The Services are uninterrupted and available for use and available for use 24/7/365(6) At 99.9% at all times [ ] 0.5% Service Credit gained for each 1% under the specified Service Level Performance Measure All Payment Gateway Services Transactions are processed immediately – POS/MPOS Terminal Transactions are processed at end of day Processed immediately 100% of the time. [ ] 0.5% Service Credit gained for each 1% under the specified Service Level Performance Measure Notification of any issues or incidents affecting service Within five minutes of the issue or incident At 99.9% at all times [ ] 0.5% Service Credit gained for each 1% under the specified Service Level Performance Measure Details of card BIN ranges and numbers in operation are notified to the Customer Notified within 24 hours of being provided by the Card Schemes At least 99.9% at all times [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure When the Customer submits a Gross payment file, confirmation of the number of Transactions and total Gross value of the file shall be confirmed Confirmed within one hour 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure
With the exception of Alternative Payment Method’s, the value is received in the Customer’s bank account in accordance with the Customer’s agreed settlement date and time. Gross value is received on time 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All settlement queries are acknowledged and resolved and resolved within five working days of the being raised at least 99.9% at all times [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure The facility to change Transaction thresholds with the changes actioned Changes actioned within five working days at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All Point of Sale, Mobile Point of Sale Terminals equipment or equivalent to facilitate Cardholder Present Transactions is supplied Supplied within five working days at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All replacement Point of Sale Terminals, Mobile Point of Sale Terminals equipment or equivalent to Replaced within 24 hours, at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure
facilitate Cardholder Present Transactions is replaced and connected to the Merchant Acquiring Services All appropriate hardware and software necessary to facilitate payments is maintained and updated Connected and working 24 a day at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All physical payment Terminals, telephone order facilities and Payment Gateway Services are connected to the Merchant Acquiring Services Connected and working 24 hours a day at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure The Payment Gateway Services are uninterrupted and available and available 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All Payment Gateway Transactions are processed Processed 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure
Notification of any Payment Gateway Services issues or incidents affecting the Payment Gateway services Notified within five minutes of the or incident 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure An accurate paper or electronic invoice is provided in the Customer’s chosen format Within one day of the invoice date at least 99.9% at all times [ ] 2% Service Credit gained for each 1% percentage under the specified Service Level Performance Measure A secure email providing or online access to a breakdown of the Customer’s Gross payments and a separate breakdown of Gross Refunds is received On Day 2 by 07:00 GMT at least 99.9% at all times [ ] 2% Service Credit gained for each 1% percentage under the specified Service Level Performance Measure All invoice queries are acknowledged and resolved Resolved within three working days of the query being raised and the relevant correct information provided at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure A dedicated customer helpdesk shall be operational 24/7/365(6) and calls shall be answered by a customer Calls to the customer helpdesk shall be answered by a customer service at least 90% at all times [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure
service representative within 15 seconds, Lost call rate – lost or abandoned calls less than 3% of calls made to the customer helpdesk Lost or abandoned calls equate to less than 3% of calls made to the customer helpdesk at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All necessary information to deal with Requests For Information (RFI’s), Chargebacks and dispute resolutions to resolve any issues or queries satisfactorily is provided to the Customer All necessary information is provided within 24 hours and in accordance with various Card Scheme rules at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure A minimum of 14 working days from the time of receipt by the Customer to investigate and respond to enquiries including, but not limited to referrals, refunds, errors and to ensure the Customer has A minimum of 14 working days from the time of receipt at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure