.
  • Viewer: Has read-only access. Can view the document and its analysis but cannot perform any work or make changes.
  • Commenter: This role is reserved for future functionality and is not currently in use.
• How to set Document Permissions: You can set these permissions on a document-by-document basis. For example, in your library, simply click on the Access column next to a file to choose who you want to share it with and assign their role.

3. Core Features: Gap Analysis

• 3a. Contract Gap Analysis
  • What types of contract files can I upload?
    You will get the best results by uploading contracts in PDF (.pdf) or Microsoft Word (.docx) formats. Our analysis engine is specifically optimized to read and interpret these file types, which ensures the most accurate and reliable analysis of your document's content.
    If your contract is in a different format, we recommend converting it to a PDF before uploading to ensure the best performance.
  • How do I start a new contract analysis?
    Starting a contract analysis is a straightforward process. Follow these steps:
    1. Navigate to Your Framework: From the main menu, go to Frameworks and select the regulation you want to analyze your contract against (e.g., DORA).
    2. Open the Contracts Section: Inside the framework, click on the Contracts tab. This is your workspace for all contract-related tasks.
    3. Find Your Contract & Run the Analysis:
       • If you need to upload a new contract: Use the "Upload" button to add the file from your computer. Once it appears in the list, click Run Analysis.
       • If the contract is already in your library: Simply find the contract in the list and click Run Analysis next to its name.
  • The platform will then begin processing the document. Once complete, you can click on the contract to review the results.
  • How do I interpret the various columns in my review results?
    The review screen is where the platform's AI analysis meets your expert judgment. Each column provides a different piece of information to help you quickly understand the findings and make confident decisions.
    Here’s a breakdown of what each column means, grouped by function:
    Part 1 - understanding the analysis
    These columns explain what was asked, what the AI found, and where it found it.
    1. Requirements: This is the official text directly from the regulatory framework. Use this to reference the original source of the requirement.
    2. AI Instructions: Think of this as the requirement translated into a clear, direct question for our analysis engine. It can help you understand the requirement in simpler terms.
    3. Reasoning: This is the AI's explanation for why it assigned a specific compliance status. Reading this is key to understanding its interpretation of your documents.
    4. References: Clickable links that take you to the exact clauses in your uploaded documents that the AI used for its analysis. This provides perfect traceability.
  • Part 2 - prioritizing your review
    These columns act as signals, helping you focus on what needs your attention most urgently.
    1. Confidence: This is a manual flag set by your organization's Owners or Admins
       It is used to enforce a standard procedure or highlight a requirement that always needs a human check, regardless of the AI's finding.
       Example: Your team can set a rule that for every contract analysis, you must manually verify the Service Level Agreement (SLA) details, even if the system marks the requirement as 'Compliant'.
    2. Attention: This is an automatic flag from the system that signals our analysis found strong arguments both for and against compliance. It is a clear indicator that the result is ambiguous and your expert review is required to make the final determination.
    3. Contradictions: This powerful feature flags instances where different sections of your documents seem to contradict each other regarding a requirement. This always requires action to resolve.
  • Part 3 - Making your decision & audit trail
    These columns are where you formalize your review and create a defensible audit trail.
    1. Compliance Status: This is the initial status (e.g., Compliant, Non-Compliant) suggested by the AI. You have the final say. You can manually override this status at any time. If you do, you will be prompted to add a comment explaining your reasoning, which is logged for the audit trail.
    2. Approved By: Once you review and agree with a finding, you approve it. This column shows who approved the status and when, creating a clear record of human oversight for every single requirement.
• 3b. Policy Gap Analysis
  • Which regulations can I check my policies against?
    Our library of regulatory frameworks is continuously expanding to meet our clients' needs.
    Currently Available:
    1. DORA (Digital Operational Resilience Act)
    2. NIS2 (Directive on measures for a high common level of cybersecurity across the Union)
    3. GDPR (General Data Protection Regulation)
  • Don't See the Regulation You Need? We are always adding new frameworks based on customer demand. If you require a regulation that is not on this list, please contact our support team or your account manager to submit a request.
  • How do I start analyzing one of my policies?
    It's a simple, two-step process to get your initial analysis:
    1. Navigate to the Policies tab within your chosen framework (e.g., DORA).
    2. Upload your policy document. Once uploaded, simply click Run Analysis.
  • The system will then assess your document against the regulation and provide a summary of potential gaps and a detailed, paragraph-by-paragraph review.
  • What should I do if I disagree with Hy5’s analysis of a requirement?
    The AI provides the first interpretation to save you time, but your expertise is the final authority. If you disagree with a finding, you can simply override the compliance status. The system will then prompt you to add a comment explaining your reasoning. This action is logged, creating a clear and defensible audit trail for your decision.
  • A requirement is marked as non-compliant, but it doesn't apply to our organization. How do I fix this?
    You can mark any requirement as "non-applicable." To do this, go to the main Requirements tab for the framework, find the specific requirement, and mark it accordingly.
    IMPORTANT: After you mark a requirement as non-applicable, you must return to the Policies tab and re-run the analysis on your document for the changes to be reflected in your compliance results.
  • What is the purpose of marking a finding as 'reviewed'?
    Marking an item as "reviewed" is a critical step in good compliance practice. It acts as a digital signature, creating a permanent record that an expert (you or a team member) has personally validated the finding. This documents human oversight, helps your team track progress, and is essential for demonstrating a robust compliance process during an audit.
  • I've updated my policy document based on the analysis. What are the next steps in the platform?
    To ensure your compliance status is always up-to-date, you should:
    1. Upload the new version of your policy document.
    2. Re-run the analysis.
  • This will provide you with a fresh assessment based on your updated text, allowing you to verify that the changes you made have closed the previously identified gaps.
• 3c. Control Checks & Task Management
  • How do I get my organization's controls into the platform?
    You have two flexible options for adding your controls:
    1. Bulk Upload: For efficiency, you can upload multiple controls at once using our spreadsheet template. You can find the template in the Controls section.
    2. Manual Entry: You can also add controls one by one directly in the platform.
  • After adding controls, you'll be prompted to complete key details (metadata) such as the control owner, its priority, and how often evidence needs to be reviewed.
  • Why is it important to set an 'owner' and 'evidence frequency' for each control?
    This metadata is what turns your list of controls into a dynamic compliance management system.
    1. Owner: Assigning an owner creates clear accountability. It ensures someone is responsible for maintaining the control and providing evidence.
    2. Evidence Frequency: This schedule (e.g., quarterly, annually) automates compliance. The platform will automatically create and assign tasks to the owner whenever it's time to review and update the evidence, ensuring you never miss a deadline.
  • What does "linking a control to a requirement" mean?
    This is the crucial step that connects your operational actions (the control) to the legal rules (the regulatory requirements). By linking them, you are creating a clear map that demonstrates exactly how your organization is meeting its compliance obligations.
    While this mapping is currently a manual step, it can be done progressively. Furthermore, in an upcoming update, the system will begin suggesting these links for you automatically.
  • My control is set up. How does it become "compliant"?
    A control is considered compliant once its owner provides the required evidence. The process works like this:
    1. The control owner assigns an evidence task to the appropriate person or group.
    2. The assignee receives a notification and a task to upload the evidence.
    3. Once the correct evidence is uploaded and submitted, the control's status will automatically update to compliant.
  • How does the platform ensure controls stay compliant over time?
    The platform automates the evidence review cycle for you. Based on the "evidence frequency" you set for a control, the system will automatically generate a new task for the assignee when the review period is due. This proactive approach ensures your evidence is always current and your controls remain verifiably compliant.

