Human help. Every hour a payment could break.
A named account manager, a shared Telegram group with your ops team, and a real person who picks up when something breaks at 2am. Escalation is a message. Not a ticket queue.
Four ways in. Pick what fits the moment.
Live merchants get all four. Prospects get email and Telegram. Whichever channel you use, the same team sees it.
Shared Telegram group
Every live merchant gets a private Telegram group with their account manager, an integration engineer and an ops lead from our side. Message when something's wrong. Get a human reply, not an auto-responder.
- Median first reply: 4 minutes (Asia hours)
- 24×7 escalation route documented
- Screenshots, voice notes, whatever's fastest
Same team, threaded conversation, audit trail. Best when you need something in writing. A compliance question, an SLA discussion, or handing a topic to your legal team.
- hello@mountpay.co. Everything
- compliance@mountpay.co. KYC / AML / DPA
- Median first reply: 4 hours (Asia business time)
Merchant dashboard
Every dashboard page has an in-app chat widget staffed by the same team. Attach transaction IDs, screenshots, log excerpts. One click, no ticket form to fill.
- Context passed automatically
- Chat history saved to your account
- Available whenever you're logged in
What "fast" actually means, by severity.
SLAs are commitments, not aspirations. If we miss them, your account manager tells you before you notice.
| Severity | Example | First reply | Resolution target |
|---|---|---|---|
| Sev 1 · Outage | All payments on one rail failing. Payouts stuck. | ≤ 5 min | ≤ 60 min |
| Sev 2 · Degraded | Success rate drops below floor on one method. | ≤ 15 min | ≤ 4 hrs |
| Sev 3 · Merchant-specific | One transaction stuck. Refund not received. Config question. | ≤ 30 min | ≤ 24 hrs |
| Sev 4 · Feature / advice | How-to questions, best-practice discussions, roadmap asks. | ≤ 4 hrs | ≤ 5 business days |
| Compliance | KYC/AML review, DPA questions, legal escalations. | ≤ 24 hrs | Case-by-case |
All times measured from the moment your message hits our queue. Business hours = 09:00–20:00 IST. Sev 1 & 2 are 24×7.
A named person. Not a rotating queue.
Every merchant is assigned an account manager on their first day. Same person from onboarding through year three. Knows your vertical, your traffic pattern, your integration.
-
1
Weekly ops check-in (first 90 days) 15-minute call to review success rate by method, reversal trends, and anything odd in your traffic. Drops to monthly once you're settled.
-
2
Proactive alerts If your success rate on a specific rail dips below its baseline for more than 30 minutes, your AM messages you before you notice.
-
3
Roadmap early access New rails, new countries, new features. Your AM tells you what's coming next quarter so you can plan around it.
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4
Escalation path documented Your AM, their team lead, our COO. Full escalation ladder shared on day one. You always know who's next if the reply isn't fast enough.
Your team, live · Sample
Faster than waiting for us.
Common questions answered without opening a chat. Bookmark the ones your team uses.
Merchant FAQs
Onboarding, pricing, KYC, payouts, and the questions high-risk merchants actually ask.
Browse FAQs → DocsIntegration docs
API reference, SDKs, webhooks, code samples, and sandbox setup.
See how it works → ComplianceCertificates & DPA
ISO 27001, SOC 2, and how to request the attestation package.
See compliance →Not a merchant yet? Talk to us anyway.
The same team answers sales questions. Even before you sign, you get a real person who knows the rails.