Support

1. Reach Vaultline

Email support@vaultlinesolutions.com about your installed system, the portal, Vaultline AI credits, billing or a security concern. If you cannot sign in, email is the path. Questions about the terms or privacy policy, and privacy requests, go to info@vaultlinesolutions.com.

We aim to reply within one business day (Monday to Friday, excluding US federal holidays). This is a target rather than a guarantee, unless your engagement agreement sets a response time.

2. From inside the portal

• Support guides. Sign in to the Portal and open Support guides to find instructions and troubleshooting matched to your system version. You can search the guides and download the complete set with its screenshots. If your system changed, matching guides appear after Vaultline reviews the update.
• Before you install. After the keep payment, email us for help getting ready to install, even before Care is active.
• Requests. With Care or Partner active, raise a request from the Requests screen. It lands in Vaultline’s queue with your organization and system attached, so there is nothing to explain twice. Partner members can also use a workflow-improvement slot from the Membership screen.
• Vaultline AI. The Vaultline AI screen shows your shared credit balance, connected installations, recent purchases with Stripe receipts, and job history. If a job stopped, the reason is shown next to it.
• Membership. The Membership screen opens Stripe’s billing portal for invoices, payment method and cancellation.

3. What to include

Your company name, the installation or system concerned, what you expected and what happened, and a screenshot if there is one. For a Vaultline AI job, the job identifier from the Vaultline AI screen lets us find the exact record. Never send passwords or your vaultline-ai-bridge.json credential file; Vaultline will not ask for them.

4. What to expect

• Care covers monitoring, supported fixes, compatible updates and help keeping the installed system healthy. Partner adds four accepted improvement slots per quarter. Anything beyond that is quoted before work starts.
• Care is free for the first 90 days after you sign up. Cancel from the Membership screen before then and you are not charged.
• If Vaultline AI cannot be reached, nothing is charged and no work is lost; Local AI keeps working in Media Nexus without a cloud balance.
• A failed or cancelled Vaultline AI job charges nothing. If a charge looks wrong, send the job identifier and we will reconcile it against the ledger.
• Security reports go to the same address and are read first.