Support

Human help when you need it — clear answers, no runaround. Most customers resolve uploads, payments, and downloads in minutes using the guides below.

Enterprise-grade assistance for assessments, Marketplace installations, security questions, and commercial inquiries.

After you purchase — nothing ambiguous

What you bought: Executive Governance Assessment (formats listed on your success page) — or an enterprise package scoped in your sales quote
Where reports are: Success page downloads, My Reports dashboard, or Recover My Report (90 days)
Invoice: Self-serve buyers download from My Reports after sign-in
Re-assess: Run a new assessment when your portfolio changes
Upgrade: Install the Marketplace app for continuous governance in Jira
Support: support@aigovernancehub.ai — include checkout email or Request ID

Include your order reference, checkout email, or Request ID (for enterprise assessments) so we can respond without delay.

Support Channels

General Support

support@aigovernancehub.ai

For installation, usage, configuration, bugs, and general questions.

Security Issues

security@aigovernancehub.ai

For vulnerability reports, responsible disclosure, and security questions.

Sales & Product

sales@aigovernancehub.ai

For demos, enterprise reviews, and commercial questions.

Response commitments

General support: within 1 business day
Enterprise & sales: within 1–2 business days
Security issues: prioritized by severity — critical issues same business day where possible

Helpful Links

Enterprise engagement

Portfolios over 1,000 work items, multi-team rollouts, and procurement reviews are handled by our enterprise team.

Email sales@aigovernancehub.ai with your Request ID if you have one
Response within 1–2 business days with scoping and next steps
Custom quotes and secure payment links for approved enterprise assessments

Payment & refund assistance

Payment not verified: Use Recover My Report with your checkout email
Refund request: See Refund Policy — email support@ with order reference
Duplicate charge: Contact support immediately with both payment references

Report recovery

Access verified reports via My Reports or Recover My Report. Recovery tokens remain valid for 90 days.

Operational troubleshooting

Self-service recovery first. Include your checkout email and payment reference when contacting support.

Payment failed or not verified

Checkout may have been interrupted. If funds were deducted, go to Recover My Report with your checkout email. Otherwise return to assessment wizard and complete Secure Checkout. Email support@aigovernancehub.ai with Razorpay payment ID.

Upload failed or validation error

Check required columns in Sample Files. Re-export CSV with all fields. Sessions expire in ~24 hours — re-upload if checkout was not completed.

Report not ready or download failed

Large portfolios may take a few minutes after payment. Use My Reports or Recover My Report. Downloads remain available for 90 days.

Email not received

Check spam. Delivery is optional — your report is available via success page downloads, My Reports, and Recover My Report. Request resend via support with order reference.

Browser closed before download

Payment is tied to your checkout email. Use Recover My Report or My Reports from any device within 90 days.

Duplicate purchase or double charge

Contact support@aigovernancehub.ai immediately with both payment references. See Refund Policy.

Refund request

Email support@ with order reference per Refund Policy. Refund may disable download access per policy terms.

Enterprise quote or invoice

Portfolios over 1,000 work items: submit via assessment wizard or email sales@aigovernancehub.ai. See Enterprise Procurement.

Recovery expired (after 90 days)

Reports are retained for 90 days unless deletion requested. Contact support@ — we cannot guarantee recovery after expiry.

How to Report a Bug

Email support@aigovernancehub.ai with your Jira site URL, app version, screenshots, steps to reproduce, expected behavior, and actual behavior.