Real human reply, not a queue.

Validera is founder-led. When you email support, a person who built the thing reads it. The page below tells you exactly how to reach us, what to expect, and how fast we’ll come back — for everything from a quick question to a production-down outage.

How to reach us

Pick the channel that matches what you need. All of them route to the same human inbox today; we just use the subject prefix to triage.

Response times

The targets below are what we aim for. Sydney AEST business hours are Monday to Friday, 9am–6pm. We’re honest: outside business hours we’ll see urgent things and reply, but the formal SLA only counts working time.

If you have a customer agreement, the SLAs in that document override these defaults.

Severity levels

Use these descriptions to pick a severity when you email. We’d rather you over-flag than under-flag — if it feels urgent, mark it urgent.

S1 – Critical. The Validera service is down or producing wrong verdicts in a way that’s actively blocking real bookings. Examples: the verdict API returns 500 for every request; the extension is showing “block” on bookings that should pass; agents can’t sign in.

S2 – Degraded. The service is technically working but slow or partially broken. Examples: extraction is taking 30+ seconds instead of 5–15; the side panel renders but the rules editor won’t save; one supported booking platform’s scraper has stopped working.

S3 – General. A question, a one-off issue, a configuration nudge. Examples: “how do I add a new agent?”, “why did this booking warn instead of block?”, “the audit CSV export needs a date column”.

S4 – Feature / doc. Future-looking improvements, doc fixes, “would be nice if”.

What to include in your message

The faster we can reproduce what you’re seeing, the faster we can reply with an actual answer instead of follow-up questions. Where it makes sense:

• Tenant or organisation name — so we can find you in the audit log immediately.
• Agent email if the issue is specific to one user.
• Ticket reference from your ticket system (e.g. the Zammad ticket ID), if a specific claim is involved.
• Booking URL if a specific booking is involved — redact anything sensitive first.
• Timestamp (with timezone, or just a screenshot of your clock) so we can find the matching log line.
• What you expected vs. what happened — one sentence each is fine.
• Browser console output if there’s a JavaScript error. Right-click in the side panel → Inspect → Console tab; copy any red lines.

Don’t worry about formatting. A short note that includes the basics beats a long, polished one that doesn’t.

Service status

If the extension is misbehaving, the first thing to check is validera.io/status — that page hits each backend live from your browser and tells you in seconds whether we’re responding. For 90-day historical uptime see stats.uptimerobot.com/TE2WEMLJx0.

If /status says everything is up but you’re still hitting trouble, email support@validera.io — that’s usually a network or auth issue between you and us. Confirmed customer-affecting incidents trigger a proactive email to your designated contact within one business day — per the policy described on /security.

Bugs and feature requests

Bugs. If something is broken, just email it — even small things like a typo on a button label. We’d rather hear about it.

Features. We keep a private backlog and work through it weekly. If you’ve asked for something and we said “noted”, that means it’s on the backlog — we’ll come back when it ships, or with a clear “not now” if it’s out of scope.

What gets prioritised. The order is roughly: (1) anything blocking a real production booking, (2) anything multiple customers have asked for independently, (3) work tied to a signed customer commitment, (4) everything else. Talking to us about your use case directly helps it move up.

Account and billing

Adding or removing agents. Today, an admin in your organisation does this in the Validera dashboard at app.validera.io. Email us if you can’t reach the dashboard or have lost admin access.

Tenant API keys. Issued and rotated by us. Email legal@validera.io for rotation or revocation.

Billing. Validera is in pilot today; designated pilot customers don’t pay. Once we leave pilot, billing details will be agreed in the customer agreement and we’ll notify you with at least 30 days notice before any change.

Contract changes, DPA, MSA. Email legal@validera.io. Our DPA template is available on request.

What we can’t help with

So you don’t spend your time waiting for a reply we can’t give:

• Issues inside your ticket system (Zammad bugs, account problems on your Zammad host). Talk to your Zammad admin or Zammad themselves.
• Issues on the booking platform itself (Airbnb listing errors, Stayz checkout glitches). We don’t control those sites; we just read them.
• Insurance policy questions — whether a claim’s rules should be configured one way or another. Validera enforces what your team configures; the underwriting decision sits with you.
• Booking refunds, charge-backs, supplier disputes. Validera doesn’t handle bookings or move money; it just verifies the agent’s about-to-book against the claim.

What to do next