Partners Support & Guides
📞 Customer Support
| Contact and Resource | Contact Details | Summary |
|---|---|---|
| Azupay Service Desk | https://azupay.atlassian.net/servicedesk/customer/portal/3 | The Azupay Service Desk is accessible online and provide business and technical support |
| Azupay Resource Library | Frequently Asked Questions Marketing Guides | The following links contains information to help setup Technical Integration Partners and their customer up for success when using Azupay solutions. Recommended resources are: 1. FAQs 2. Marketing Resources 3. UX Guides & Use Cases |
| Azupay Operational Systems Status | https://status.azupay.com.au | The Azupay Operational Systems Status Page shows all Azupay systems current and past availability. We recommend subscribing for updates on this page for email notification if there are any disruptions |
🛠️ Service Level Agreements
The following Azupay Payment Services provided are by this SLA:
Tier 1
- Azupay APIs access and operations
- Azupay UI/UX components
Tier 2
- Azupay Customer portal
- Azupay service desk
Azupay categorises incidents into Severities 1 to 4 and provide the following Responses and Resolutions SLAs.
| Severity | Description | First Response | Target Resolution Time |
|---|---|---|---|
| 1 | Total loss of service to Tier 1 services or an issue impacting a significant number of customers that prevents payments being taken. No workaround is available. | 60 minutes. | 4 hours |
| 2 | Issue impacting some users of a Tier 1 service, intermittent issues or issues where a workaround is available. Issue with a Tier 2 service impacting a significant number of customers. | 60 minutes | 24 hours |
| 3 | Minor issue in either a Tier 1 or Tier 2 service that does not impact merchants ability to process payments or where a simple workaround is available. | 1 business day | 5 business days |
| 4 | Request for system enhancement such as altering a report or providing additional data fields. | 5 business days | As agreed with the merchant |
🛍️ Merchant Go-Live Checklist
Launching with Azupay
As part of the go live certification, Technical Integration Partners in consultation with the sub-merchant are required to verify that the sub-merchant is ready to move into production.
We recommend sharing the "Launch with Azupay" checklist with the sub-merchant and verifying sub-merchants are ready for a live account.
Updated 5 months ago