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Support & Contact ​

Part of: MPAC SmartPOS Cloud Platform - Product RequirementsVersion: 2.0 Last Updated: 2026-01-28

Overview ​

This document provides contact information and support channels for the MPAC SmartPOS Cloud Platform. Use these resources for technical assistance, security issues, sales inquiries, and incident response.

Documentation Resources ​

Technical Documentation ​

  • Location: /docs/
  • Content: Architecture, design documents, implementation guides
  • Access: Internal team members

API Documentation ​

  • URL: https://api.mpac-cloud.com/docs
  • Content: Interactive API reference with examples
  • Access: Authenticated developers

SDK Documentation ​

  • URL: https://sdk.mpac-cloud.com
  • Content: Client SDK guides and integration examples
  • Access: Public

Support Channels ​

Technical Support ​

  • Email: support@mpac-cloud.com
  • Response Time:
    • Critical: 1 hour
    • High: 4 hours
    • Medium: 1 business day
    • Low: 3 business days
  • Hours: 24/7 for critical issues

Security Issues ​

  • Email: security@mpac-cloud.com
  • Purpose: Report security vulnerabilities, incidents
  • Response Time: 2 hours for critical security issues
  • PGP Key: Available at https://mpac-cloud.com/security/pgp

Sales Inquiries ​

  • Email: sales@mpac-cloud.com
  • Purpose: Partnership opportunities, licensing, pricing
  • Response Time: 1-2 business days
  • Hours: Monday-Friday, 9:00-18:00 JST

Incident Response ​

On-Call Support ​

  • System: PagerDuty escalation
  • Availability: 24/7/365
  • Escalation Tiers:
    1. On-call engineer (immediate)
    2. Engineering lead (15 minutes)
    3. CTO (30 minutes)

Status Page ​

  • URL: https://status.mpac-cloud.com
  • Updates: Real-time system status and incident notifications
  • Subscriptions: Email, SMS, Slack, webhook notifications
  • History: 90-day incident history

Incident Reports ​

  • Timeline: Published within 48 hours of resolution
  • Content: Root cause analysis, timeline, remediation steps
  • Distribution: Email to affected customers, posted to status page
  • Format: Markdown document with full technical details

Service Level Agreements (SLA) ​

Uptime Targets ​

Service TierUptime TargetMonthly Downtime
Production99.95%21.6 minutes
Staging99.5%3.6 hours
DevelopmentBest effortN/A

Performance Targets ​

MetricTargetMeasurement
API Response Time<200ms (p95)Per-endpoint monitoring
Payment Processing<5 secondsEnd-to-end transaction time
Device Authentication<1 secondToken issuance time

Support Ticket System ​

Creating a Support Ticket ​

  1. Email support@mpac-cloud.com with:

    • Clear subject line
    • Detailed description
    • Steps to reproduce (if bug)
    • Environment details
    • Impact assessment
    • Relevant logs/screenshots

  2. Include in ticket:

    • Merchant ID / Store ID
    • Device ID (if applicable)
    • Transaction ID (if applicable)
    • Timestamp of issue
    • Expected vs actual behavior

Ticket Priority Levels ​

PriorityCriteriaResponse Time
CriticalProduction down, security breach1 hour
HighMajor functionality impaired4 hours
MediumMinor functionality issue1 business day
LowEnhancement request, question3 business days

Community & Resources ​

Developer Community ​

Training & Onboarding ​

Release Notes ​

Emergency Contacts ​

Critical Infrastructure Issues ​

Data Privacy & Compliance ​

See Also ​

Related References:

Technical Documentation:

Deployment:

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