Support
People who answer, at any hour you are open.
The desk is staffed 24/7 by people who know the system.
Raise a ticket
For anything affecting live operations.
Call the desk
One number for calls and WhatsApp, answered around the clock.
Remote session
Screen-share with an engineer once a ticket is open. Access is logged, scoped and time-limited.
Service levels
What we commit to, by severity.
These are response times — how long before an engineer is on it, not how long a fix takes. Resolution depends on the fault, and we won't pretend otherwise. Your agreement may set tighter targets.
Critical — the floor is down
Nobody can dispense, bill or claim at one or more sites. Pages the on-call engineer, day or night.
15 min
High — a workaround exists
A function is broken or a gateway is rejecting, but you are still trading.
2 hrs
Normal — question or request
How-to questions, report requests, configuration changes.
1 day
Raise a ticket.
Tell us the site, the product and what you were doing when it happened.