Support

The person who built Apsis Line supports every deployment directly. There’s no tiered queue and no first-line script.

How to reach us

Email robert@apsisline.com. We monitor that address during United States (US) business hours, and it’s the correct route for licensed clients, prospective clients and security researchers alike.

Licensed institutions also have a named contact and an escalation path we agree at onboarding. That path takes precedence over this page for anything production-affecting.

What to include

The fastest resolutions start with: the institution and environment, the loan or file reference where one applies, what you expected to happen, what happened instead, and the approximate time it occurred. Screenshots help. Please don’t send borrower personal information. A loan reference is enough for us to find the record, and an email inbox is the wrong place for non-public personal information.

Response targets

These are targets for a first substantive response. They aren’t resolution times. A response tells you what we know, what we’re doing and when you’ll hear from us next, including when the honest answer is that the cause is still open.

• Production down or blocked: borrowers or staff cannot proceed: same business day.
• Degraded: a surface or integration is impaired but work can continue: one business day.
• Question or request: configuration, reporting, a change request: two business days.

Security issues

Report suspected vulnerabilities to robert@apsisline.com with “Security” in the subject. Please give us a reasonable opportunity to remediate before public disclosure. We don’t currently run a paid bug-bounty programme, and we still want to hear from you.

If we confirm a security incident affecting your institution’s data, you receive written notice within two business days of confirmation, to the security contact you designate at onboarding. The clock starts at confirmation, not at first suspicion, because nobody can audit a window measured from “awareness” afterwards, and a vendor who undertakes to notify you of things it isn’t sure about yet will either break that undertaking or bury you in noise. More on the posture behind that: Security.

Status and planned work

We communicate planned maintenance and material changes to each licensed institution through its named contact. Each deployment is isolated per lender, so a shared public status page wouldn’t describe any one of them accurately.

Not yet a client?

For evaluations, pricing, or a walkthrough, the right door is Contact, and that reaches the same person, just with the context we need to be useful.