Customer support
Permit Sheriff Support
How to get help with Permit Sheriff, AWS Marketplace provisioning, integrations, billing access, and security issues.
Support channels
- Customer support: support@permitsheriff.com
- Security reports: support@permitsheriff.com with “Security” in the subject line.
- AWS Marketplace billing-account or invoice questions: contact AWS Marketplace billing support first; copy Permit Sheriff support when product access is also affected.
Support hours
Standard support hours are Monday through Friday, 9:00 a.m.–5:00 p.m. Eastern Time, excluding U.S. federal holidays. Critical production incidents are monitored outside business hours when alerting is configured for the affected production deployment.
Initial-response targets
Response targets are objectives, not guaranteed resolution times. Resolution depends on scope, provider dependencies, and customer cooperation.
- SEV-1 Critical — broad production outage, confirmed cross-tenant exposure, or active destructive security incident: target initial response within 1 hour.
- SEV-2 High — major workflow unavailable, severe degradation, or Marketplace buyers unable to provision: target initial response within 4 business hours.
- SEV-3 Normal — limited defect with a workaround, individual account issue, or integration issue: target initial response within 1 business day.
- SEV-4 Low — documentation question, feature request, or cosmetic issue: target initial response within 3 business days.
What to include
Provide the affected Permit Sheriff organization, approximate time of the problem, user impact, relevant non-secret request or Marketplace agreement identifiers, and safe reproduction steps. Do not send passwords, API keys, AWS registration tokens, full payment credentials, or other secrets by email.
Security incidents
Report suspected security incidents to support@permitsheriff.com. Confirmed critical security incidents escalate to the incident owner and service owner. Permit Sheriff communicates verified impact and mitigation information through available customer contact channels.
AWS Marketplace setup help
For setup, authentication, MCP tools, billing-unit behavior, and troubleshooting, use the AWS Marketplace Buyer Guide at /docs/aws-marketplace.