AleForge Support Policy

AleForge provides support for account, billing, and service-related requests only to verified individuals who are authorized to act on a billing account. This policy explains who may request support and how we verify identity before providing assistance.

Who May Request Support

Support requests may be submitted only by:

• The account owner: the primary individual listed on the billing account, or
• An authorized delegate: a contact added to the billing account as their own individual user with permission to submit support tickets on behalf of that account.

If you are not the account owner or an authorized delegate on the billing account, we cannot provide support for that account. This includes requests made through third parties, shared login credentials, or accounts that are not linked to the billing account as an individual user.

Adding an Authorized Delegate

Authorized delegates must be added to your billing account as their own individual user. Only the account owner can invite users and manage permissions.

Invite a new user

1. Log in to the AleForge Client Area.
2. Click your name in the top-right corner, then select User Management.
3. Under Invite New User, enter the delegate’s email address.
4. Choose Choose Permissions and enable View & Open Support Tickets, or choose All Permissions if they need full account access.
5. Click Send Invite.

The invitee must accept the email invitation and complete their own user login. Invitations expire after 7 days.

Update permissions for an existing user

1. Go to User Management.
2. Find the user in the list.
3. Click Manage Permissions.
4. Enable View & Open Support Tickets if they should be able to request support.
5. Click Save Changes.

For a full list of permissions and additional details, see How to Add Sub Users (Contacts).

Identity Verification

All support requests are subject to identity verification before AleForge provides assistance. Verification helps protect your account, billing information, and services from unauthorized access.

Depending on the request and channel, verification may include confirming details such as:

• the email address associated with the billing account or authorized delegate profile
• account ownership or contact status on the billing account
• service identifiers, such as server names, domains, or invoice details
• additional information needed to confirm you are authorized to receive support for the account

If we cannot verify your identity or your authorization to act on the account, we may decline to provide support until verification is completed.

Submitting a Support Request

Support requests should be submitted from the authorized user’s own billing account login whenever possible. This helps us confirm identity and keep support history tied to the correct account.

• Open a support ticket
• AleForge Client Area

For details on ticket statuses, response times, and follow-up workflows, see What to Expect After Submitting a Support Ticket.