Finalise Agreements

📞 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 Marketing Resource Library	https://dash.readme.com/project/azupay-helpcentre/v1.0/docs/marketing	The Marketing section contains information to help setup Technical Integration Partners and their customer up for success when using Azupay solutions. Recommended resources are: Marketing materials and concepts Copywriting templates Logos and marketing kits
Azupay Guides	https://dash.readme.com/project/azupay-helpcentre/v1.0/docs/guides	The Azupay Guides includes important information on the following: UX guides Use cases Guidelines and agreements
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.

Here is the checklist.