SLA for additional payment methods or services
| CATEGORY | SUB CATEGORY | SLA IN BUSINESS HOURS | SLA in Days | DEPENDANCY |
| REFUNDS | ||||
| Refund to closed customer bank account (processing time) | 40 hours | 5 days | Banks | |
| refund older than 6 months (processing time) | 16 hours | 2 days | none | |
| reverse or cancel a refund (only Nedbank) processing time | 40 hours | 5 days | Bank | |
| refund/reversal request (processing time) | 16 hours | 2 days | none | |
| refund POR (processing time) | 16 hours | 2 days | none | |
| ADMINISTRATION | ||||
| bank account details update - Peach aggregation account | 24 hours | 3 days | Finance | |
| bank account details update - with acquirer merchant account | 32 hours | 4 days | Aquiring bank | |
| invoice request/query | 32 hours | 4 days | None/Finance | |
| recon request - where available (existing merchant) | 40 hours | 5 days | None | |
| settlement statement request (aggregation) | 24 hours | 6 days | None/Finance | |
| request to close merchant account | 40 hours | 5 days | Sales/Finance | |
| password reset BIP/dashboard | 8 hours | 1 day | None | |
| new user access dashboard | 8 hours | 1 day | None | |
| settlement queries - ISO | 40 hours | 5 days | Bank | |
| settlement queries - Aggregation | 24 hours | 3 days | None/Finance | |
| change in pricing | 16 hours | 2 days | None | |
| proof of 3DS | 16 hours | 2 days | None | |
| INTERGRATION | ||||
| Sandboxes | 8 hours | 1 day | None | |
| webhook set up (standard) | 8 hours | 1 day | None | |
| webhook set up (product team) | 16 hours | 2 days | product/engineering | |
| integration errors - with regard to configuration (peach control) | 16 hours | 2 days | None | |
| integration errors - reliant on partner/3rd party response | 40 hours | 5 days | banks/partners | |
| integration requirement - requiring a system release or upgrade | at next release date | at next release date | product/engineering | |
| integration errors - merchant configuration | 40 hours | 5 days | merchant | |
| where to find credentials to go LIVE | 8 hours | 1 day | None | |
| TRANSACTIONAL | ||||
| Requests related to international cards/payments | 24 hours | 3 days | ||
| Direct EFT transaction queries to either Peach or Merchant | 16 hours | 2 days | ||
| confirmation of transactions status (identified in bip/console/system) | 8 hours | 1 day | ||
| confirmations of transactions status (that requires acquirer/issuer confirmation) | 40 hours | 5 days | bank/acquirer | |
| ONBOARDING RELATED | ||||
| Fica/contract queries & info | 16 hours | 2 days | none | |
| Add-on: Paysafe | 24 hours | 3 days | none | |
| Add-on: Paysafe (new ISO merchant account- see below) | 21 days after forms signed | bank/merchant | ||
| Add-on: EFT Secure | 24 hours | 3 days | none | |
| Add-on: additional/change URL | 40 hours | 5 days | none | |
| Add-on: change integration | 24 hours | 3 days | none | |
| Add-on: AMEX | 21 days after forms signed | Bank | ||
| Add-on: Diners | 21 days after forms signed | Bank | ||
| Add-on: Debit Orders | 30 - 60 days | Paysoft/Bank | ||
| Add-on: Payouts | 7 -14 days | bank and 3rd party partner | ||
| Add-on: MPESA | 21 days | Bank/MPESA/Merchant | ||
| Add-on: Foreign card acceptance | 32 hours | 4 days | Risk approval | |
| Add--on: ScantoPay (ISO) | 21 days after forms signed | bank/mastercard/merchant | ||
| Add--on: ScantoPay (Aggr) | 24 hours | 3 days | none | |
| Add-on: Mobicred (ISO) | 40 hours | 5 days | mobicred | |
| Add-on: Mobicred (Aggr) | 24 hours | 3 days | none | |
| Add-on: Additional merchant account same legal entity (Aggr) | 40 hours | 5 days | merchant | |
| Add-on: Additional merchant account same legal entity (ISO) | 21 days after forms signed | bank/merchant | ||
| Add-on: additional channel (Aggregation) - including MOTO | 40 hours | 5 days | none | |
| Add-on: additional channel (ISO) - including MOTO | 7-21 days | acquirer | ||
| Add-on:1foryou (Aggregation) | 7 days | 1ForYou | ||
| Add-on:1foryou (ISO) | TBC | 1ForYou/merchant | ||
| Add-on: ApplePay (Nedbank ISO merchants) | 40 hours | 5 days after forms signed | ||
| Add-on: Legal entity change (Aggre) | 40 hours | 5 days | Risk approval | |
| Add-on: Legal entity change (ISO) | 21 days after forms signed | bank/merchant | ||
| Add-on: reactivate account (old merchant) | 40 hours | 5 days | Risk approval | |
| Add-on: Payflex | 24 hours | 3 days | Payflex partner | |
| Add-on: Zeropay | 32 hours | 4 days | Zeropay partner | |
| Add-on: Instant EFT by Peach | 24 hours | 3 days | Stitch | |
| Add-on: A+ | 32 hours | 4 days | Tenacity | |
| Add-on: Virtual terminal (Aggregation) | 5 days | Risk approval | ||
| Add-on: Virtual terminal (ISO) | 7 - 10 days | acquirer approval and processing | ||
| Add-on: Multicurrency (with existing Absa merchant account) | 10 - 21 days | acquirer approval and processing | ||
| Add-on: Blink | 24 hours | 3 days | Emtel partner | |
| Add-on CapitecPay | 4 days | Capitec Bank | ||
| Add-on: Nedbank Direct EFT | 24 hours | 3 days | none | |
| Add-on: MCB Juice | 10 days | MCB Bank |
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