Service levels

First attempt

The speed you choose sets when the first attempt happens, counted from when we have both the documents and a complete address:

• Rush — first attempt within 48 hours.
• Priority — first attempt within 3 business days.
• Standard — first attempt within 7 days.
• Orders placed after 5:00 p.m. local time count from the next business day.

What happens after the first attempt

We keep attempting at reasonable and varied times until the party is served or it is clear service cannot be made at that address. Each attempt appears on your case as it is recorded.

If the address turns out to be wrong, the case is flagged for you immediately rather than absorbing more attempts.

If we miss a first-attempt promise

If the first attempt is late and the delay is ours, we refund the speed surcharge on that order. Ask through the case's support section within 30 days of the case closing and we apply it to the invoice or credit it.

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.