Our Support Program
Responsive help from people who understand both the software and AML compliance.
What's included
- Onboarding and initial configuration assistance
- Help desk support through our online ticket system and email
- Software updates and maintenance releases
- Guidance on monitoring rules, thresholds and alert handling
- Refresher training for new and existing users
How requests are prioritised
Every ticket is assigned a priority so the most pressing issues are handled first:
- Critical — the system is unavailable or monitoring has stopped
- High — a major feature is not working and there is no workaround
- Normal — a feature is not working as expected but a workaround exists
- Low — questions, how-to requests and suggestions
Getting help
The fastest way to reach us is to submit a support ticket. You can also email info@amlgateway.com. Please include your organisation name, the product you are using and as much detail as possible about the issue.
Need help now?
Open a ticket and our team will follow up.