What are the support hours, priorities and service level agreements?

What are the support hours, priorities and service level agreements?

The support desk maintains regular business hours of 9 AM to 5 PM Eastern, Monday through Friday. Tickets will be responded to only during these hours, with the exception of urgent tickets.

 

Priorities and Service Level Agreements

Each issue that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue:

 

Low Priority

First Response SLA: 24 hours

Resolution SLA: 1 month

Low Priority tickets might be "nice to have" feature requests, account merges, comments about the software, and other issues that don't require a response right away.

 

Medium Priority

First Response SLA: 8 hours

Resolution SLA: 14 days

Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience. 

 

High Priority

First Response SLA: 4 hours

Resolution SLA: 2 days

High Priority tickets are issues and bugs in the software which impact a large part of site functionality and/or a large part of a site's userbase. These may include issues affecting (but not necessarily blocking) registration or payment. 

 

Urgent Priority

First Response SLA: 30 minutes

Resolution SLA: 1 day

Urgent Priority tickets are issues that prevent site access, registration and/or payment. An urgent ticket sends a personal email to our support team, as well as key members of our staff, and are the only issues that are worked outside of standard support hours. 

    • Related Articles

    • Support hours and response times - Enterprise SLA

      When is Paytia open for support The support team's hours of operation. Paytia support for raising support tickets is open 24 hours a day 365 days per year. Paytia runs an automated ticketing system outside of business hours of operations. Standard ...

    • Does using Paytia combat fraud?

      The quick answer is yes. Using Paytia's solutions means that you will be protecting your business, your staff and your customers. This will mean that your business will not have to store customer sensitive and private payment card details. Paytia is ...

    • Free set-up support

      Enquires on how to set-up Paytia's services We will help you get started with Secure Virtual Terminal. One of our dedicated team will call you to guide you through setting up your account. We can also answer any questions you may have ahead of taking ...

    • What payment types does Paytia support?

      Paytia enables multiple types of transaction to be made over the phone. This article explains the different options The Paytia platform is integrated with the payment gateways of banks and payment service providers. This allows merchants to process ...

    • Using test cards with the Paytia service

      How can I use a test card to verify Paytia works? Dummy or test payment cards can be used to trial your Paytia service with selected payment gateways. The list of supported gateways is expanding — contact Support for the latest list. To enable test ...