Support
How to get help with Custodia, including contact methods, response times, and escalation procedures.
1. Contact Methods
Email Support: support@custodiallc.com (preferred for most inquiries). Security Issues: security@custodiallc.com. Billing Questions: billing@custodiallc.com. Privacy Requests: privacy@custodiallc.com. Please use the appropriate address to ensure your request reaches the right team quickly.
2. Support Hours
Our support team monitors requests during U.S. business hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays. Requests received outside these hours will be addressed on the next business day. For urgent security incidents, we have on-call monitoring.
3. Response Times
We strive to respond to support requests within the following timeframes: General inquiries: within 1 business day. Technical issues: within 1 business day, with updates every 24-48 hours until resolved. Billing issues: within 2 business days. Security reports: acknowledgment within 48 hours. Complex issues may take longer to fully resolve; we will keep you informed of progress.
4. What to Include in Your Request
To help us assist you quickly, please include: (a) your account email address; (b) a clear description of the issue or question; (c) steps to reproduce (for technical issues); (d) any error messages you received; (e) screenshots if helpful; (f) urgency level and business impact. The more detail you provide, the faster we can help.
5. Self-Service Resources
Before contacting support, you may find answers in: (a) our in-app guidance and tooltips; (b) the AI assistant (Commander Security) for CMMC-related questions; (c) this Trust Center for policy and legal questions. We are working on expanding our documentation and knowledge base.
6. Escalation
If you are not satisfied with the response you receive or have an urgent matter, you may request escalation by replying to the support thread with "ESCALATION REQUEST" and explaining why escalation is needed. Escalations are reviewed by senior team members within 1 business day.
7. Limitations
Our support team can assist with: using Custodia features, account and billing issues, reporting bugs, and general CMMC guidance through our platform. We cannot provide: legal advice, official CMMC certification guidance, advice that substitutes for a qualified compliance consultant, or support for third-party integrations not documented by us.
Questions about this policy?
Contact us and we'll help clarify.