Paymesh Support
Operational coverage aligned to Indian Standard Time business calendars, with escalation bridges for critical payment incidents. This page describes support tiers, service levels, ticketing, emergency contacts, and uptime commitments for merchants using Paymesh infrastructure.
Support Tiers (Email, Priority, Dedicated)
Paymesh offers tiered support so growing merchants can match response expectations to business criticality. All tiers include access to documentation, sandbox environments, and standard integration guides. Upgrades are available through your account team or by contacting sales.
Email Support
Included for all onboarded merchants. Use for integration questions, sandbox credentials, dashboard access, webhook configuration, and routine reconciliation queries. Email support is the default channel for severity three and four requests and for merchants in early integration phases.
Target first response: one business day for standard severity. Available Monday through Friday, IST, excluding public holidays unless otherwise announced on our status communications.
Priority Support
Available under growth and scale commercial plans. Includes expedited queue placement, extended hours for severity two incidents, and access to integration office hours for launch windows. Priority merchants may receive proactive notices of scheduled maintenance and early access to beta APIs subject to confidentiality terms.
Target first response: two hours for severity two during business hours; thirty minutes for declared severity one when the incident bridge is active.
Dedicated Support
Enterprise merchants receive a named customer success manager, private escalation channel, quarterly business reviews, and custom runbooks for peak traffic events such as sales campaigns and product launches. Dedicated support includes joint war-room participation for high-volume go-lives and post-incident reviews with action items.
Contractual response and recovery objectives are defined in executed master service agreements and may supersede generic targets on this page.
SLA table
The following service level objectives apply to production payment orchestration and core APIs unless a signed enterprise agreement specifies different metrics. Maintenance windows are excluded when announced at least forty-eight hours in advance. Severity classification is determined by Paymesh in good faith based on impact to live payment traffic and may be revised as incidents evolve.
| Severity | Definition | First response (IST) | Workaround / mitigation target |
|---|---|---|---|
| Sev‑1 | Production payment APIs unavailable or success rate degraded below agreed threshold for a material share of traffic | Under 30 minutes (24×7 bridge for priority and dedicated tiers) | Under 4 hours or documented failover to alternate PSP route |
| Sev‑2 | Material degradation with partial workaround-e.g., single instrument outage while others operate | Under 2 business hours (email); under 30 minutes on priority bridge | Under 1 business day |
| Sev‑3 | Non-critical defects, reporting delays within tolerance, sandbox issues not blocking production | Under 1 business day | Scheduled per product backlog priority |
| Sev‑4 | Documentation, training, feature requests, cosmetic dashboard items | Under 2 business days | Addressed via roadmap or knowledge base update |
Ticket Process
To ensure consistent handling, submit requests through one channel per issue and include your merchant identifier, environment (sandbox or production), API endpoint or dashboard module, error codes, request identifiers, and timestamps in UTC or IST. Screenshots and sanitized log excerpts accelerate diagnosis. Do not include full card numbers, CVV, or unmasked government identifiers in tickets; use tokenized references provided by our APIs where available.
Upon receipt, our system assigns a ticket reference. You will receive acknowledgement by email for messages sent to support@paymesh.in. Severity is assessed based on business impact; you may request reclassification with justification if you believe an issue affects production payments. Status updates are provided at investigation milestones and upon resolution. Resolved tickets may be reopened within five business days if the underlying defect persists. For integration launches, we recommend a pre-go-live checklist review scheduled at least five business days before traffic cutover so webhook endpoints, idempotency handling, and settlement account details are validated.
Knowledge base articles, API reference documentation, and webhook catalogues are maintained on our developer portal. Self-service resources should be consulted for common integration patterns-such as signature verification, handling asynchronous notifications, and parsing settlement files-before opening severity three or four tickets, so engineering capacity remains available for production-impacting incidents. When collaborating with your internal teams, forward only the ticket reference and non-sensitive summaries to reduce exposure of confidential integration details.
Emergency contacts
- Sev‑1 bridge (priority / dedicated): +91-XXXXXXXXXX - state your merchant ID and incident start time when calling.
- Operations escalation: ops@paymesh.in
- General support: support@paymesh.in
- Commercial onboarding: sales@paymesh.in
Emergency bridges are reserved for active production payment outages, widespread webhook delivery failures, or credible security incidents affecting live credentials. Non-urgent billing, refund policy, or single-transaction lookup questions should use standard email to avoid displacing incident commanders during active Sev‑1 events.
Post-incident summaries are shared with enterprise accounts upon request. When systemic issues affect multiple merchants, Paymesh publishes anonymized root-cause themes and remediation steps through dashboard notices and email to registered technical contacts.
Uptime commitments
Paymesh targets monthly uptime of 99.9% for core payment authorization APIs measured against our external synthetic monitoring from multiple regions, excluding scheduled maintenance, PSP or issuer outages outside our reasonable control, and force majeure events. Uptime is calculated as total minutes in the calendar month minus excluded downtime, divided by total minutes in that month. Dashboard availability and reporting pipelines may have separate targets disclosed in enterprise agreements and are not included in the 99.9% figure unless explicitly stated in writing.
We operate redundant infrastructure across availability zones where supported by our cloud providers, perform regular disaster recovery exercises, and maintain runbooks for failover between payment service providers when your routing configuration permits alternates. Incident history is available to authenticated dashboard users for transparency. Status communications during active incidents are sent via email to registered technical contacts and may be mirrored on an internal status page when enabled for your organization. Service credits for failure to meet contracted uptime, if any, are handled solely through executed enterprise SLAs-not through informal support requests or social media channels.
Merchants are encouraged to implement retries with idempotency keys, exponential backoff, circuit breakers, and secondary routing where our platform exposes multiple PSP paths. Client-side timeouts should be set generously enough to avoid duplicate submissions while still failing fast enough to preserve buyer experience. No uptime commitment applies to sandbox environments, which may be reset, throttled, or taken offline for testing purposes without notice. Beta features labeled as preview are excluded from uptime calculations until generally available.
By using Paymesh support channels, you agree to cooperate with reasonable information requests during incident response, designate technical and business contacts who can authorize configuration changes, and refrain from public disclosure of confidential technical details shared under non-disclosure during bridge calls. We appreciate partnership in keeping the Indian payment ecosystem reliable for your customers and ours.
Registered office: India · paymesh.in