| CATEGORY | SUB CATEGORY | SLA IN BUSINESS HOURS | SLA in Days | DEPENDANCY |
| | | | |
| REFUNDS | | | | |
| Refund to closed customer bank account (processing time) | 40 hours | 5 days | Banks |
| refund older than 6 months (processing time) | 16 hours | 2 days | none |
| reverse or cancel a refund (only Nedbank) processing time | 40 hours | 5 days | Bank |
| refund/reversal request (processing time) | 16 hours | 2 days | none |
| refund POR (processing time) | 16 hours | 2 days | none |
| | | | |
| ADMINISTRATION | | | | |
| bank account details update - Peach aggregation account | 24 hours | 3 days | Finance |
| bank account details update - with acquirer merchant account | 32 hours | 4 days | Aquiring bank |
| invoice request/query | 32 hours | 4 days | None/Finance |
| recon request - where available (existing merchant) | 40 hours | 5 days | None |
| settlement statement request (aggregation) | 24 hours | 6 days | None/Finance |
| request to close merchant account | 40 hours | 5 days | Sales/Finance |
| password reset BIP/dashboard | 8 hours | 1 day | None |
| new user access dashboard | 8 hours | 1 day | None |
| settlement queries - ISO | 40 hours | 5 days | Bank |
| settlement queries - Aggregation | 24 hours | 3 days | None/Finance |
| change in pricing | 16 hours | 2 days | None |
| proof of 3DS | 16 hours | 2 days | None |
| | | | |
| INTERGRATION | | | | |
| Sandboxes | 8 hours | 1 day | None |
| webhook set up (standard) | 8 hours | 1 day | None |
| webhook set up (product team) | 16 hours | 2 days | product/engineering |
| integration errors - with regard to configuration (peach control) | 16 hours | 2 days | None |
| integration errors - reliant on partner/3rd party response | 40 hours | 5 days | banks/partners |
| integration requirement - requiring a system release or upgrade | at next release date | at next release date | product/engineering |
| integration errors - merchant configuration | 40 hours | 5 days | merchant |
| where to find credentials to go LIVE | 8 hours | 1 day | None |
| | | | |
| TRANSACTIONAL | | | | |
| Requests related to international cards/payments | 24 hours | 3 days | |
| Direct EFT transaction queries to either Peach or Merchant | 16 hours | 2 days | |
| confirmation of transactions status (identified in bip/console/system) | 8 hours | 1 day | |
| confirmations of transactions status (that requires acquirer/issuer confirmation) | 40 hours | 5 days | bank/acquirer |
| | | | |
| ONBOARDING RELATED | | | | |
| Fica/contract queries & info | 16 hours | 2 days | none |
| Add-on: Paysafe | 24 hours | 3 days | none |
| Add-on: Paysafe (new ISO merchant account- see below) | | 21 days after forms signed | bank/merchant |
| Add-on: EFT Secure | 24 hours | 3 days | none |
| Add-on: additional/change URL | 40 hours | 5 days | none |
| Add-on: change integration | 24 hours | 3 days | none |
| Add-on: AMEX | | 21 days after forms signed | Bank |
| Add-on: Diners | | 21 days after forms signed | Bank |
| Add-on: Debit Orders | | 30 - 60 days | Paysoft/Bank |
| Add-on: Payouts | | 7 -14 days | bank and 3rd party partner |
| Add-on: MPESA | | 21 days | Bank/MPESA/Merchant |
| Add-on: Foreign card acceptance | 32 hours | 4 days | Risk approval |
| Add--on: ScantoPay (ISO) | | 21 days after forms signed | bank/mastercard/merchant |
| Add--on: ScantoPay (Aggr) | 24 hours | 3 days | none |
| Add-on: Mobicred (ISO) | 40 hours | 5 days | mobicred |
| Add-on: Mobicred (Aggr) | 24 hours | 3 days | none |
| Add-on: Additional merchant account same legal entity (Aggr) | 40 hours | 5 days | merchant |
| Add-on: Additional merchant account same legal entity (ISO) | | 21 days after forms signed | bank/merchant |
| Add-on: additional channel (Aggregation) - including MOTO | 40 hours | 5 days | none |
| Add-on: additional channel (ISO) - including MOTO | | 7-21 days | acquirer |
| Add-on:1foryou (Aggregation) | | 7 days | 1ForYou |
| Add-on:1foryou (ISO) | | TBC | 1ForYou/merchant |
| Add-on: ApplePay (Nedbank ISO merchants) | 40 hours | 5 days after forms signed | |
| Add-on: Legal entity change (Aggre) | 40 hours | 5 days | Risk approval |
| Add-on: Legal entity change (ISO) | | 21 days after forms signed | bank/merchant |
| Add-on: reactivate account (old merchant) | 40 hours | 5 days | Risk approval |
| Add-on: Payflex | 24 hours | 3 days | Payflex partner |
| Add-on: Zeropay | 32 hours | 4 days | Zeropay partner |
| Add-on: Instant EFT by Peach | 24 hours | 3 days | Stitch |
| Add-on: A+ | 32 hours | 4 days | Tenacity |
| Add-on: Virtual terminal (Aggregation) | | 5 days | Risk approval |
| Add-on: Virtual terminal (ISO) | | 7 - 10 days | acquirer approval and processing |
| Add-on: Multicurrency (with existing Absa merchant account) | | 10 - 21 days | acquirer approval and processing |
| Add-on: Blink | 24 hours | 3 days | Emtel partner |
| Add-on CapitecPay | | 4 days | Capitec Bank |
| Add-on: Nedbank Direct EFT | 24 hours | 3 days | none |
| Add-on: MCB Juice | | 10 days | MCB Bank |