Level 1
Helpdesk & frontline support
Response: Under 30 minutes
Day-to-day operational queries, menu updates, receipt layout customisation and thermal printer pairing.
Customer support
Support and escalation matrix
A structured, three-level support pipeline with clear response commitments, so a problem at your billing counter gets to the right person fast.
Support levels
Who responds, and how quickly
Level 2
Technical & database engineering
Response: Under 2 hours
Advanced troubleshooting for database connectivity, multi-terminal device routing, offline sync resolution and inventory ledger checks.
Contact:Ticket from your dashboard, or the priority WhatsApp line
Level 3
Management & executive escalation
Response: Under 6 hours
Critical multi-outlet blockers, custom API integrations, dedicated account manager assignment and custom SLA reviews.
Contact:Escalation desk and direct stakeholder review
How it works
How an issue moves up the levels
- STEP 1
Report the issue
Raise it by phone, email, dashboard ticket or the priority WhatsApp line.
- STEP 2
Triage and fix
Level 1 resolves everyday issues. Anything technical moves to Level 2 automatically.
- STEP 3
Escalate if needed
Critical or multi-outlet blockers reach Level 3 for management attention.
Chains & enterprise
Need priority support for your chain?
Multi-outlet accounts receive dedicated onboarding managers, direct phone lines and customised SLA contracts that match peak operating hours.
How fast does Paytimate support respond?
Level 1 helpdesk responds within 30 minutes, Level 2 technical engineering within 2 hours and Level 3 management escalation within 6 hours.
When should I escalate to Level 2 or Level 3?
Escalate to Level 2 when the problem involves database connectivity, offline sync or device routing. Escalate to Level 3 for issues that block several outlets or need custom integration or SLA decisions.
Do multi-outlet chains get priority support?
Yes. Multi-outlet accounts receive a dedicated onboarding manager, direct phone lines and an SLA tailored to their peak operating hours.
What are your support hours?
Phone support runs Monday to Saturday, 10:00 AM to 6:00 PM IST. Email and dashboard tickets are monitored by the support team.
Get in touch with our engineering team
Share your business details for immediate technical help or priority onboarding.
Get a free Paytimate demo
Share your details and our team will set up a walkthrough for your outlet.