Citation FAQ - Frequently Asked Questions
Frequently Asked Questions
How does the onboarding process work?
Our onboarding process is structured and efficient. Once you're in the queue, we'll contact you before your scheduled onboarding date. The process includes your account setup, inital reporting template creation, data migration if needed, and comprehensive training for your team. The standard onboarding fee is $1,995 AUD (GST inclusive).
What technical integrations are available?
Citation integrates with common civil engineering software and tools. We support data import/export in standard formats, API access for custom integrations, and direct connections with popular engineering and ERP software. Specific integration requirements can be discussed during the onboarding process.
What happens if I need to cancel my order?
We offer a full refund guarantee for any reason. If you cancel, you'll receive a complete refund of your pre-payment, less any third-party payment processing fees, though you will forfeit your position in the onboarding queue.
Can I add more licenses later?
Yes, you can add more licenses at any time. Additional licenses purchased after the order period will be at the standard rate, but your ordered licenses will retain their discounted rate for life.
How are order payments processed?
We accept payments via Credit Card (Stripe), PayPal, or Bank Transfer (EFT). All transactions are secure and you will receive a valid Australian tax invoice (including 10% GST) via email.
What are your privacy and data handling policies?
We take privacy and data security seriously. All customer data is handled in accordance with our Privacy Policy, which outlines how we collect, use, and protect your information. We employ industry-standard security measures and are working towards ISO 27001 and SOC 2 certifications. For full details, please see our Privacy Policy or contact us with any questions.
What locations is my data stored in Citation?
Your data sovereignty and protection is important to us, therefore, all customer data is stored in Sydney, Australia. All customer data is encrypted at rest and in transit. For more details, please see our Security Policy.
How accurate are the reports produced by Citation?
Citation automatically gathers relevant data sources and generates summaries with domain-specific checks. However, it remains the report owner's duty to review the technical details and adjust the narrative before sign-off. Ultimate engineering accuracy and regulatory compliance still rests with the report owner.
What are Citation's data-deletion policies?
When you delete a file, data source, or entire project in Citation, the associated content is immediately marked for removal from live storage and is then permanently purged from all active databases and search indexes during the next secure-erase cycle; we do not retain or resurrect customer-deleted data. If you close your account, the same process is triggered platform-wide—every report, source file, attachment, and generated artifact linked to your workspace is irreversibly wiped from production systems and scrubbed from encrypted backups within our standard retention window, leaving no customer data behind.
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