Service Level Agreement
MassPay's Direct Client & End-User Support Service Level Agreement.
Support Service Level Agreement
- Last Updated: 4 March 2025
- Effective Date: 12 December 2020
Introduction
At MassPay, we are committed to providing reliable and responsive support to both our business clients and their end users. Below are the maximum response and resolution times you can expect based on the type of support you receive. Internally, our targets are much more aggressive — this is just the upper limit.
Support Levels
VIP Support: For Our Direct Business Clients
This applies to MassPay’s Direct Business Customers (our partners). VIP Support includes priority handling, faster response times, and regular updates.
Standard Support: For End Users of Our Business Clients
This applies to end users of our business clients (payout recipients, members, or other users accessing MassPay services through our clients). Standard Support follows clear response and resolution timelines as well.
Service Level Targets
First Reply Time
How quickly we respond after a support ticket is opened:
|
Priority |
Standard Support (End Users) |
VIP Support (Business Clients) |
|
Urgent |
48 hours |
12 hours |
|
High |
48 hours |
16 hours |
|
Normal |
48 hours |
24 hours |
|
Low |
48 hours |
48 hours |
Ongoing Updates
How frequently we'll update you on open tickets
|
Priority |
Standard Support: Pausable |
Standard Support: Periodic |
VIP Support: Pausable |
VIP Support: Periodic |
|
Urgent |
72 hours |
48 hours |
48 hours |
24 hours |
|
High |
72 hours |
48 hours |
48 hours |
24 hours |
|
Normal |
144 hours |
96 hours |
96 hours |
48 hours |
|
Low |
144 hours |
96 hours |
96 hours |
48 hour |
-
Pausable Updates: For tickets waiting on response or action from Direct Business Clients or from End Users of Our Business Clients.
-
Periodic Updates: For tickets we are actively working on.
Resolution Time
The maximum expected time to fully resolve a support request.
|
Priority |
Standard Support (End Users) |
VIP Support (Business Clients) |
|
Urgent |
168 hours (7 days) |
168 hours (7 days) |
|
High |
168 hours (7 days) |
168 hours (7 days) |
|
Normal |
366 hours (14 days) |
366 hours (14 days) |
|
Low |
366 hours (14 days) |
366 hours (14 days) |
Important Notes
- VIP Support tickets always receive priority handling across all channels.
- Standard Support (End Users) is provided via email.
- Additional communications channels are available for VIP Support.
- Complex cases, especially those involving third-party partners, may require additional time. Should this be the case, we will communicate this in advance.