Support and Service Availability Policy
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.
We reply within 1 business day. Urgent order issues: within 4 business hours, Monday–Friday 09:00–17:00 ET.
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.