World-class support
Support that treats your uptime as ours
Payments don't keep office hours, and neither do we. Every merchant gets real engineers — fast — especially when it matters most.
Severity-based response
Payment-critical (P1) incidents are escalated immediately, 24/7. Lower-severity issues get clear, plan-based response targets.
A dedicated onboarding engineer
A named engineer who knows your integration and acquirer setup — not a rotating queue — through go-live and beyond.
Always-on channels
Reach us over email, dashboard tickets, and a private channel for priority plans. Outages are watched, not just waited on.
Response targets
Severity-based response, by plan
Indicative targets below — exact response and resolution commitments are set out in your plan or contract.
| Severity | Example | First response |
|---|---|---|
| P1 — Critical | Payments failing in production; checkout or routing down. | Immediate, 24/7 |
| P2 — High | Degraded success rate, settlement or webhook delays. | Within hours, business day |
| P3 — Normal | How-to questions, configuration, non-blocking bugs. | Next business day |
Plans
Support that scales with you
Standard
- Email & dashboard ticketing
- Documentation & integration guides
- Shared onboarding support
- Severity-based response targets
Priority
- Everything in Standard
- Faster, 24/7 P1 response
- Dedicated onboarding engineer
- Private chat channel
- Proactive failure & routing alerts
Enterprise
- Everything in Priority
- Named account manager
- Custom SLA, credits-backed
- Quarterly routing & cost reviews
- Settlement & reconciliation support
Need help now? Email info@payvizio.com or raise a ticket from your merchant dashboard. For unresolved complaints, see our grievance redressal process.
Have a payment-critical question?
Talk to our team or request a demo — we'll walk you through onboarding and support.