4. Security, Privacy, and Technology

• How does Hy5 use AI to analyze my documents?
  Hy5 uses an AI engine specifically trained for regulatory and legal analysis. Our goal is to augment the capabilities of your team, allowing you to perform complex compliance checks with greater speed, accuracy, and consistency. The process works in three main stages:
  1. Content Comprehension: When you upload a document (like a contract or a policy), our AI first reads and deconstructs it to understand its structure, language, and context. It identifies key elements such as clauses, obligations, definitions, and controls, much like a human expert would.
  2. Comparative Analysis: The AI then compares the content of your document against a specific benchmark. This could be a set of regulations (like GDPR or DORA) or your own internal control library. It checks for gaps, risks, missing clauses, and non-compliant language.
  3. Results Synthesis: Finally, the AI synthesizes its findings into a clear, actionable report or analysis. Instead of just giving you raw data, it highlights specific areas of concern, and explains why a particular section has been flagged. This allows your team to focus immediately on the most critical issues that require human attention and judgment.
• What Large Language Models (LLMs) does Hy5 use?
  Hy5 is model agnostic. Today the standard setup is GPT 4o or 4.1 but we continuously evaluate models.
• Is my data used to train your AI models?
  No. The models we use do not retain or learn from any of the input or generated output.
• How is my data kept private and secure?
  Your data is owned by you and doesn’t leave your account. All data is encrypted at rest and in transit.
• Where is my organization's data stored (data residency)?
  Data is stored by trusted cloud service provider in the EU.

