Finalise Agreements

📞 Customer Support

Contact and ResourceContact DetailsSummary
Azupay Service Deskhttps://azupay.atlassian.net/servicedesk/customer/portal/3The Azupay Service Desk is accessible online and provide business and technical support​
Azupay Marketing Resource Libraryhttps://dash.readme.com/project/azupay-helpcentre/v1.0/docs/marketingThe Marketing section contains information to help setup Technical Integration Partners and their customer up for success when using Azupay solutions.

Recommended resources are:​

1. Marketing materials and concepts
2. Copywriting templates
3. Logos and marketing kits
Azupay Guideshttps://dash.readme.com/project/azupay-helpcentre/v1.0/docs/guidesThe Azupay Guides includes important information on the following:

1. UX guides
2. Use cases
3. Guidelines and agreements
Azupay Operational Systems Statushttps://status.azupay.com.auThe 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.​

SeverityDescriptionFirst ResponseTarget Resolution Time
1Total 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
2Issue 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 minutes24 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 day5 business days
4Request for system enhancement such as altering a report or providing additional data fields.​5 business daysAs 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.​

Here is the checklist.