🤝 Support and Availability
Integration, aftercare, and BAU support for partners and clients
AUDD provides support for clients and partners across all stages of engagement - from integration into our product suite to ongoing business-as-usual (BAU) operations. This guide outlines the available support channels, including priority support for integration partners, general support for platform listings, service monitoring, and availability expectations.
⭐ Priority Support
Priority support is available for partners completing integrations into our product suite (AUDD Gateway, AUDD Mint). Once your application has been approved, we will create a dedicated Slack channel for your team.
Support is provided throughout the integration process, during aftercare, and for ongoing BAU operations. When you post your query, an AUDD support team member responds with guidance or requests additional details if needed. Once the issue is resolved, confirmation is provided in-channel, or if the matter is more complex, it is escalated internally by our team.
Within this channel, you will have access to AUDD team members who can assist with:
- Technical integration queries
- Payment processing issues
- Operational support needs
At the beginning of your integration journey, your dedicated account manager will schedule a kick-off session with your team to discuss the flow of your integration and answer any preliminary questions. Following this, regular check-ins are arranged on a weekly, fortnightly, monthly, or as-needed basis - depending on your team’s preferences - to ensure you receive ongoing guidance and support.
💬 General Support
For teams listing AUDD on their platforms or completing basic integrations, general support channels are available.
You can:
- Submit a support ticket for technical or payment queries.
- Open a thread in our community developer forum, which is actively monitored.
Once your request has been received, a member of our AUDD team will triage your request based on priority, and provide a response as soon as possible.
📊 Service Monitoring
Our Status Page provides real-time monitoring of AUDD services, including:
- Platform uptime
- Scheduled maintenance
- Unplanned outages or disruptions
We recommend that partners integrating with AUDD subscribe to this service for proactive updates.
⏰ Availability
Our team supports partners across multiple jurisdictions. We aim to be flexible, but there are defined coverage windows:
- Business Hours: 10am - 10pm AEST, Monday-Friday
- Outside Hours / Weekends / Public Holidays: Support limited to emergencies or critical incidents
For priority support, we respond as soon as possible during business hours. General support requests typically receive a response within 1-2 business days, though during busy periods this may extend to up to 5 business days.
Our escalation path ensures issues are handled appropriately: general support queries should be submitted through the community forum; if the matter is critical to your integration, this can be escalated via Slack (for integration partners) or our ticket system for ecosystem concerns. Critical incidents are treated as emergencies with a rapid response.
Updated 3 months ago