SLA for additional payment methods or services



CATEGORY

SLA IN BUSINESS HOURS

SLA in Days

DEPENDANCY

Add-on: additional channel (ISO) - including MOTO

7-21 days

acquirer

Add-on: Payouts

7 -14 days

bank and 3rd party partner

Add-on: Virtual terminal (ISO)

7 - 10 days

acquirer approval and processing

Add-on:1foryou (ISO)

5 days

1ForYou/merchant

Add-on:1foryou (Aggregation)

5 days

1ForYou

Add-on: ApplePay (Nedbank ISO merchants)

40 hours

5 days

Apple registration

Add-on: additional/change URL

40 hours

5 days

none

Add-on: additional channel (Aggregation) - including MOTO

40 hours

5 days

none

Add-on: Legal entity change (Aggr)

40 hours

5 days

Add-on: reactivate account (old merchant <3 months)

40 hours

5 days

Add-on: Virtual terminal (Aggregation)

40 hours

5 days

Add-on: Mobicred (ISO)

40 hours

5 days

Mobicred

Add-on: Additional merchant account same legal entity (Aggr)

40 hours

5 days

merchant

Add-on: FinChoice

40 hours

5 days

FinChoice partner

Add-on: Foreign card acceptance

32 hours

4 days

none

Add-on: Zero pay

32 hours

4 days

Zeropay partner

Add-on: A+

32 hours

4 days

Add-on: Debit Orders

30 - 60 days

3rd party provider/Bank

Add-on: Payment Links

24 hours

3 days

none

Add-on: EFT Secure

24 hours

3 days

none

Add-on: change integration

24 hours

3 days

none

Add-on: Payflex

24 hours

3 days

Payflex partner

Add-on: Blink

24 hours

3 days

Emtel partner

Add--on: ScantoPay (Aggregation)

24 hours

3 days

none

Add-on: Instant EFT by Peach

24 hours

3 days

Add-on: Legal entity change (ISO)

21 days after forms signed

bank/merchant

Add-on: Payment Links (new ISO merchant account- see below)

21 days after forms signed

bank/merchant

Add-on: AMEX

21 days after forms signed

Bank

Add-on: Diners

21 days after forms signed

Bank

Add--on: ScantoPay (ISO)

21 days after forms signed

bank/Mastercard/merchant

Add-on: Additional merchant account same legal entity (ISO)

21 days after forms signed

bank/merchant

Add-on: MPESA

21 days

Bank/MPESA/Merchant

Add-on: Multi-currency (with existing Absa merchant account)

10 - 21 days

acquirer approval and processing

1. The number of hours or days is the expected maximum

2. The SLA is dependent on receiving the information necessary to attend to the request

3. Dependancies on third parties may impact ability to meet SLA but this will be communicated

4. All requests will be responded to within 24 hours irrespective of resolution i.e. either resolving; requesting more information, clarifying, or advising of next steps

5. This is a resolution SLA not a response SLA