Support that understands the workflow
GateCode separates urgent verification or access issues from ordinary account questions so operational incidents can be prioritised quickly. Contact support@gatecode.co.uk for service support.
Priority model
| Priority | Typical example | Response target |
|---|---|---|
| P1 — Critical | Widespread inability to verify live GateCodes, major authentication outage or confirmed active security incident. | Initial technical response targeted within 30 minutes during published critical-support coverage. |
| P2 — High | Major organisation workflow impaired, repeated verification failures affecting a site, or admin access blocked. | Initial response targeted within 4 business hours. |
| P3 — Standard | Account help, configuration, reporting questions, onboarding and ordinary product issues. | Initial response targeted within 1 business day. |
Contractual enterprise service levels may define different coverage windows, response targets and escalation contacts.
What to include
- Organisation or account email.
- Approximate time the issue occurred.
- Which page or workflow was affected.
- Error message or screenshot where safe to share.
- GateCode reference only where needed—never send passwords or session tokens.
Support access and privacy
GateCode support does not require hidden bypass access to customer secrets. Where diagnostic access is needed, platform-owner diagnostic controls and auditable administrative actions are used rather than exposing password hashes or collector share secrets.