Support Process: Scan To Pay
This is the Ukheshe Scan To Pay support process and contact list for day-to-day and technical support.
Ukheshe Scan to Pay Customer Support
| Priority | Impact | Definition |
|---|---|---|
| P1 Critical | Extensive/Widespread | A critical system failure which has a material impact on the system to provide end-to-end client service. |
| P2 Major | Significant/Limited | Where the system still remains active but the users are severely impacted. |
| P3 Minor | Minimal/None | Day-to-day operational queries not meeting the definition of Critical or Major |
Communication Response Timeframes
| Priority | Initial Response | Update Frequency |
|---|---|---|
| P1 Critical | On inbound call | Every hour |
| P2 Major | 1 hour | Every 3 hours |
| P3 Minor | 1 business day | Every 2 business days |
Required Information:
To facilitate our investigation and to ensure a timely turnaround for our responses, please use the template below and provide the relevant information when logging support requests:
NB: It is imperative for Tenants responsible for Level 2 technical support, to investigate and provide all relevant technical information to help with our investigations.
Email Subject: Platform/Business Name - Short Incident Description - Customer's Mobile Number
Mobile Number : The customer's mobile number
Date/Time: Date and Time indication of when the incident happened.
Bug Description:
Please detail the issue you're encountering. Explain what action you attempted and the outcome.
Expected Behavior:
Describe the expected behavior clearly and concisely.
Actual Behavior:
Describe the expected behavior clearly and concisely.
Reproduction Steps:
For API or code problems, provide a small reproducer such as curl commands, a Maven project, or similar. For front-end issues, list the exact steps needed to replicate the problem.
Additional Information:
Include any supplementary details or attachments like screenshots or screen recordings that may assist in resolving the issue.
When you send Ukheshe Scan To Pay customer support an email, we will send you a confirmation of a new case reference with a unique tracking number. Please keep the subject line of the email intact. We will continue to update you as we engage all the necessary teams until a mutual resolution is reached. PLEASE REFRAIN FROM SHARING CLEAR CARD PAN’s/NUMBER’s.
If you are experiencing a critical(P1) / major(P2) priority event impacting your ability to transact/process on the Eclipse platform, please contact Production Support on +27 10 449 1784
Day-to-day Operational Support
Monday to Friday – 08h00 to 17h00, excl. public holidays
[email protected]
+27 10 449 1751
Operational support for day-to-day issues including authorization, clearing, settlement, acceptance, customer onboarding, portal management, billing, analytics and general inquiries on Ukheshe Scan to Pay products and services.
24/7 Production Support
Core hours 06:00 to 23:00 | Non-core hours 23:00 to 06:00
[email protected]
+27 10 449 1784 or +27 71 985 2219
24/7 First-line support for network-related incidents, change and problem management includes monitoring/alerting on the network infrastructure and real-time transaction performance, intending to minimize outage and transactional impact during incidents.
Escalations
[email protected]
+27 10 449 1836
If no response/resolution is received within the response/resolution time targets or if the customer believes the priority has not been correctly defined.
Dispute Management Support
Support to acquirers and merchants for disputes by customers on Ukheshe Scan to Pay transactions. Note that the standard dispute process within the specific acquiring bank will remain the same
Implementation/Testing/Onboarding Support
Support for all pre-production queries, including new customer integrations and setup, test management, technical documentation and explanation of products and solutions (API/SDK etc).
Marketing Support
Support for any marketing-related queries, branding guides, logo etc
Updated 7 months ago