Support + Contact Statement

Effective: 2026-06-02 Applies to: Attest, an ECTD product. Sets out how to get help, what response times to expect, and how to escalate.

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1. The single channel

The only official support channel is email to support@getattest.com.au.

Every support request must be sent from, or include, an email address we can reply to. We do not handle support via public posts, DMs on social platforms, or messages without a verifiable return address. For purchase-related requests, please include your order ID.

1a. Who actually responds

Support is operated by Attest using a mix of human review and AI-assisted triage. Today the founder reviews all support directly. As the business scales, AI agents will increasingly draft and dispatch responses, with human review on anything financial, anything escalated, anything ambiguous, and anything an agent flags as outside its confidence. The SLA targets below apply regardless of who responds; the standard does not drop when an agent handles the first draft.

Subject-line conventions (please use one — it routes faster):

• Intake — <order ID> — submitting your intake answers
• Refund — <order ID> — refund request
• Deliverable correction — <order ID> — factual error within 7 days of receiving the deliverable
• Privacy request — access, correction, or deletion request
• AUP report — reporting abuse
• Press / partner — partnerships, press, design-partner enquiries
• Bug — technical issue with the website, checkout, or .well-known/ surface

If your message does not fit one of those, just write a clear plain-English subject.

2. Response times

These are targets, not contractual guarantees:

Attest is currently run by one operator with chronic-pain-managed variable capacity. We aim to honour these targets and will tell you up front if a target cannot be met for your specific request.

3. Hours

Australian business hours, AEST/AEDT, Monday–Friday. Outside those hours, responses are best-effort.

We do not operate a 24/7 support desk and do not promise out-of-hours coverage. Critical service outages (site down, webhook broken) are monitored and handled out-of-hours where possible.

4. What we will help with

• Anything about your order, your intake, or your deliverable
• Anything about the website, checkout, or the agent-discoverable surface (/.well-known/attest.json, /services/pricing.json, etc.)
• Privacy, refund, AUP, or correction requests
• Bugs or accessibility issues
• Press, partnership, design-partner enquiries

5. What is outside scope

• Bespoke legal, financial, taxation, security, or compliance advice. We will refer you to qualified professionals.
• Implementation of the deliverable in your own infrastructure (the Endpoint Kit includes drafted artefacts, not engineering hours).
• Free re-scoping after a deliverable has been accepted (see Refund Policy clause 3).

6. Escalation

If you are unhappy with our response:

• Reply to the same thread with Escalate in the subject line. Escalations route to the founder for direct review regardless of who handled the first response.
• For Australian Consumer Law complaints, the next step is your relevant fair-trading or consumer authority.
• For privacy complaints, the next step is the Office of the Australian Information Commissioner at oaic.gov.au.
• For payment disputes, you can also raise a chargeback through your card issuer or Stripe — we strongly prefer that you talk to us first.

7. Agent buyers

Agent buyers can use the same channel but must include the principal email and the agent identity in the body of the message. We will copy the principal on substantive responses. We do not act on instructions from an agent identity alone where the request is reversal of payment, refund redirection, or change of contact email.

8. Contact

support@getattest.com.au — Attest, an ECTD product, Queensland, Australia.