Supervised pilots
Know what support means before going live.
Named support channel
Every approved pilot must name a VendPatch coordinator and backup contact in its signed pilot agreement. Until that happens, use the pilot request form; do not upload operational or customer data.
Coverage and targets
Pilot support is monitored Monday through Friday, 9:00 AM–5:00 PM Eastern, excluding U.S. federal holidays. Target acknowledgements are four business hours for access loss or suspected security incidents and one business day for other issues. These are response targets, not uptime guarantees.
Incidents and breach communication
VendPatch will contain and investigate credible incidents, preserve relevant logs, and contact affected pilot owners through the channel in the signed agreement. The agreement must define legally required notification timing and responsible parties before real customer data is used.
Retention and deletion
Operational records remain available during an active pilot. Private customer tracking links expire after 30 days but do not delete the underlying ticket. Finalized VendPatch Sign evidence is retained for the agreement retention period and cannot be edited in place. A pilot owner may request supported exports or corrections through the named coordinator.
Manual customer notifications
Until outbound email and SMS are connected, customer updates are published to the private request-tracking page. Operators must communicate urgent updates and refund decisions through their existing approved channel and record the outcome in VendPatch.
Electronic agreements
VendPatch Sign creates a private, expiring link and retains the original document, signer consent, attribution evidence, executed PDF, and completion certificate. Operators must share links through an approved channel and confirm signer authority. Use an outside qualified process when notarization or specialized identity verification is required.