A small team, with a real human on every ticket.
AttackEdge is run out of Sydney by a small team. Email is the support channel; the founder reads every ticket. Below are our hours, our response targets, and the kinds of work that go through a different conversation.
What we promise
Email is the support channel.
Write to hello@attackedge.io. The founder reads every ticket. For security-impacting issues, escalate to security@attackedge.io.
9am to 6pm Sydney time, Mon–Fri.
AEST or AEDT, excluding NSW public holidays. We read the inbox on weekends and triage anything urgent on a best-effort basis.
Most replies within one business day.
Billing within four business hours. Security-impacting issues within one business hour, escalated ahead of general support.
How to reach us
Email hello@attackedge.io. That inbox is monitored on every business day. We may add live chat or phone as the team grows; if and when we do, this page will be updated.
For security-impacting issues (suspected data exposure, scanner running outside an authorised scope, account locked unexpectedly), email security@attackedge.io. That inbox is escalated and triaged ahead of general support.
Hours
9am to 6pm AEST or AEDT, Monday to Friday, excluding public holidays observed in New South Wales (our principal place of business). On NSW public holidays we do not target a response.
We read the inbox on weekends and triage anything urgent on a best-effort basis. Anything not urgent waits for the next business day.
Response targets
The targets below describe how we work. They are not contractual SLA penalties; they sit alongside your statutory rights, including under the Australian Consumer Law, which are not affected by anything written here. See the Terms of Service section 9 for the consumer-guarantees position.
- General queries. How do I do X, what does Y mean, is Z something you cover. Target: 1 business day.
- Billing or payment issues. Failed charge, wrong invoice, refund question, subscription or scan-pack billing query. Target: 4 business hours.
- Security-impacting issues. Suspected exposure of your data, scanner doing the wrong thing, account locked unexpectedly. Target: 1 business hour.
Targets are measured from the time your email lands in the inbox during our hours. Outside hours the clock starts at 9am the next business day.
What is not covered by these targets
Some kinds of work go through a different conversation, with a different timeline:
- Feature requests and integrations not on our roadmap.
- Custom enterprise terms, bespoke contracts, custom data-residency arrangements.
- MSP wholesale or reseller enquiries.
- Compliance attestations, signed assurance letters, or vendor-questionnaire responses beyond what is published on the site.
Email hello@attackedge.io with the detail and we will route the conversation to the right place.
Self-serve first
A few things are faster to do yourself than to wait on email:
- Cancel a subscription, update a card, switch monthly to annual. All available in the Stripe billing portal, reachable from the Billing page in the app.
- Add or remove a site. Manage the sites you scan directly in the app under Assets. Scanning is metered by scan units, not by how many sites you have on the list.
- Buy a scan pack. One-off Stripe Checkout from the in-app billing screen. Adds 10 scan units to the current cycle.
- Authorise a new scan target. The in-app attestation is built into the Add Asset flow. See how we verify for the steps.
- Read the methodology. Most "does AttackEdge cover X" questions are answered on the methodology page.
Status disclosure
AttackEdge is a small team. We will scale support as we grow. The targets above are best-effort commitments, not contractual SLA penalties, and they may change as the product evolves. Where they intersect with consumer guarantees that cannot lawfully be excluded, those guarantees apply regardless of what is written on this page.
Ready to write? Email hello@attackedge.io. We will get back to you.