5. Integrations & Data

• What other software or platforms does Hy5 integrate with?
  While it's technically possible to integrate third-party APIs, it's not part of the standard setup today. Our focus is on delivering robust, compliant automation out of the box, but we are happy to discuss custom integrations based on specific needs.
• Is my data secure when I upload it to Hy5?
  Yes. Protecting the confidentiality and integrity of your data is a foundational principle of our service. We have implemented robust security measures at every level.
  • Data Privacy and Isolation: All data you upload is logically segregated and strictly confined to your organization's private workspace. Your data is never shared with or accessible by other organizations.
  • End-to-End Encryption: Your data is encrypted at all times. It is encrypted in transit between your computer and our servers using industry-standard TLS, and it is encrypted at rest while stored in our databases.
  • AI Model Training Policy: We have a strict policy against using customer data for training AI models. Your data is never used to train any models. It is used for one purpose only: to perform the analysis you request within your secure account.

6. Troubleshooting

• Why is my file upload failing?
  If you don’t understand the error message provided. Please copy it and send together with other relevant information. For the fastest and most transparent solution, please use our support portal. For issues that you feel the need to discuss, please email and contact your dedicated support contact or support@hybridity.ai.
  We're sorry you're having trouble. An upload can fail for a few common reasons. Before contacting support, please quickly check the following:
  • File Format: Ensure the file is in a supported format (we recommend .pdf or .docx for best results).
  • File Size: If the file is exceptionally large, it may be timing out. Please check that your internet connection is stable.
• Still Need Help? If you've checked the above and the upload still fails, we're here to help. To get the fastest solution, please contact our support team with the following details:
  • The exact error message you received (a screenshot is perfect).
  • The type and name of the file you are trying to upload.
  • The section of the platform you were working in.
• You can reach us through the Support Portal in the platform or by emailing us directly at support@hybridity.ai.
• I'm having trouble logging in, what should I do?
  1. Check Your Email Address First, please ensure you are using the exact email address you used to sign up for your account. A simple typo is the most common reason for login issues.
  2. Check Your Spam/Junk Folder Our login system sends a verification link or code to your email. If you don't see it in your inbox within a minute or two, please check your spam or junk mail folder, as it can sometimes be filtered by mistake.
  3. Request a New Link/Code If you find an old login email, it will not work, as each link/code is temporary and expires for security reasons. Please go back to the login page and request a fresh one.
  Still Having Trouble? If you have followed all the steps above and still can't access your account, please contact our support team. To help us resolve your issue quickly, please tell us the email address you are trying to log in with.
• The page isn't loading correctly, what are the first steps to fix it?
  Step 1: Perform a "Hard Refresh" A hard refresh forces your browser to download a fresh copy of the page. This is the most common and effective fix.
  • On Windows/Linux: Press Ctrl + F5
  • On Mac: Press Cmd + Shift + R
• Step 2: Clear Your Browser Cache If a hard refresh doesn't work, the next step is to clear your browser's stored data, known as the "cache."
  • How to do it: The steps vary by browser. You can find simple instructions by searching for "how to clear cache in [Your Browser Name, e.g., Chrome, Safari, Edge]."
  • After clearing the cache, close your browser completely and then re-open it before logging in again.
• Step 3: Try a Private/Incognito Window Opening the page in a private or incognito window is a great way to check if a browser extension is causing the problem. These windows typically run without extensions. If the page works correctly there, you may need to disable your browser extensions one by one to find the culprit.
  Still Not Working? If you've tried all the steps above and the page is still not loading correctly, please contact our support team. To help us fix the issue quickly, please include:
  • A screenshot of the page.
  • The web browser and version you are using (e.g., Chrome, Firefox).
  • The URL of the page you are on.
• You can reach us at support@hybridity.ai or via the Support portal on the platform.