Customer Support Service-level Agreement

Prioritization of cases YayPay assigns priority levels to cases to allow Technical Support to maximize service levels for each customer. Depending on technical and business needs, YayPay works with each Support Liaison to set the correct priority level for each case. YayPay recognizes that the customer’s business and technical priorities may evolve over time. If the Support Liaison feels that the priority of the case should change, the Technical Support Engineer is available to reprioritize the case. YayPay reserves the right to:

  1. Make the final determination on the severity level of a case
  2. Downgrade the priority of a case and notify a Customer of this action if a Customer fails to communicate with YayPay Technical Support in a timely manner YayPay shall make reasonable commercial efforts to comply with the following guidelines when involved in problem resolution.

Supported Support Channels

Email - support@yaypay.com

Support Hours

Monday 00:00 (Midnight) EST to Saturday 00:00 (Midnight) US EST

Severity and Response Time SLA

Response times assume the request came in during Support Hours. Response Times refer to First-call problem determination.

Severity 0 (incident)

  • Data Breaches or Data Leakage Reports, including reports of the potential security issues, data sent to the wrong person, and customer statement link shared with the incorrect person
  • YayPay Application or API (Consistent 5xx error for more than 1 customer) is down or unresponsive across the entire install base (environment) 

Response Time – under 2 working hours 

Severity 1 (incident) 

  • A System workflow is halted and there is a severe impact on the customer’s ability to communicate with a particular customer(s) in the workflow 

  • Mass email delivery is sending incorrect data, including invoice PDFs. 

  • One or more of the software components are not working for most of the customers 

    • Aging Report 

    • Global Search 

    • Dashboard 

    • Collections Workflows  

    • Customer Portal 

  • Product Bug that are blocking system usage and that do not have a workaround 

  • ERP Sync for all customers of 1 ERP is not working for more than 24 hours 

Response Time – under 2 working hours 

Severity 2 

  • User access issues (password reset, changing user roles, enabling/disabling users) 

  • Reconciliation Errors (accounting data reconciliation between ERP system and YayPay) 

  • Invoice PDFs issues (incorrect PDFs are generated, not all invoice PDF are retrieved from the ERP system) 

  • Customer Payments are not processed as expected 

  • Email Connection Errors (SMTP/IMAP) 

  • Product Bug that Does have a workaround 

  • Other non-blocking issues 

  • SalesForce Connector is not working as expected 

Response Time – under 2 working hours 

Severity 3 

  • Training Requests 

  • System Configuration Requests 

  • Special Reports or Data Retrieval Requests 

Response Time – under 4 working hours 

Severity 4 

  • The problem is on the clients' side. We are providing only consulting.

Response Time – under 4 working hours 

Severity 5

  • Ongoing issues for which the users need help to be able to resolve on their end, and that don’t require any fixing or actions from YayPay side. 

Response Time – first response within 9 hours

Also note, that after 1 month a ticket with Severity level 5 automatically closes.



Feature requests are not assigned severity levels and response times.

Please, contact your Customer Success manager for feature requests and updates. 

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