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Effective date: May 12, 2026 · Last updated: May 12, 2026
Applies to: buy.attestlayer.com direct-buyer purchase paths.

This page governs buy.attestlayer.com and the direct-buyer purchase paths reachable from it. Companywide AttestLayer policies may apply separately where expressly referenced, but this buy-site page controls for direct-buyer purchases made on buy.attestlayer.com.

Buy site support and SLA

Support & SLA — buy.attestlayer.com

Support boundaries and target operational windows for direct-buyer purchases on buy.attestlayer.com. Target output delivery windows after PASS determination, not contractual service-level guarantees.

1. What this page covers

This page describes the support boundaries and target operational windows that apply to direct-buyer purchases on buy.attestlayer.com. Companywide support and SLA terms are published on attestlayer.com/legal/sla-support.

2. Support channels

3. Business hours

Email and phone replies are sent during business hours (Monday–Friday 09:00–17:00 Eastern Time), excluding public holidays observed in Quebec, Canada. Messages received outside business hours are answered on the next business day.

4. Target response windows

  • Billing and invoice questions: 1 business day target.
  • Account access and intake questions: 1 business day target.
  • Packet support during the active support window of a purchased offer: 1 business day target.
  • Security incidents and credible vulnerability reports: best-effort acknowledgement within 1 business day; see the Vulnerability Disclosure page.

5. Target output delivery windows

Each purchased offer states a target output delivery window after PASS determination (for example: same business day after PASS for Activation, 7 business days after accepted intake for Single-Deal Proof Pack). These are operational targets, not contractual service-level guarantees, and apply only after the customer has supplied complete records, applicable packet rules have been selected, and intake has been accepted.

If AttestLayer expects to miss the target window for a given offer because of internal capacity reasons (not because intake is incomplete), AttestLayer will email the customer with a revised window before the original target elapses.

6. Excluded from support

  • Audit, certification, attestation, legal, insurance, or buyer-approval guarantees.
  • Custom development outside the purchased offer.
  • Support for systems or tooling not operated by AttestLayer.
  • Re-running an issued packet to alter underlying records that the customer has already supplied.

7. Contact

Support: support@attestlayer.com
Billing: billing@attestlayer.com