Incident Priorities

Yuansfer responds to any kind of possible risks within 24 hours.

Incident Priority

Support Availability

Initial Response Time After Confirmation

Priority 1

24 hours x 7 days

Within 2 hours

Priority 2

Local business hours (9 am to 5 pm)

Within 1 business day

Priority 3

Local business hours (9 am to 5 pm)

Within 2 business days

Priority 4

Local business hours (9 am to 5 pm)

Within 2 business days

"Incident" means an unexpected failure or degradation in the quality of the Services which is reported to Yuansfer by the Customer.

Priority 1 (P1)

A P1 is a catastrophic production incident within the Yuansfer Service that severely impacts the merchant’s POS, causing the Yuansfer Gateway to be unable to process payments, or because of which merchant’s POS is completely down or not functioning, or that results in a loss of production data.

Priority 2 (P2)

A P2 is a major incident within the Service where the merchant’s POS is functioning but in a reduced capacity, or the Incident is causing significant impact to portions of the merchant’s business operations and productivity, or the Yuansfer Gateway application is exposed to potential loss or interruption of service.

Priority 3 (P3)

A P3 is a medium-to-low impact incident that affects certain partial and/or non-critical functions of a merchant’s POS, or that impairs some operations but allows the merchant’s operations to continue to function.

Priority 4 (P4)

A P4 is a general usage question or issue that may be minor or cosmetic in nature or documentation related, but the Yuansfer Gateway works without interruption.

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