Support Policy

Who this covers:
This Support Policy applies to all SpendOS enterprise clients with an active deployment or signed agreement. For general enquiries, contact us at support@pepmo.app

How to reach us:
For all support — technical issues, integration queries, platform questions, account and commercial queries, and urgent issues — contact support@pepmo.app

For P1 critical issues, use the emergency contact provided to you during onboarding.

Support tiers:

P1 — Critical Platform unavailable or payment flow directly impacted. Response time: Within 1 hour. Resolution target: Continuous until resolved.

P2 — High Significant feature impairment. Campaign not firing. Analytics unavailable. Response time: Within 4 business hours. Resolution target: Within 1 business day.

P3 — Medium Non-critical issue. Workaround available. Minor UI or reporting discrepancy. Response time: Within 1 business day. Resolution target: Within 3 business days.

P4 — Low General query, feature request, or configuration question. Response time: Within 2 business days. Resolution target: Addressed in next available sprint or release.

Business hours:
Standard support is available Monday to Friday, 9:00 AM to 6:00 PM IST, excluding public holidays. P1 issues are monitored outside business hours via your designated contact.

What we support:

• SpendOS platform and Console

• API and SDK integration issues

• Campaign configuration and troubleshooting

• Analytics and reporting queries

• CBS connector issues — Finacle, BaNCS, Temenos

What we don't support:

• Third-party systems or PSPs not connected to SpendOS

• Issues arising from modifications outside Pepmo's recommended integration guidelines

• End-consumer queries — direct your users to your own support channel

Escalations:
If your issue is not being resolved appropriately, email support@pepmo.app with your ticket reference number and mark the subject line "Escalation."

Feedback:
Share feature requests or improvement suggestions at support@pepmo.app — all feedback is reviewed by the product team.

Contact:
PIPL Office 108-109, Amanora Mall, WeWork Amanora Crest, Amanora Park Town, Hadapsar, Pune, Maharashtra 411028 | support@pepmo.app