Always first
Service status
The real-time source of truth for outages and degradation.
status.vericode.com.auCustomer playbook D
Know what goes where
Classify the situation, contact the right person, and keep live fraud separate from ordinary product support.
Download the printable escalation cardSeverity matrix
Your firm completes the named-contact blanks on the downloadable card. Do not wait for a support reply while money is moving.
| Severity | Example | First contact | Then |
|---|---|---|---|
| S1 — fraud in progress / money moving | Failed verification on a payment change | Named compliance officer: ______ | Bank → ReportCyber → SMR assessment |
| S2 — can’t verify, transaction pending | Vericode down mid-settlement | Fallback procedure (Playbook A) | Vericode support if unclear |
| S3 — product problem, no live risk | Extension broken for one user | Office admin: ______ | [email protected] |
| S4 — question / billing | Invoice query | [email protected] | — |
Vericode support tiers
Product support
One business day
Email [email protected]. The target is within one Australian business day, with same-day attention for S1 and S2 during AEST/AEDT business hours.
Security
Suspected compromise
Use [email protected] for vulnerability disclosure or a suspected compromise of Vericode.
There is no 24/7 support desk
The status page and degraded-mode guidance remain available around the clock. If fraud is live, contact your bank and external reporting channels immediately; do not wait for Vericode support.
Not legal advice. Your firm should approve its escalation contacts, insurer notification steps, regulatory reporting decisions, and emergency procedures.