Support hours and response times

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 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

Key support information links

Link to email support

Paytia accepts email support questions 24 hours per day x 7 days per week. Emails can be submitted to

Link to support contact form

You can submit a support case by using this form

Link to your knowledge base or forums

Please visit

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 immediately 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 criticality 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:



Response time


Severe impact to one or more features of the service making it unavailable

0-2 hours (during business hours)


Moderate impact to one or more features of the service

12 hours


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

Paytia Service Levels 


This Schedule defines the service relationship between Paytia and their Merchant Customer and specifies what services are covered and the levels of service support. (Service Level Agreement)

Goals and objectives

The purpose of this Service Level Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Merchant Customer by Paytia.

The goal of this Service Level Agreement is to obtain mutual agreement for IT service provision between Paytia and their Merchant Customer.

The objectives of this Service Level Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities
  • Present a clear, concise and measurable description of service provision to the Merchant Customer 
  • Match perceptions of expected service provision with actual service support and delivery

Periodic Review

The Paytia Service Delivery Manager (Document Owner) is responsible for facilitating regular reviews of this Service Level Agreement. Contents of this Schedule may be amended in accordance Paytia process reviews.

Service Level Agreement

Service Scope

The following support services (Support Services) are covered by this Service Level Agreement;

  • Monitored systems alerts 24x7x365
  • Monitored email support in agreed support hours

All Support Services will be delivered in compliance with all applicable Laws, including Data Protection Legislation and GDPR.

Paytia’s obligations

Paytia’s responsibilities in support of this Agreement are to undertake commercially reasonable endeavors in order to meet response times associated with managing this Service Level Agreement, and to provide appropriate notification to the Merchant Customer for all scheduled maintenance.

Service Management

Effective support of the Service is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of the Service and related Service components.

The Paytia Service Model includes several ITIL-aligned Support and Delivery processes designed to ensure the Services are delivered as expected.

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • E-mail support: During Standard Working Hours (Mon – Fri 09:00 – 17:00). E-mails received outside of office hours will be collected, however no action can be guaranteed until the next Working Day
  • Out of hours premium support is available as an optional extra service for merchant customers looking for enhanced support. 

Service availability targets 

Service availability targets are defined for specific services in their separate service description schedules

The formula for calculating availability of a service:

Service Hours – ∑ (Planned Outage) – ∑ (Unplanned Outage)

--------------------------------------------------------------------------------------------- x 100

Service Hours – ∑ (Planned Outage)

Unplanned Outage means any period of time during which the Services are unavailable other than as a result of a Planned Outage. Availability defined as being present on the network and available to login but does not include transient internet network issues.





Incident reporting availability


The Availability to log an Incident via the secure online Spiceworks support Portal excluding planned outages

Paytia Console availability


The Availability, in each calendar month of this agreement, of the Paytia Console, which provides service administration, reporting and dashboard services to the Merchant Customer

Incident Service Levels and Incident Management Process

In support of services outlined in this Agreement, Paytia will respond to service related incidents submitted by the Reseller prioritised in the following manner by impact and severity.







Total disruption




Major disruption




Minor disruption





When the Reseller registers an Incident, they must indicate the level of Severity and the Impact of the Incident to determine what Priority should be attached to the service record. 

Impact means the Service is disrupted to an individual, a department or the whole of the Merchant customer service.

Severity means the Incident or problem with the Service is affecting users to a minor, major or total degree of disruption.

In the event that the Merchant Customer registers a support call at a higher level of priority than necessary, Paytia reserves the right to charge for the additional time, materials and expenses discharged in a subsequent incident review. This will be discussed and agreed with the Merchant Customer in the Service Review discussions.

Priority Response Times

Response time is defined as the time taken (in service hours – see 5.1) from when the support call is logged until the Merchant Customer receives notification with a call reference number.

  • 1 hour
  • 2 hours
  • 4 hours
  • 8 hours
  • 16 hours

Priority Resolution Times

Resolution time is defined as the time (in Paytia Working Hours) from when the call is logged until service is restored or a workaround is applied.

  • 4 hours
  • 8 hours
  • 24 hours
  • 40 hours
  • 80 hours

Incident process flow

Paytia operates an ITIL based Incident Management process that manages any disruption to service that Vodafone may face over time.  Calls are prioritised based on Severity & Impact resulting in a 5-level prioritisation.  Response and resolution times are detailed for each priority level and both functional and hierarchical escalation procedures are included

Incidents can be categorized as ‘Regular’, ‘Major’, or ‘Security’.  We employ an escalation mechanism that includes pre-set thresholds for functional and hierarchical escalations.

Incident escalation

Incident records can be escalated to peer groups or to the Paytia Management team to ensure that response and resolution targets are achieved.  Paytia has functional and hierarchical escalation procedures in place to improve the likelihood of meeting those targets.

Request Fulfilment

Service Requests by the Merchant Customer for regular and low-risk adjustments to the service are managed under the Request Fulfilment process.  They are registered in the Paytia Portal and handled in the following manner:


Service Request

Target Time

Service Level Description

Required Information

Deletion of an Account

3 Working Days

The complete removal of the Merchant Customer’s Recorded Data from Paytia’s Cloud Storage systems

Account Name, Account Portal URL.

Note: this Service Request is not available to the Merchant Customer until the expiry or termination of the agreed contract


Change Management

From time to time, Paytia will change the environment upon which the Services run in order to provide a better or enhanced solution; due notice will be given to the Merchant Customer prior to this planned change.

In the event the Merchant Customer requires a change to their service that requires a change to the Paytia platform, a commercially agreed change might be applied based on the Merchant Customer requirements.  The following table describes the Paytia change categorisation and the standard change request response time, resolution times will vary based on scope of request.


Change Type


Request for Change response time


A change that might cause a brief outage in the Availability of the Services.  e.g. a cosmetic change to the end- user Console

3 days


A change that requires involvement of both Paytia and the Reseller or the Merchant Customer.  e.g. a change of IP Address

10 days


A change that adds, removes or changes existing features of the Service, or which requires Paytia to make a major alteration to the Paytia supporting systems.

This change may cause an extended outage in the availability of the Services. e.g. a change to the method of receiving calls

1 month

Paytia rights and obligations

  1. Paytia will provide the Merchant Customer with:
  2. Access to the Pay729 management console;
  3. Keep Merchant Customers and Resellers informed of all new features and updates relating to the Services.

Helpdesk-to-Helpdesk’ relationship
    1. The Parties shall endeavor to establish a ‘helpdesk-to-helpdesk’ relationship to log Incidents and to provide a technical interface between both Parties
    2. To enable an effective “helpdesk-to-helpdesk” relationship alongside members of the Merchant Customers ’s Support Team, the Merchant Customer shall:
    3. communicate an email address or point of contact that Paytia can use to inform the Merchant Customer, their Service Manager’s and the Merchant Customer’s Support Teams of planned maintenance, service improvements and available upgrades
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