Sumsub Customer Support Guidelines

These Sumsub Customer Support Guidelines (the "Guidelines") describe the scope, nature, and limitations of assistance that may be provided by Sumsub Customer Support to Customers in connection with Customers’ use of Sumsub’s products and services.

In particular, these Guidelines define (i) the categories of matters in respect of which Sumsub Customer Support may provide assistance, (ii) the obligations and responsibilities that remain solely with Customers, and (iii) the services, actions, and areas of support that are expressly excluded from the scope of Sumsub Customer Support.

For the avoidance of doubt, these Guidelines apply exclusively to support provided to Customers and shall not be interpreted as extending to, or including, any direct interaction with Customers’ end users. In these Guidelines, “Customers” means legal entities that use or otherwise have access to Sumsub’s products and services for their own internal needs or further redistribution on the basis of a contract concluded with any entity forming part of Sumsub Group (including affiliates and independent licensed distributors).

These Guidelines are provided for informational purposes only and do not form part of any contract or create any obligation binding on Sumsub. The scope of support actually provided to any particular Customer will remain subject to their respective contract with Sumsub. Sumsub may update these Guidelines from time to time to reflect changes in its support practices.

Sumsub is committed to supporting its Customers in the effective use of its products and services.
The Sumsub Customer Support Team provides practical, timely assistance to help resolve product-related issues and ensure a smooth experience.

I. Scope of Sumsub Customer Support assistance

Sumsub Customer Support may assist across multiple areas, including technical support for product- or system-related issues, as well as customer support, helping Customers with broader questions related to operational or procedural matters.

In particular, the categories of requests that may be covered include, but are not limited to:

Product-related questions and guidance on configuration, standard functionality, and expected product behavior;
Troubleshooting technical issues, including investigating root causes, suggesting workarounds, escalating product defects as needed, and providing updates on the progress of issue resolution;
Data management, including data deletions.
Compliance and operational inquiries, including questions related to Sumsub processes, solutions for particular jurisdictions, and other relevant guidelines;
General corporate or operational questions, including Sumsub’s audits, certifications, licences, and similar matters.

1. Communication with third parties

Sumsub Customer Support communicates directly with the Customer (as defined in these Guidelines) and does not provide the assistance described above to any third parties outside the Customer, including the Customer’s contractors, service providers, or other entities engaged by the Customer.

2. Product administration

Sumsub Customer Support does not make changes to a Customer’s production environment that can be performed by the Customer’s authorized personnel. This includes, for example, setting up verification levels, configuring workflows, changing review results, or other changes described in product documentation. Sumsub Customer Support is available to provide guidance and answer questions to help Customers make these changes confidently.

3. Integration and customization activities

Sumsub Customer Support does not build, write, or customize integrations for the Customer.
This includes implementing third-party integrations, writing API requests, preparing custom scripts, or supporting custom development beyond standard Sumsub product functionality.

4. Product training and consultancy

Sumsub Customer Support does not provide product training, onboarding, or consultancy services.
If needed, these services can be arranged separately through the appropriate Sumsub team at the Customer’s request.

5. Handling of personal data on the Customer’s behalf

Sumsub Customer Support does not export or otherwise process personal data on the Customer’s behalf for operational, audit, reporting, or similar purposes, except where necessary to comply with applicable legal or contractual obligations. The Customer is expected to handle such activities through its authorised personnel and available product functionality.

6. Data Subject Access Requests

Sumsub Customer Support does not assess, validate, or respond to Data Subject Access Requests relating to personal data controlled by the Customer. Where Sumsub receives such requests directly, it may redirect or forward them to the relevant Customer. Sumsub provides support only to the extent applicable to its obligations as a data processor and does not handle such requests independently. Responsibility for handling and responding to DSARs remains solely with the Customer.

7. Solution design and implementation planning

Sumsub Customer Support does not provide solution design services.
This includes gathering or analyzing business requirements, advising on use case implementation, or designing a custom setup or high-level solution.
Where needed, such services can be arranged separately through the appropriate Sumsub team at the Customer’s request.

8. Support for third-party products

Sumsub Customer Support provides assistance only for the Sumsub platform and its components.
Sumsub Customer Support does not provide support for the Customer’s internal tools, third-party software, or external systems, even where they are used together with the Sumsub product.
Customer should contact the relevant vendor or supplier for such support.

9. Manual checks and decision overrides

Sumsub Customer Support does not perform manual document checks, verification reviews, double-checks, or decision overrides at the Customer’s request.
Customers remain responsible for reviewing their end users’ data, assessing outcomes, and making decisions according to their internal policies.
If the Customer believes that a result was caused by a product error, Sumsub Customer Support can investigate the matter as a product-related issue, but does not re-perform the verification or make the underlying business decision on the Customer’s behalf.

10. Legal Advice

Sumsub Customer Support does not provide legal, regulatory, risk, or compliance advice, and any guidance provided by Customer Support should not be relied upon as such.

II. What is required to engage Sumsub Customer Support

To help us assist you more efficiently, please make sure you’ve taken the necessary actions outlined below before contacting Sumsub Customer Support.

1. Initial assessment prior to escalation

Before contacting Sumsub Customer Support, the Customer is expected to review the available technical, product and operational documentation (available at https://docs.sumsub.com/ and https://sumsub.com/) and do a preliminary check of its issue or question.

2. Clear formulation of the issue

The customer should clearly describe the issue, including relevant error messages or outputs, explain the expected result, and ensure that any third party requesting support (if applicable) has followed the recommended steps and provided all necessary information.
Escalated requests should include sufficient detail for Sumsub Customer Support to investigate and help effectively.

Please note: The Customer is expected to provide timely cooperation and reasonably requested information, materials, access, and personnel necessary for investigation of a reported issue. Sumsub is not responsible for delays or inability to investigate caused by incomplete information or lack of cooperation.