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Support response times Pay360 has a dedicated Help Desk which is able to answer many queries immediately over the telephone and is available Mon-Fri from 08:00 to 18:00, excluding English public holidays. Issues are prioritised and target times for resolution take into account the severity. We do not provide a manned Help Desk at weekends.
Phone support availability 9 to 5 (UK time), Monday to Friday
Onsite support Yes, at extra cost
Support levels Priorities have target times for response – High 4 Hours, Medium 24 Hours, Low 4 working days. There is no variation in support levels – all customers get the same. The Help Desk has access to personnel with the requisite technical and cloud expertise. If the service is not operating correctly, then our service support team will undertake a fault investigation to determine the cause. This investigation may involve engaging engineers, developers, subject matter experts and third parties, depending upon the complexity of the incident. Capita’s ability to engage with a wealth of subject matter experts and experience in an agile environment ensures that incidents are quickly resolved. If the incident is a fault that resides in the Internet Payments service, then it will be resolved within the Service Level Agreement either as a permanent fix or suitable workaround.
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