1. What is the purpose of the APEXX Support team?


The APEXX Support team is the first point of contact for live merchants that are experiencing issues in the Production or Sandbox environment.  


We have a dedicated team that is available at all hours, day and night, to help you. 

2. How do I get in touch with the APEXX Support team?


If you have any issues or need information, you can get in touch with our Technical Support Specialists team at support@apexx.global. 


  • For non-urgent issues, support cover is available 9.00 - 17:30 UK local time Monday to Friday, excluding public UK holidays. 
  • For urgent issues, support cover is provided on a 24x7x365 basis.

3. Who can get in touch with the Support team?


If you are a merchant that is live with APEXX, anyone in your organisation can contact the APEXX Support team, provided that it is done using an email address with a domain belonging to your organisation. 


 NOTE 

We will not provide information for requests submitted with generic domain names such as gmail.com for example, and will request that the query comes from a valid email address. 


Certain queries can only be raised by our main contact within your organisation (i.e. the account manager or dedicated contact for APEXX) such as Portal access requests, but we will let you know in any case if we cannot honour your request. 


4. What kind of information does the Support Team need?

The more information, the better! You will find below a non-exhaustive list of information needed and in which case. 


4.1. Non-urgent issues


  • Issue with individual transactions

If you are experiencing an issue with individual transactions, please provide us with the below information. Please note that besides the merchant reference / transaction ID and a description of your issue, the other pieces of information are optional. 


  • the merchant references or APEXX transaction IDs of affected transactions

  • a description of what the issue is (i.e. expected outcome v. actual outcome) 

  • screenshots of the issue as you are seeing it on your side [optional]

  • request and response logs if you have access to them  [optional]



  • Service requests 

They can include among others, issues with the Atomic Portal, adding or deactivating users, general questions or requests for information etc. In that case, for Portal-related requests, the email address related to the Atomic Portal account is needed, as well as details on the requests.



  • Reconciliation and Reporting

For issues with reports provided by APEXX, please indicate:

  • the type of reports (in the Atomic Portal Dashboard, SFTP etc.) 

  • the name of the report (if known)

  • any filters used (if the report is in the Atomic Portal Dashboard) so that we can replicate 

  • a description of your issue


For issues related to reconciliation, we would required a description of the issue as well as your analysis of the acquirer data, and where the discrepancy lies. 



4.2. Incident or urgent issue


An incident refers to higher-impacting issues, that is to say issues that do not affect only a handful of transactions and that are generally more widespread. 


The Support team when an incident has been identified will trigger the incident management process if the incident is an internal incident. See Incident Management at APEXX for further information.


The following information is needed:

  • examples of merchant references and transactions IDs

  • description of the issue 

  • start date and detection of the issue

  • impact of the issue on normal business operations (e.g. refunds cannot be processed) 

5. How are support tickets prioritised?


The ticket priority is determined by the APEXX Support team based on the following factors.


 NOTE 

The support ticket priority assigned by APEXX may be different from the priority assigned to the issue on the merchant’s side. 

  • To what extent is the merchant's ability to maintain their services affected?

  • Has the incident rendered an application, process, or service intermittently or continuously unavailable?

  • How critical is the affected application, process or service to the merchant's ability to maintain business operations?

  • What is the impact of the issue on everyday operations?

  • How many merchants are affected by the incident?

  • Are the merchant's customers affected by the incident?

  • Is there an acceptable workaround available?

  • How many users are affected by the incident?


To make this process as effective as possible, we ask merchants to include information about the business impact of the issue reported in a ticket.