Support, SLA and availability

Support and availability commitments are defined in the applicable customer agreement, order form or marketplace terms.

Because Simo Rail uses payment market infrastructure test environments, availability may also depend on the availability and maintenance windows of those external test environments.

Support scope

• User access and onboarding support
• Test scenario guidance
• Issue investigation for Simo Rail functions
• Coordination of rail-specific testing questions
• Escalation of service-impacting incidents

Detailed SLA terms are shared in the private documentation area or through the commercial agreement.