Ce document est en cours de traduction. Seule la version anglaise est offerte pour le moment.

Support and Service Availability Policy

Version 2026-10-15-r2 · Effective 2026-10-15Scope: Human support queues, published business hours, response targets, service state, and correction escalation.Policy contact: support@attestlayer.comRelated: Terms of Service · Refunds and Billing Policy · Accessibility StatementEarlier versions: 2026-10-05

Use Client Console for authorized service records. Do not send customer source files, credentials, payment-card data, or secrets by email.

For an eligible direct-client order, the standard support scope includes:

business-email sign-in;
order access;
payment status;
invoice status;
file upload;
file validation;
package generation;
verification;
same-request re-runs;
refund status;
privacy requests;
security reports.

Support does not include:

custom questionnaire writing;
record interpretation;
legal advice;
audit advice;
compliance advice;
controls implementation;
client negotiation;
procurement negotiation;
custom deliverables.

Heures de soutien : du lundi au vendredi, de 9 h à 17 h, heure de l’Est. Nous répondons dans un délai d’un jour ouvrable. Problèmes urgents sur une commande : sous 4 heures ouvrables, les jours ouvrables.

Sans frais 1-866-739-0570 (lundi–vendredi, 9 h–17 h HE) : une réceptionniste prend votre message ; nous répondons par courriel dans un délai d’un jour ouvrable. Le soutien se fait par courriel : support@attestlayer.com.

Le délai habituel d’un brouillon est publié sur le site; c’est une mesure, non une garantie.

Support contacts:

product and accessibility support: support@attestlayer.com
general questions: contact@attestlayer.com
billing, invoice, PO, and order access: billing@attestlayer.com
security reports: security@attestlayer.com
privacy requests: privacy@attestlayer.com

For access or service-availability assistance, use Client Console when available or email support@attestlayer.com. Security incidents should be sent to security@attestlayer.com.

Support and output targets are operational targets, not financial service-level guarantees, unless a signed agreement expressly provides service credits or remedies. Platform-failure refund eligibility is governed by the Refunds and Billing Policy.