General & support
hello@asternoos.com
Product questions, help using Asternoos, bug reports, feature requests.
Billing & refunds
hello@asternoos.com
Invoices, plan changes, refund requests. See the Refund Policy.
Privacy & data protection
privacy@asternoos.com
Access, correction, export, and deletion requests. We respond within 30 days.
Security
security@asternoos.com
Vulnerability reports and security questionnaires. Acknowledged within 3 business days.
Legal & contracts
legal@asternoos.com
Data Processing Agreements, terms, and institutional contracts.
Clinics & hospitals
hello@asternoos.com
Team pricing, pilots, and rollout for departments or institutions.
Response times
| Type of request | Target response |
|---|---|
| General support and billing | 2 business days |
| Security vulnerability reports | 3 business days to acknowledge |
| Data protection rights requests | Within 30 days, as required by KVKK |
| Reported data breach affecting a customer | Notification without undue delay, normally within 24 hours of confirmation |
What to include
To help us resolve things on the first reply, please tell us:
- The email address on your Asternoos account.
- What you were trying to do and what happened instead.
- For billing issues: the approximate date and your Paddle invoice or transaction ID.
- For bugs: your browser or device, and the approximate time it happened.
Please do not send patient-identifying information by email. Reference a note or record by its identifier in the app instead, and we will look it up.
Support language
We provide support in Turkish and English.
Company details
Asternoos is operated from Türkiye. Purchases are sold and invoiced by Paddle.com Market Ltd as our merchant of record; Paddle's details appear on your invoice and payment statement.
For our full registered company information, email legal@asternoos.com.