Last updated: 5th June 2026
This Support Policy describes how Vercidium Pty Ltd ABN 19 651 128 460 (Vercidium, we or us) provides support for Vercidium Audio. It is the Support Policy referred to in the EULA, the Additional Terms and any Order Form, and we may update it from time to time.
Capitalised terms used and not defined in this Support Policy have the meaning given in the EULA. This policy should be read with the EULA and any applicable Additional Terms (including the Indie Licence Terms and the Studio Licence Terms) and, for a Studio Licence, the Order Form. Community conduct is governed by our Community Acceptable Use Policy, and personal information by our Privacy Policy.
We provide support on a reasonable-endeavours basis. Nothing in this policy guarantees that any issue will be resolved, and this policy is subject to any rights you have under the Australian Consumer Law or other law that cannot be excluded. Where an Order Form specifies a support level for a Studio Licence, that Order Form prevails over this policy to the extent of any inconsistency.
We provide support through the following channels:
•Public GitHub issues - our primary channel for bug reports and technical questions. Issues are public, so do not post confidential or personal information.
•Discord - our community servers, for discussion and community help.
•Email - [email protected], for licensees whose tier includes email support (see Support tiers below).
Support is provided in English. For a Studio Licence, additional or different channels may be set out in the Order Form.
The support available to you depends on your licence tier:
| Tier | Support channels | Service level |
|---|---|---|
| Non-Commercial (free) | Public GitHub issues; Discord community | Community, best-effort; no guaranteed response |
| Indie (paid, per title) | GitHub issues; Discord; email to [email protected] | Reasonable endeavours; priority over free users |
| Studio (negotiated) | As set in the Order Form (may include a dedicated or private channel); otherwise priority email plus the community channels | As set in the Order Form; otherwise standard Studio arrangements, reasonable endeavours |
Non-Commercial. If you use Vercidium Audio under the Non-Commercial Licence, support is limited to the community channels (public GitHub issues and Discord), provided on a best-effort basis with no guaranteed response.
Indie. If you hold an Indie Licence, you may use the community channels and also receive email support at [email protected] using the email address used to purchase the applicable Indie Licence, and such support is provided on a reasonable-endeavours basis with informal priority over Non-Commercial users.
Studio. If you hold a Studio Licence, you receive priority support at the support level set out in your Order Form, which may include a dedicated or private channel and any response targets agreed there. Where the Order Form does not specify a support level, the standard Studio arrangements apply: priority email support at [email protected] together with the community channels, on a reasonable-endeavours basis and with priority over the Indie and Non-Commercial tiers.
We aim to acknowledge and triage support requests as soon as practicable, and to help resolve genuine issues with Vercidium Audio on a reasonable-endeavours basis.
We do not guarantee any response or resolution time, except where an Order Form for a Studio Licence specifies a response target, in which case that target applies on the terms of the Order Form.
We generally provide support on Australian business days (Sydney time), excluding public holidays. We triage and prioritise requests at our discretion, taking into account factors such as the severity of the issue, the licence tier, and whether the issue is reproducible.
Support covers reasonable assistance with:
•installing and configuring Vercidium Audio and its software development kits and plug-ins;
•integrating Vercidium Audio into a supported game engine (for example, Godot or Unreal), to the extent of the integration points exposed by Vercidium Audio;
•diagnosing and, where practicable, fixing reproducible faults in Vercidium Audio; and
•understanding the documentation and the intended use of Vercidium Audio.
Support does not include, and we are not obliged to provide:
•custom development, or building features, integrations, content or assets on your behalf;
•debugging, fixing or optimising your own game, application or code, other than the points at which it integrates with Vercidium Audio;
•issues caused by third-party engines, tools, libraries, operating systems or hardware, or by modified, unofficial or otherwise unsupported builds of Vercidium Audio;
•general game-development, audio-design or business consulting;
•support for versions of Vercidium Audio outside the supported-versions window (see Supported versions below); or
•anything we provide as paid professional services, which are arranged separately and, for a Studio Licence, set out in the Order Form.
Please report bugs through GitHub issues, including the version of Vercidium Audio, your platform and engine, clear steps to reproduce the issue, and any relevant logs.
We review bug reports and feature requests and prioritise them at our discretion. We do not promise to fix any particular issue or to implement any feature request.
If you discover a security vulnerability, please report it privately to [email protected] rather than through public channels, so that we can address it before it is disclosed. We prioritise security issues.
We provide support only for the most recent patch release of each minor version of Vercidium Audio (e.g. 1.1.2, not 1.1.0 or 1.1.1). Upon the release of a new minor version, support for the previous minor version's most recent patch release will continue for 6 months from that date, after time which support will be discontinued.
We recommend keeping up to date with the latest release. Which versions and Updates you are entitled to receive is governed by the EULA and your licence, not by this policy.
To help us help you, you should:
•use a supported version of Vercidium Audio;
•give us enough information to understand and reproduce the issue, including the version, platform, engine and steps to reproduce;
•not post confidential or personal information in public channels such as GitHub issues or Discord;
•comply with our Community Acceptable Use Policy when using the community channels; and
•respond to reasonable requests from us for further information.
Support is provided on a reasonable-endeavours basis. We do not warrant that any issue will be resolved, that any defect will be corrected, or that support will be uninterrupted or error-free.
Nothing in this policy excludes any right or guarantee that cannot be excluded under the Australian Consumer Law or other law. Subject to those rights, our liability in connection with support, and the support we provide, is subject to and limited as set out in the EULA and any applicable Additional Terms.
We may update this Support Policy from time to time. The current version is available on our website, with the "last updated" date at the top. A change to this policy does not reduce any support level expressly agreed in an Order Form for its term.
To contact us about support: [email protected], or use the GitHub and Discord channels described above. Vercidium Pty Ltd ABN 19 651 128 460, Suite 318, 20-40 Meagher Street, Chippendale NSW 2008, Australia.
© Vercidium 2026