Service Level Agreement
A good SLA ensures you're helped quickly during incidents and that the impact of problems stays to a minimum.
In the event of incidents or technical issues, every minute can count. A reliable Service Level Agreement (SLA) ensures that your organization is helped quickly and efficiently, so that downtime and lost revenue are kept to a minimum.
With a Business package or higher you benefit from:
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Fast response times through an SLA
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Priority support for critical issues.
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Structure and clarity about when and how problems are resolved.
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Escalation via Account Manager.
💡In short, a good SLA offers not only certainty, but also protects the continuity of your payments and business processes.
SLA per package
Below you'll find the Service Levels per package; if you'd like more certainty, please contact sales@pay.nl.
| Package | Price per month | SALAD | Support & extras |
|---|---|---|---|
| Pioneer | Free | No | Basic Support via Chat |
| Alliance | Free | No | First line via Partner, second line support via Chat, Email & Telephone |
| Alliance+ | Via Partner | No | First line via Partner, second line support via Chat, Email & Telephone |
| Connect | Via Partner | No | First line via Partner, second line support via Chat, Email & Telephone |
| Professional | €35 | No | Basic Support via Chat, Email & Phone |
| Business | €89 | Yes | Personal Account Manager |
| Premium | €349 | Yes | Premium support with priority for all requests and the option for personal, in-person appointments and Slack. |
First response & resolution time
First response and resolution times give insight into how quickly you receive support and within what timeframe issues are resolved. These times can differ per package: a Premium package receives a faster response and has shorter resolution times than a Professional package. Also keep in mind that some issues may require additional time when an IT release is needed to resolve it.
| Package | First Response | Resolution Time | Explanation |
|---|---|---|---|
| Professional | -- | -- | Basic support only (chat, email, phone), no guaranteed times. |
| Business | < 24 hours | 3 – 7 working days | Applicable to incidents and problems that can be resolved within the existing environment, so without the need for an IT release . |
| Premium | < 8 hours | 3 – 7 working days | Applicable to incidents and problems that can be resolved within the existing environment, so without the need for an IT release . |
Opening hours
Whether it concerns a technical question, a partnership, or a visit to one of our offices - our teams are always ready to help.
| Channel / department | Phone number | Opening hours | |
|---|---|---|---|
| Customer Service & Sales | +31 (0) 88 88 666 66 | info@pay.nl |
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| PIN machine support (chat / email) | +31 (0) 88 88 666 22 | support@pay.nl |
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| Boarding | +31 (0) 88 88 666 22 | support@pay.nl |
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| Technical support (chat / email) | +31 (0) 88 88 666 22 | support@pay.nl |
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| Breakdown service | +31 (0) 8888 666 88 | support@pay.nl |
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⚠️ Please note: The emergency service line is intended exclusively for critical incidents that genuinely cannot wait until the next business day. Keep in mind that using this number may lead to additional costs if it turns out that the cause of the issue lies within your own domain or is a support question.