We understand that in the event of an unforeseen service disruption that it is critical for Paytronix to communicate what is happening and how quickly it will be resolved.
In this article, we will review:
Where to find Paytronix’s overall status as well as those of any known incidents
How Paytronix addresses incidents
How incidents are classified
Where can I find Paytronix's current status?
Paytronix maintains a status page atstatus.paytronix.comthat provides the uptime status of all systems. Additionally, can you find Scheduled Maintenance alerts, System Metrics and Incidents on this page.
You can subscribe to Status Page updates by clicking on the Subscribe to Updates button on the Status Page.
Updates will be sent whenever Paytronix creates, updates or resolves an incident and/or for scheduled system maintenance and can be sent via email, text message, webhook or feed. Select your preferred option from the ribbon then input the required contact information.
Updates will come from the following email address[email protected]and will look similar to the image below.
How does Paytronix address incidents?
When an incident is identified, Paytronix follows the steps below to determine how best to resolve the situation.
Investigate when a potential issue has been detected or reported.
Identify the issue and work to restore service.
Implement a resolution and monitor it for the stability.
Resolve the issue.
How does Paytronix classify incidents?
Paytronix classifies potential incidents based on their impact and urgency. This classification helps in determining the order in which incidents should be addressed. Typically, incident priority is categorized into different levels, such as:
Critical: Major incidents causing significant business impact, requiring immediate attention.
High: Incidents causing considerable disruption but not as severe as critical incidents.
Medium: Incidents causing moderate impact, usually affecting non-critical services or functions.
Low: Minor incidents with minimal impact, an issue detected on a single non-critical service or function.
Info: Symptom of an actual issue but with no known impact.
Please note that typically only critical and high incidents are posted to the Paytronix Status Page.
How do I report an incident?
If you are experiencing a system outage, please contact Paytronix Support at [email protected].
For additional assistance, please contact your solutions consultant or customer success manager, or email [email protected].