Business hours: 9:00 AM to 6:00 PM Eastern Time, Monday through Friday, excluding US holidays.
First response: we aim to respond to every support request as quickly as we can. You can expect a response no later than the end of the next business day.
How to reach us: open a support ticket in the Admin Portal, or through your API connection to our ticketing system if you have one set up. Both routes go to the same support team, with the same response times.
Service incidents
Some problems are bigger than a single ticket. We handle these by severity:
| Severity | What it looks like | How we keep you updated |
|---|---|---|
| Severity 1 (Critical) | Critically affects primary disbursement services. For example: the platform is completely unavailable, there are significant and extended system delays, funds can't be disbursed, or a Severity 2 incident has gone unresolved for 5 business days. | Your Relationship Manager sets up and runs scheduled conference calls until the incident is resolved. Handled 24/7/365. |
| Severity 2 (Serious) | Materially impairs or degrades normal transfer services. For example: the platform is available only intermittently, there are extended delays accessing the partner portal, or a Severity 3 incident has gone unresolved for a reasonable time. | Your Relationship Manager runs daily conference calls during business hours. Handled 24/7/365 because of the business impact. |
| Severity 3 (Degraded) | Slower system response, or initial delays accessing the partner portal or tools. | Email updates every business day. |
Service levels are reviewed quarterly.