PagoNxt has established its own Target Operating Model (TOM), which outlines and documents the agreed-upon methods of operation. This model serves as a commitment to delivering on the promises made to our customers.
Users of PagoNxt services might/will interact with three different portals:
Customer Operations Portal: to operate the PagoNxt Payments Hub, review dashboards and control/manage all about their payments. To access this URL please contact your PagoNxt Payments Service Manager.
Help Desk Portal: in case there is a need to contact PagoNxt for any help request (Service, Change and/or Incidents).
Developer portal : to connect with the Payment Hub and help set up the APIs and/or any necessary testing.
Relationship
A dedicated team will actively support relationships with each customer, ensuring that service requests, incident support, and report reviews are available at all times.
Regularly scheduled forums and committees are organized between PagoNxt Service Owners and customers to review key performance indicators (KPIs) and service level agreements (SLAs), as well as to discuss and agree upon the relationship roadmap.
Service
Users of PagoNxt services, provided they have the appropriate permissions, can access the Help Desk Portal. This platform allows them to either self-serve or reach out to PagoNxt support teams for assistance with various services, including operational support, user management, incident resolution, and change requests.
Customers can connect with PagoNxt through the following communication channels, each with specific availability:
Communication Channel | Help Request | Availability |
|---|---|---|
Help Desk Portal | Incidents, Service or change requests | 24/7 |
On Call service | Incidents | 24/7 |
Escalations and for specific users | Mon to Fri 8am to 7pm CEST |
Monitoring and incidents
PagoNxt boasts a highly skilled IT Operations (IT Ops) team that continuously monitors payment operations, adopting a proactive approach to incident management.
In the event that an incident does occur, our team is available 24/7/365, with a dedicated service manager overseeing the restoration of operations to meet agreed-upon SLAs, if necessary.
Incidents are prioritized to ensure they are addressed effectively by teams possessing the highest level of expertise.
Changes
Change is the only constant, and PagoNxt is no exception. As the dynamics between PagoNxt and its customers evolve, either party may need to request adjustments due to regulatory requirements, process improvements, or new operational methods that affect how PagoNxt delivers its services. To address these scenarios effectively, PagoNxt has established clear and organized procedures. These protocols facilitate collaboration between both parties, ensuring that companies can continue to receive PagoNxt's services seamlessly.
Payment operations
The Customer Portal is an essential tool designed to empower operational teams in managing, repairing, and overseeing all information related to their payments.
Through the Customer Portal, users can:
Access real-time snapshots of their overall payments landscape in the Status Overview/Home section.
Explore the list of payments and obtain detailed information about any specific payment in the Payment list section.
Intervene in any payment that requires manual attention.
Monitor and trace online payments using the Business and Operational Dashboards, which enhance transparency and promote operational excellence.
PagoNxt Payments Hub
Maximizing the utilization of PagoNxt's Payment Hub portals—specifically the Customer portal for Payment Operations Management, the Help Desk for Support, and the Developer portal for API integrations—is our primary goal. We aim to assist our customers in fully leveraging the capabilities of the Payment Hub solutions.