One address
Account questions, bugs, billing, data requests, security reports. One address that is definitely read beats four that look organised.
Write in English or Hungarian.
Before you write
Signed in, there is a help button on every page. It answers from this manual and from your own workspace — it can see your plan, your proofs, and what has happened to them, including which version an approval names and whether an email was delivered.
It is not a person, and it says so when it does not know. When that happens it offers to hand the conversation to us, with what you already typed attached, so you are not starting again.
It never sees your artwork, your review links, or your customers' email addresses. What it reads and how long the conversation is kept are in the Privacy Policy and the Data Retention Policy.
What to expect
We acknowledge within 72 hours, on any plan including Free.
That is an acknowledgement, not a fix: it means a person has read it and told you what happens next. A fix takes as long as the problem takes, and we will say which kind of problem it is.
We do not offer a service level agreement. Proofavo is run by a small company and saying otherwise would be a promise made by marketing rather than by operations.
What helps us answer faster
- The build identifier, shown at the bottom of Settings → Workspace. It tells us exactly which version you were using.
- The error reference if you saw one — a short code in the error message. Every one of them appears in our logs under the same reference.
- What you were doing, and what you expected instead.
You do not need to attach the artwork. If we need it we will ask, and you can say no.
What we will not ask you for
Your password. Not ever, for any reason. Anyone asking for it is not us.
We also do not need remote access to your computer.
Urgent things
If a review link is not working for a customer with a job waiting, say so in the first line. That is the failure that costs you a deadline, and it goes ahead of everything else.
If you believe you have found a security problem, write to the same address and say so plainly. See the Security page for what happens next.
Data and deletion requests
Requests to see, correct or delete data go to the same address and are answered within 72 hours. The Privacy Policy describes your rights and the Data Retention Policy describes what can and cannot be removed without destroying an approval record.
A request may also come from your customer — somebody who approved a proof. We will act on it and we will tell you, because it changes a record you may be relying on.
Early days
Proofavo is a young product. You are talking to the people who build it, which means answers are direct and fixes can be quick — and it also means the product changes underneath you sometimes. Keep your own copies of anything commercially important, as the Terms say.