Service levels

First attempt

Standard service: the first attempt is made within 2 to 3 business days, counted from when we have the documents, a complete address and (for single orders) payment.

Same day and super rush (first attempt within 3 to 4 hours) are available for an extra charge per address when a server is free. We confirm availability with you before we start.

• Orders placed after 5:00 p.m. local time count from the next business day.

What happens after the first attempt

Up to three attempts at reasonable and varied times are included. If the party has not been served after three attempts, we tell you what we found and ask before making more; additional attempts are charged separately. Each attempt is reported to you as it is recorded.

If the address turns out to be wrong, we tell you immediately rather than using up attempts, and can run a skip search for a current address.

If we miss a first-attempt promise

If the first attempt is late and the delay is ours, we tell you why and when it will be made, and you may cancel the order at no charge before that attempt.

Delays we can't control — a wrong address, documents that arrive incomplete, weather or access problems in a remote community, a court's own timetable — don't qualify, and we will tell you plainly which applies.

Support

Support hours are 8:00 a.m. to 6:00 p.m. Eastern, Monday to Friday, excluding statutory holidays.

We answer messages on a case within one business day, and a case flagged as needing your action is answered the same business day when it arrives before 3:00 p.m. Eastern.

Urgent matters outside hours: call the number on our contact page.

Platform availability

We aim for 99.5% monthly availability of the customer portal, outside announced maintenance. Maintenance is announced in the dashboard at least 48 hours ahead and scheduled outside business hours where we can.

If the platform is unavailable, orders can be placed by phone and are entered when it returns, with their original time.