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 support
Monday to Friday 08:00 to 18:00 (BST/GMT)
Advanced support
This is a premium service for customers who want supprt assistance outside of the standard hours of operation. Support plans are purchased through sales@paytia.com
Key support information links
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Link to email support |
Paytia accepts email support questions 24 hours per day x 7 days per week. Emails can be submitted to techsupport@paytia.com. |
|
Link to support contact form |
You can submit a support case by using this form https://www.paytia.com/en/help/kb-tickets/new |
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Link to your knowledge base or forums |
Please visit www.paytia.com/help |
First Response SLA
This is the maximum amount of time that our customers should expect to wait until they receive their first response from a member in your Customer Support team.
Paytia will log all support inquiries immediatley and a ticket will be generated and automatically sent back to the person who logged the case.
Paytia will automatically allocate support cases to its support team for review and follow up.
In office hours you can expect a response within 2 hours. Cases are escalated based on the criticallity of case raised.
Support response time
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
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Priority |
Description |
Response time |
|
High |
Severe impact to one or more features of the service making it unavailable |
0-2 hours (during business hours) |
|
Medium |
Moderate impact to one or more features of the service |
12 hours |
|
Low |
Issues that do not impact usage |
2 business days |
Customer responsibilities
Customer responsibilities and/or requirements in support of this SLA include:
- Payment for all support costs at the agreed interval.
- Reasonable availability of customer representative(s) when resolving a service related incident or request