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