12. Getting Help
12.1 How AuditAble support works
AuditAble is designed to run at roughly 95% automation. Most of what you need is in the dashboard, in this guide, or in the "?" help popovers. When you do need a human, we are here.
We do not offer phone support. We do not have an emergency line or an SLA escalation path. The reason is simple: AuditAble does not touch your servers. The product generates fix instructions and reports; your team deploys the fixes. There is no operational emergency for an AuditAble engineer to fix, so there is no on-call rotation to staff.
What this means in practice: if you email us, we will respond. We do not respond at 2 a.m. on a Sunday. We respond during business hours, usually within a few hours. For most questions, that is fine. If you have an urgent legal matter, your counsel is the right call, not a SaaS support inbox.
12.2 Email
[email protected]: general questions, billing, account changes, anything that does not need real-time chat.
12.3 In-app chat
The chat widget in the bottom right of the dashboard. Open during business hours (Central time). Useful for short questions and walkthroughs. Outside business hours, the chat queues your message and we respond by email when we are back.
12.4 When to escalate
If you have a DOJ complaint, a plaintiff letter, or a public-records request that mentions your site, call your legal counsel first. Then email us with the report you need; we will prioritize generating it.
If you are blocked on a feature that does not exist yet (API integration, custom report layout, document remediation), email support. We do not commit to a date, but we hear what customers need and we prioritize the roadmap from that input.
12.5 Reporting a bug or a scanner mistake
If you think the scanner flagged something incorrectly, email [email protected] with the finding ID (visible at the top of the detail panel). We treat false positives as bugs in our rule engine and fix them upstream so every customer benefits, rather than per-tenant exceptions that paper over the issue.