Support & Help
For all questions about CERTavia scans, reports, Sovereign Vault access and billing.
01: Contact
Email: Contact form
Response time: within 1 business day (Mon–Fri, CET/EST)
For billing questions, please include your order reference and payment confirmation. For technical issues, please name the scanned domain and describe the error.
02: Scan workflow
After payment confirmation, you will receive a token link to the scan form by email.
Step 1, enter domain: Enter the target domain (including https://) and start the scan. The scan covers 80+ parameters across 6 clusters and takes about 90-120 seconds.
Step 2, retrieve report: After the scan completes, the Sovereign Vault link appears directly in the scan result and in the PDF report. The report contains the CERTIFIED / FAILED verdict, the CES score with cluster details, critical findings with recommendations, cryptographic signature and timestamp, and JSON + CSV log output.
03: Sovereign Vault access
The Sovereign Vault link appears in the result and in the PDF after the scan completes. Basic reports remain available in the Vault for 90 days and are then automatically deleted. Pro reports are stored without an automatic expiration date.
The scan access code (token link) you receive by email after purchase is valid for 30 days. Redeemed tokens automatically expire after 30 days.
If you have not received your token link 10 minutes after purchase, check your spam folder and contact us with your order reference.
04: Refunds
The full terms can be found at certavia.org/widerruf (DE).
In short: all sales are final after scan initiation. Refunds are possible for technical errors on the provider side, duplicate payments, and written cancellation requests submitted before the scan begins.
05: Frequently asked questions
What is the difference between Basic and Pro?
Both run the same full scan, 80+ parameters across 6 clusters. The difference is the Vault: Basic is available for 90 days. Pro is stored without an automatic expiration date and is suitable for audit dossiers and Conformity Assessment documentation.
How long does a scan take?
About 90 to 120 seconds. The Vault link appears directly in the scan result and in the PDF report. The email after purchase contains only the scan access code (token). No further email follows after the scan itself.
What does CERTIFIED / FAILED mean?
The verdict is binary. CERTIFIED means: CES score ≥ 75 and cluster F (AI governance) ≥ 40. All other results result in FAILED. There is no PARTIAL.
Can I scan a domain I don't own?
At checkout, you confirm via a required field that you are authorized to commission the scan. Full legal responsibility lies with the customer.
I need a formal invoice.
A payment confirmation is automatically sent by Stripe. For formal invoices with company details, contact us with your order reference.
What is the quick test?
The quick test at certavia.org/en/quick-test is a self-assessment questionnaire, not a technical scan. It helps assess whether a full CERTavia scan makes sense.
How do I book an Annual or Enterprise plan?
Annual Starter and Annual Subscription can be booked directly via Stripe — no call, no request form. Enterprise (custom terms, SLA, API access) runs through the contact form.
How do I get access to the customer portal?
For Annual Starter, Annual Subscription and Enterprise, access to the customer portal is automatically enabled upon contract conclusion — for the ongoing management of your reports and domains. There is no need to create a separate account: enter your purchase email address on the portal login page, and you will receive a login link by email (no password required).
For Basic, Pro and Bulk, delivery happens exclusively via the scan access code (see 02) — no automatic portal access. On request, our support team can manually enable customer portal access for your purchase afterwards; contact us with your order reference.
06: Contact
Contact form
certavia.org/en/support
Litzki Systems LLC · 7901 4th St N, #32272 · St. Petersburg, FL 33702 · USA