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Support Structure

Overview​

At Nopan, we take a proactive and collaborative approach to support. Our goal is to ensure that your team is set up for success - not just during go-live, but throughout your entire journey with us.

We offer structured support across four key stages:

  1. Integration Support: From discovery through testing, we provide hands-on guidance to ensure a smooth integration.
  2. Go‑Live Support: We work closely with your team during onboarding and launch to align expectations and resolve issues quickly.
  3. Production Support: Once live, we monitor and support your platform with SLAs, escalation pathways, and proactive alerting.
  4. Strategic Alignment: Through regular reporting, QBRs, and feedback loops, we continuously improve and align with your evolving needs.

You can expect responsive communication, transparent processes, and a dedicated team throughout each phase.

Integration Support​

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We work closely with your team during the integration phase to ensure a smooth and successful technical setup. This includes everything from initial scoping to testing and readiness for launch.

Phase
Activities
Goal
Discovery
Requirements workshop, technical deep dive
Define integration scope & timeline
Integration
API onboarding, merchant account configuration
Establish connectivity & sync
Testing
Sandbox access, mocking, bug resolution
Validate end‑to‑end flow
Launch Readiness
Go-live checklist review, dry-run simulation
Ensure smooth, low-risk launch
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In addition to structured support during each phase, we provide the following to accelerate and streamline your onboarding:

  • Tailored training on Nopan's platform capabilities
  • Comprehensive knowledge base for FAQs and self-service troubleshooting
  • Dedicated onboarding channel (Slack or preferred tool) for real-time collaboration with our solutions team

Go‑Live Support​

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As your integration wraps up, we shift focus to supporting your go-live. This phase ensures onboarding, coordination with merchants, and real-time collaboration to handle any launch blockers.

Milestone
Activities
Channels
Kick‑off Call
Align stakeholders & expectations
Video Conferencing
Onboarding Support
Merchant onboarding & triage
Video Conferencing / Slack
Progress Checks
Weekly sync & status reports
Slack / Email
Issue Resolution
Dedicated technical support
Slack / Email
Merchant Readiness
Final merchant validation & coordination
Email / Onboarding Portal
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In the lead-up to go-live, we also offer operational and compliance support to reduce friction and ensure merchant readiness. These services help streamline onboarding and reduce last-minute surprises:

  • KYC/KYB reviews for platform and merchant onboarding
  • Sandbox walkthroughs and validation checklists

Production Support​

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Once you're live, we continue to provide hands-on support to maintain reliability and performance. This includes 24/7 monitoring, issue triage, and structured release coordination.

Service
Availability
Description
Monitoring & Alerts
24/7
We monitor traffic, errors, and latency
Standard Support
Mon‑Fri, 9am–6pm CET
General issue resolution and onboarding help
Premium SLA
24/7
Guaranteed response times
Release Coordination
As scheduled
Joint release planning, validation, and timing
Merchant Escalations
Mon–Fri, 9am–6pm CET
Platform-managed, with our second-line support
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To support long-term operational success, we also offer optional services that help your team manage merchant operations and stay aligned with platform changes:

  • Continuous training to support platform-managed merchant service
  • Impact reviews for feature changes or rollout plans

Escalation Framework​

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Our escalation framework defines clear ownership and response times based on the severity and complexity of each issue. This ensures that challenges are addressed by the right teams quickly.

Tier
Owner
Target Response
Escalation Trigger
Tier 1
Support Engineer
< 2 hrs
Initial request
Tier 2
Technical Lead
< 4 hrs
Persistent issues or integration blockers
Tier 3
Engineering Manager
< 8 hrs
Complex or platform-wide impact
Executive
Head of Support
< 24 hrs
Major outages or SLA breaches
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All escalated cases are tracked through our support system, with updates shared via your preferred channel. Critical escalations are reviewed during post-mortems or in QBRs.

Communication & SLAs​

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We provide multiple support channels to match your team’s preferred ways of working. Each channel has defined hours and SLAs to set clear expectations for responsiveness.

Channel
Purpose
Hours
SLA
Slack (#nopan-support)
Everyday real-time and urgent collaboration
Mon–Fri 9am–6pm CET
Response within 2 hours
Email (support@nopan.com)
Non‑urgent or documentation
Mon–Fri 9am–6pm CET
Response within 4 hours
Phone‑on‑call
Critical issues
24/7
Response within 30 mins (with premium SLA)

Support Reporting & Reviews​

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We regularly share updates and performance metrics to keep you informed and aligned. These reports help track operational health and identify areas for continuous improvement.

Types of Support Reporting
  • Weekly Support Summary: Highlights urgent issues, trends, and support load.
  • Monthly Performance Reports: Tracks KPIs such as uptime, latency, and support SLAs.
  • Quarterly Business Reviews (QBRs): Aligns strategy, product roadmap, and performance.
  • Post-mortem Reviews: Breaks down major incidents and outlines improvement actions.
Frequency
Report Type
Recipients
Purpose
Weekly
Support Summary
Ops & Eng teams
Track status, open tickets, escalations
Monthly
Performance Report
Key Stakeholders
Monitor uptime, latency, and support trends
Quarterly
Business Review (QBR)
Leadership team
Review roadmap, SLA metrics, strategic goals
On-demand
Post-mortem Review
Impacted teams
Analyze incidents, identify corrective actions

Feedback & Continuous Improvement​

We continuously evolve our support experience based on your feedback. Post-mortems and quarterly surveys, including NPS checks, help us refine workflows, tools, and documentation.

You may also request Quarterly Business Reviews (QBRs) to ensure strategic alignment and long-term value. These include:

  • Insights based on your platform’s payment performance data
  • Previews of upcoming features and discussion of their impact
  • Joint planning for major initiatives like geographic expansion or large-scale onboarding