Early-access support
Know what support means before going live.
Support channel
Signed-in users can open a private support conversation for access, billing, product, or security issues. Operators who want direct onboarding can request the founding operator program.
Coverage and targets
Early-access 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 security communication
VendPatch will contain and investigate credible incidents, preserve relevant logs, and contact affected workspace owners through their verified account channel when action or legally required notice is appropriate.
Retention and deletion
Operational records remain available during an active subscription. Private customer tracking links expire after 30 days but do not delete the ticket. Finalized VendPatch Sign evidence cannot be edited in place. A workspace owner may request supported exports or corrections through support.
Customer notifications
When a customer provides an email address and consents to contact, VendPatch sends a branded receipt with a private tracking link and emails status changes, operator replies, and refund decisions. SMS is not connected.
Electronic agreements
VendPatch Sign creates a private, expiring link and retains the original document, signer consent, attribution evidence, executed PDF, and completion certificate. Operators remain responsible for signer authority and specialized identity or notarization requirements.