Is the easyAML support team based in Australia?
Yes, our support team is Australian-based.
There are two functional groups within the team:
- Customer Success - handles subscribers (the firms using easyAML). Onboarding, account management, configuration support, escalations on operational questions.
- Customer Support - handles end-clients (the customers being verified). Questions about VOI link issues, document capture, payment problems.
Both are based in Australia, work within Australian business hours, and operate with an understanding of the local regulatory landscape, sector terminology and customer expectations. This is a deliberate positioning choice - AML compliance involves sensitive personal data, regulatory nuance and time-zone-aligned response expectations, all of which are better served by Australian-based support.
For customers asking from a procurement / vendor-risk perspective: this is documented as part of the broader operational position alongside the AWS Sydney hosting and ISO 27001 certification.