Support & Escalation

This page explains the recommended support process for partners using the Netevia Tap to Pay SDK.

Support Model

The recommended support path is:

Partner or merchant issue → Netevia support → Escalation if needed

Netevia is the first-line contact for partner Tap to Pay integrations.

Partners should contact Netevia first for integration, merchant setup, production launch, or payment-side questions.

Partner Responsibilities

The partner is responsible for supporting issues related to their own application.

Partner-owned areas include:

App login
App user interface
App navigation
App release process
App Store or Google Play submission
App feature flags
Merchant user training inside the partner app
Partner backend behavior, if applicable
First-level merchant communication

Netevia Responsibilities

Netevia supports the payment integration and production enablement process.

Netevia-owned areas include:

SDK access
Partner onboarding guidance
Merchant payment setup
Tap to Pay configuration
UAT coordination
Production enablement
Payment-side troubleshooting
Launch coordination
Escalation management

Escalation Areas

Some issues may require escalation beyond first-line support.

Examples include:

SDK-level issue
Tap to Pay behavior issue
Android SoftPOS behavior issue
Infrastructure-level issue
Certification-related issue
Payment processing issue requiring deeper investigation
Issue that cannot be resolved by partner and Netevia support

Netevia will coordinate escalation when needed.

What to Include in a Support Request

To help investigate issues quickly, partners should include:

Partner name
Merchant name or merchant reference
Platform: iOS or Android
App version
SDK version
Device model
OS version
Environment: UAT or Production
Date and time of the issue
Transaction reference, if available
Error message or error code
Steps to reproduce
Screenshot or video, if available
Logs, if available and safe to share

Do not include full card data, private keys, access codes, full credentials, or sensitive payment data.

Common Issue Types

Common issue types may include:

SDK access issue
SDK installation issue
SDK initialization issue
Merchant configuration issue
Tap to Pay not available
Payment declined
Transaction canceled
Transaction timed out
Receipt issue
App review issue
Production enablement issue

Priority Guidelines

Partners should indicate the business impact when reporting an issue.

Critical

Use for issues that block live payment acceptance for production merchants.

Examples:

Production payments are not working
Multiple merchants are blocked
Approved transactions are not completing
Production launch is blocked

High

Use for issues that affect important payment flows but have a workaround.

Examples:

Some merchants cannot use Tap to Pay
Specific device model has issues
Payment works, but result handling is inconsistent
Pilot launch is impacted

Normal

Use for non-blocking issues.

Examples:

Documentation question
UAT issue with workaround
Minor UI issue
Clarification needed

Partner Support Checklist

Before contacting Netevia support, the partner should confirm:

Launch Support Checklist

Before a production launch or pilot, confirm:

Partner support owner is assigned.
Netevia support contact is confirmed.
Launch date and time are confirmed.
Pilot merchants are confirmed.
Known issues are documented.
Escalation path is understood.
First production transaction monitoring is planned, if needed.

Summary

Partners should contact Netevia first for Tap to Pay support.

Netevia will help investigate payment-side, configuration, launch, and integration issues and will coordinate escalation when needed.

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