Notification of any Payment Gateway Notified 2% Service Credit Services issues within five gained for each 1% 100% of the or incidents minutes of [ ] under the specified time affecting the the or Service Level Payment incident Performance Measure Gateway services An accurate paper or 2% Service Credit electronic Within one gained for each 1% at least 99.9% invoice is day of the [ ] percentage under the at all times provided in the invoice date specified Service Level Customer’s Performance Measure chosen format A secure email providing or online access to a breakdown of 2% Service Credit the Customer’s On Day 2 gained for each 1% at least 99.9% Gross by 07:00 [ ] percentage under the at all times payments and a GMT specified Service Level separate Performance Measure breakdown of Gross Refunds is received Resolved within three working 2% Service Credit All invoice days of the gained for each 1% queries are query being at least 99.9% [ ] under the specified acknowledged raised and at all times Service Level and resolved the relevant Performance Measure correct information provided A dedicated Calls to the customer customer 2% Service Credit helpdesk gained for each 1% at least 90% at shall be helpdesk [ ] the specified all times operational shall be Service Level 24/7/365(6) and answered Performance Measure calls shall be by a answered by a customer customer service
Notification of any Payment Gateway Services issues or incidents affecting the Payment Gateway services Notified within five minutes of the or incident 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure An accurate paper or electronic invoice is provided in the Customer’s chosen format Within one day of the invoice date at least 99.9% at all times [ ] 2% Service Credit gained for each 1% percentage under the specified Service Level Performance Measure A secure email providing or online access to a breakdown of the Customer’s Gross payments and a separate breakdown of Gross Refunds is received On Day 2 by 07:00 GMT at least 99.9% at all times [ ] 2% Service Credit gained for each 1% percentage under the specified Service Level Performance Measure All invoice queries are acknowledged and resolved Resolved within three working days of the query being raised and the relevant correct information provided at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure A dedicated customer helpdesk shall be operational 24/7/365(6) and calls shall be answered by a customer Calls to the customer helpdesk shall be answered by a customer service at least 90% at all times [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure
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