GIACT Customer Service: Expert Guide for Implementation, Support, and Operations

What GIACT customer service covers — scope and service expectations

GIACT provides fraud detection, identity verification, and payment-risk solutions used by banks, fintechs, and merchants. Customer service is not limited to reactive ticketing: a mature program includes onboarding project management, technical integration support for REST/SOAP APIs, production monitoring, and a formal escalation path for operational incidents. Expect support that covers API keys and credential rotation, test-to-production migrations, and periodic health reviews.

Operational expectations for enterprise customers typically include a documented SLA, regular account reviews, and collaborative tuning of rules and thresholds. Typical SLAs available in the market and commonly offered by providers like GIACT include uptime commitments of 99.95%, median API latencies under 200 ms, and targeted resolution windows (see “Escalation and response” below). Exact SLA terms and reporting cadence are contract items and should be negotiated up front.

Contact channels, SLAs, and escalation matrix

Primary support channels are usually: a dedicated account manager for strategic issues, a technical support portal for tickets, and an engineering escalation line for production P1 events. Many vendors also provide a 24×7 emergency phone escalation for P1 outages; confirm availability in your contract. For routine issues, expect initial acknowledgements within 4–8 business hours and substantive responses within 24 business hours for noncritical cases.

A practical escalation matrix you should require in the SOW:

• P1 (production outage, complete service interruption): acknowledgment ≤1 hour, work-around or hotfix plan within 4 hours, continuous updates until resolved.
• P2 (major degradation, impacting revenue): acknowledgment ≤4 hours, resolution target 24–72 hours depending on root cause.
• P3 (minor bug or feature request): acknowledgment ≤24 hours, target resolution in a future release cycle or scheduled patch.

Document names, phone numbers, and 24×7 contacts in the contract annex so both sides have clear ownership during incidents.

Onboarding and technical integration

Onboarding should include a project plan with milestones (sandbox sign-up, API key provisioning, test flows, user acceptance testing, and production cutover). Typical implementations take 4–12 weeks for a standard integration and 12–24 weeks for complex, multi-country deployments. Deliverables should include example request/response payloads, sample code in at least two languages (e.g., JavaScript and Java), and automated test suites that exercise all major transaction types.

Key operational items during integration: implement retry logic with exponential backoff, instrument end-to-end monitoring (latency, error rates, throughput), and enforce secure credential storage. In production, set up alert thresholds (e.g., error rate >1% sustained for 5 minutes or 50% increase in average latency) so the GIACT support team and your SREs are notified simultaneously.

API behavior, performance targets, and monitoring

Expect APIs to expose endpoints for identity verification, account validation, and transaction risk scoring. Typical contract metrics to request:

• Uptime: 99.95% or higher (monthly); include credits for breaches.
• Latency: median <200 ms, 95th percentile <500 ms.
• Throughput: negotiated peak TPS (transactions per second) and burst capacity.

Instrument both sides with distributed tracing (trace IDs) so support teams can correlate client call IDs with provider logs during investigations.

Pricing, contracts, and cost management

Pricing models for identity/risk services are commonly: per-lookup (volume-based), subscription with monthly minimums, or enterprise flat-fee with unlimited lookups for a fixed price. Typical price ranges in the industry are $0.005–$0.20 per lookup depending on volume and data depth; setup fees can range from $3,000–$25,000 for custom integrations, and monthly minimums often start at $500–$2,500. Always request an itemized quote showing the unit price by lookup type (basic ID, deep-identity, device + behavioral) and any pass-through third-party data costs.

Negotiate tiered volume discounts, committed monthly minimums, and clearly defined overage rates. Include a 30–90 day proof-of-concept period with capped fees where possible so you can validate the false-positive/false-negative trade-offs before full production commitment.

Compliance, data retention, and privacy

Vendors in this space should demonstrate independent audits such as SOC 2 Type II and PCI-DSS where card data is handled. For global deployments confirm GDPR and CCPA practices: data minimization, purpose limitation, and documented data-retention policies. Typical retention windows for transaction and risk data are 1–7 years depending on regulatory needs; contracts should state retention lengths, deletion processes, and support for subject access requests.

Security items to validate during procurement: encryption in transit (TLS 1.2+), encryption at rest (AES-256), key management practices (rotation cadence), and penetration test reports (annual). Require breach notification timelines (e.g., notify customers within 72 hours of discovery) and ask for example runbooks for containment and remediation.

Troubleshooting, tuning, and long-term support

Operational excellence requires a schedule of periodic reviews: monthly operational reports (uptime, latency, error rates), quarterly business reviews (KPI alignment, fraud trends), and annual security reviews. Use these meetings to tune scoring thresholds and whitelist/blacklist logic; many customers see false-positive reductions of 20–40% within 3–6 months of active tuning.

For efficient troubleshooting, maintain a joint runbook that includes: test account credentials, example failed transactions, log extraction steps, and the specific data elements captured in each lookup. That preparation shortens mean time to resolution and keeps both support teams focused on root cause rather than data gathering.

Where to start and how to contact

Begin by requesting a technical datasheet and a sandbox account; validate API calls end-to-end with your real traffic patterns. For current contact information, pricing, and product documentation, go to the official site: https://www.giact.com. For procurement or sales questions use the contact/sales form on the site so you receive a tailored quote and an NDA if required.

Finally, insist on a written support appendix in any master services agreement that captures SLAs, escalation paths, data-handling commitments, and pricing specifics. That documentation is where customer service quality becomes a contractual, auditable commitment rather than an informal promise.

What does GIACT verify?

Provide Real-Time Verification
In addition to verifying the status of an account, the service verifies the account owner’s information you have, which may include their name, address, and birth date. This gives your business information that can be used to make a decision about whether to proceed with the transaction.

Is GIACT a consumer reporting agency?

GIACT is a consumer reporting agency that verifies and authenticates checking and savings accounts and resells reports prepared by third parties, such as Early Warning Services.

What banks use GIACT?

Companies Currently Using GIACT

Company Name	Website	Phone
Huntington National Bank	huntington.com	(800) 480-2265
Maverick Payments	maverickpayments.com	–
The Baltimore Life Insurance Company	baltlife.com	(304) 894-3658
ONE	oneinc.com	(866) 343-6940

How do I speak with someone at GIACT?

If you are a customer requiring immediate support, please contact us at [email protected] or call 866-918-2409. For up-to-date news about GIACT, please follow us on Twitter and LinkedIn. For general questions, please email [email protected].

How do I speak with a Chime agent?

How do I speak to a live person at Chime?

1. Chat feature on the Chime app (navigate to Settings → Help)
2. Phone: (844) 244-6363.

Does Lseg own GIACT?

LSEG purchased GIACT Systems is now a part of LSEG Risk Intelligence.