PayKato is in a controlled Nigeria pilot. These response targets apply to all merchants with an active account. Business hours are 09:00–18:00 WAT, Monday to Friday, excluding Nigerian public holidays. Times start when your ticket is received, not when you draft it.
Live payments blocked, dashboard inaccessible to all users, security incident, suspected fraud against a merchant account.
First response: Within 2 business hours
Resolution: Workaround or status update every 4 business hours until resolved
Payouts delayed past published timing, settlement ledger discrepancy, KYC review stuck after partner approval.
First response: Within 1 business day
Resolution: Status update every 2 business days; resolution target 5 business days
Payment link or invoice configuration questions, dashboard usability issues, documentation requests, billing clarification.
First response: Within 2 business days
Resolution: Resolution target 10 business days
Feature requests, roadmap questions, general product feedback, partnership inquiries.
First response: Within 5 business days
Resolution: No fixed resolution; tracked on the product roadmap when applicable
[S1] Live payments failing.Tier 1
Support
First-line contact for all product, account, KYC, payment-link, invoice, settlement, and payout questions.
Tier 2
Compliance
KYC/KYB document disputes, suspected AML issues, sanctions screening questions, data-protection requests, regulator correspondence.
Tier 3
Operator escalation — Omega Allied Services LTD
Unresolved S1/S2 cases past SLA, formal complaints, contractual disputes, partner-level escalations.
Escalate to the next tier only after the prior tier has missed its response target or you reasonably believe the prior tier cannot resolve the issue (for example, regulator correspondence). Include the original ticket ID in every escalation.
If your complaint is not resolved through the tiers above, you can escalate externally per our Complaint Handling Policy, including to the Nigeria Data Protection Commission (NDPC) for data-protection matters and the CBN-licensed partner's regulator for payment-related disputes.
Response targets are operational commitments during the Nigeria pilot and do not constitute legal guarantees. SLAs may be tightened or relaxed by category and signed merchant agreement.