Help

Help with an ai4cmmc.ai purchase

Most requests are answered right here. Links, order status, downloads, billing, refund requests and team sign-in all start from this page.

The links for an ai4cmmc.ai purchase go only to the email address used at checkout. Once that address is entered here, the current links are sent to it.

One email lists the purchases on that address, up to the newest 20: the onboarding link, the workspace, the billing link for a subscription, and the report download when a stored copy exists. Only the lines that exist for a purchase are listed. An address with more than 20 purchases and workspaces is told how many it has; the links for an older one are in its own purchase and delivery emails, and an expired one opens the page below. Anyone holding a link can use it, so the links are best kept private; a new set can be requested here at any time.

An expired link

An onboarding link that has expired opens a page with a Send a fresh link button. One press sends a working link to the email address on that purchase. A new link for a one-time purchase works for 30 days, and the expired one stops opening. Answers already typed into the intake form stay in that browser for up to 7 days, so the fresh link picks up where they left off.

A subscription’s link does not expire by the calendar: it works for as long as the subscription is active.

Order status

Every purchase has an order status page, opened from its personal link: the Order status line in the “Your ai4cmmc.ai links” email, and the link on the onboarding page. It shows the stage the order is at, when the next automatic retry is due, and a Try again button when a run has stopped. A report that has not been delivered is retried automatically for as long as the purchase is active, and nothing is needed from the customer while that happens.

Billing

A subscription’s billing link opens its billing page in Stripe. It is in the welcome email and in every “Your ai4cmmc.ai links” email. When a subscription is paused because a payment did not go through, the notice email carries a Pay the open invoice link, which opens the invoice Stripe holds open at the moment it is clicked. A one-time purchase has nothing that renews; its billing link, in the same links email, opens a page that links its receipt. The Refund Policy sets out cancellation and refunds.

Cancelling a subscription

A subscription is cancelled in its Stripe billing portal, opened from its billing link. Cancelling stops renewal at the end of the paid period the subscription is in, and access continues through that period. If the billing portal cannot be opened, the page its billing link opens instead offers Cancel at the end of the current period, which works without the portal, states the end date before confirming, and emails a confirmation to the address on file. A subscription with entities managed by a parent company is billed through that company: an entity’s billing link offers a button that sends the billing link to the subscription administrator’s address on file. A one-time Snapshot has nothing to cancel. Written notice to legal@elasticd3m.com from the email address on the account also cancels exactly as the portal does, per the Refund Policy.

Refunds

A one-time Level 2 or Level 1 Readiness Snapshot is fully refundable until its PDF is delivered. Its order status page applies the Refund Policy to the purchase and, when it qualifies, shows a Request a refund button. One press stops preparation at once and records the request. The refund is issued to the original payment method once it is approved; its status shows on the order status page, and an email is sent when it is requested, refunded or declined.

A subscription’s first payment has a Request a refund button on the subscription’s order status page in two cases, each only before preparation of the first readiness package has started: the payment was taken while checkout was paused, or the intake was refused because the organization is not located in the United States. If that refund is approved, the subscription ends when the refund is issued. Any other subscription payment has no Request a refund button; the other refunds the Refund Policy and the Terms of Service provide for a subscription are requested by written notice to legal@elasticd3m.com.

Report downloads and copies

A delivered Level 1 or Level 2 Readiness Snapshot arrives by email. When a stored copy of it exists, the links email carries a Report download line that serves the same PDF.

The order status page for a purchase lists every document delivered for it. A document with a stored copy has a Download link, and Send a copy to my email sends any listed document again to the email address on the purchase. When no stored copy can be served, because none is held or it did not pass its integrity check, the same button prepares the document again from the data as it stands now, so it can differ from the first delivery, and sends it to that address.

When email to the address on a purchase is stopped (it rejected our message, a message was marked as spam there, or it asked us to stop), the order status page says which, keeps every download working, and offers two ways forward: move delivery to another address, confirmed by a link sent to that address only, or, after a spam report or a stop request, resume email at the same address with a 6-digit code sent to it.

Team sign-in

Team members sign in at the team page. When an organization has no admin seat yet, its delivery emails carry the link that sets one up, and the sign-in link goes to the email address on the purchase. An admin invites everyone else from the team page, and each invitee receives a link to set their own password.

A forgotten password: Set or reset password on the team page sends a link to the work email on the seat. A lost authenticator: sign in with a recovery code and set up a new authenticator, or ask another admin in the organization to reset it from the team page. When yours is the only admin seat, Authenticator unavailable sends a link that starts a reset; it completes 72 hours after it starts, and a notice with a cancel link goes to the seat’s address and to the address on the purchase.

Partner seats

A C3PAO, an MSP, MSSP or ESP, a prime, or an agency, program office or DIBCAC sets up its own seat from its page: For C3PAO, For MSP / MSSP / ESP, For Prime and For Agency / PEO. A confirmation link goes to the contact address entered there; opening it creates the seat and sends its private dashboard link to that address.

A seat’s current dashboard link can be sent to its contact address again:

Anyone holding a dashboard link can open that dashboard. Each dashboard has a Replace this link button: the new link is emailed to the seat’s contact address and the old one stops working at once. A contractor named by a partner decides on its own page, from the link in the notice it received, and can withdraw there at any time.

Larger organizations

Self-serve checkout covers up to 10 entities. A scope above 10 entities, or a custom contract structure, is not offered self-serve at this time. Level 3 and IL5 and above are not offered.

Written notices under the Terms go to legal@elasticd3m.com, and privacy requests to privacy@elasticd3m.com.

Terms of Service Privacy Notice Refund Policy SLA DPA