The PaymentNet Service Standard

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PaymentNet provides the following level of support for all customers:

• 24 hour availability to respond to critical level support requests including service interruption or connectivity issues.

• Assistance in merchant account setup.

• Certain integration support.

• PaymentNet account modifications.

• Transaction inquiry/settlement research.

• Advance notification of scheduled maintenance.

• Advance notification of any system and service upgrades and enhancements.

Premium Service Level

For customers who require enterprise-class service in support of high transaction volumes, a fee-based service level agreement is available. Please contact PaymentNet for additional information.

Support Response

Level and type of response to support requests will vary based upon the day and time of day. For non-critical support requests, support availability is between the hours of 5:00 AM to 6:00 PM Pacific Standard Time Monday through Friday, except holidays. After hours support for certain emergency assistance is available any time during the day or night on holidays and weekends, and any time after 6:00 PM but before 5:00 AM on business days.

PaymentNet Support Guidelines overview (problem / response format):

• For a critical function that prevents the processing of transactions such as processing services interruption or long transaction response times resulting in software client time-out, that is within PaymentNet’s resolution ability...

PaymentNet will attempt to resolve the problem within the context of the call, or provide the merchant a time by which resolution will occur.

• For an important but not critical function, this would include daily access and processing of reporting information via the web-based "Manager" site, non-settlement of batches, or lost transactions...

PaymentNet will provide a response, either the solution or date for the solution, within 2 business days.

• For a non-critical function, such as bug reports or feature enhancement requests...

PaymentNet will respond to the customer’s request within 5 business days.

• For any e-mail or web-based support requests...

PaymentNet will respond within 1 business day to all electronic support requests.

Support Contacts

From the hours of 5am PST to 6pm Monday through Friday (except for holidays), contact:

After hours and holidays (emergencies only), contact:

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