Pago Client Service provides support for all national and international clients regarding all Pago's services.

Pago Client Service is your first contact point whenever questions and problems arise. This includes assistance with transaction inquiries and messages regarding availability of Pago's system.

Support services on request
 The following external support services will be provided by Pago Client Service at merchant’s/client’s request:

• Response to transaction detail queries
• Questions on Local Server and XML
• Issues relating to Pago internal processes and system behaviour
• Queries on chargeback processing and about individual chargebacks
• Questions on Pago invoices and clearing and settlement statements
• Questions on Pago’s Account Receivables management (ServiceLevel Receivables and Accounting)
• Forwarding of posting documents for manual processing (write-offs, credit notes and reversals) by email or by fax
• Administration of access rights for BIS
• Questions on individual BIS reports
• Check of incoming contracts (check of integrity and that documentation is complete), including customer support for OMA (Online Merchant Application)
• Receipt and acceptance of SIF upload release permission (for partners with special contracts)
• Receipt of requests for changes in merchant details (e.g. addresses, account details, narratives, IP addresses etc.) and confirmation of processing status
• Administration of various distribution lists for outage infos, notification of clearing statements and of new chargebacks
• Regular telephone conferencing at customer’s special request

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Proactive support services

The following pro-active tasks are carried out automatically by Pago Client Service, without any special request:

	Despatch of welcome email after taking over the operative support from Consulting, including an updated list of contact persons and merchant data
	Reminder email after six weeks
	Despatch of important infos like changes to general terms, credit card regulations and to Pago products.
	Generation and despatch of new LicenceKeys for LocalServer operation.
	Despatch of new chargeback notifications
	Despatch of notifications of new downloadable documents (clearing statements and invoices)
	Notification of changes in clearing periods, e.g. because of holidays.
	Processing and despatch of notification of conspicuous behaviour in credit card processing (hotspots, limit transgressions for chargeback or credit ratios, fraud reports)
	Notification of pending maintenance windows at Pago or at service providers
	Despatch of notifications for system outages or disruptions; if a system’s availability cannot be guaranteed, an email notification is sent to the merchants’ contact persons named.
	System availability report : all customers receive a system availability overview at the beginning of each month
	Despatch of regular periodic lists and breakdowns as part of the manual reporting package, like payment reminder lists and reminder block lists. This information is transmitted to Pago’s contract customers punctually and reliably, as agreed with the customers. Special requirements for preliminary reports, queries or other posting instructions which may result from these lists can be directed to Client Service
	Email availability: (support@pago.de), Telephone (+49 / (0) 221 / 3208 – 777), Fax (+49 / (0) 221 / 3208 – 8666) Mondays to Fridays, 9 am – 7 pm; there is also a contact person for questions on system availability at the same telephone number (+49 / (0) 221 / 3208 – 777).

Note: Pago Client Service supports every company (and accordingly their employees), which has a valid service contract with Pago.

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The Pago Business-Operations-Team consists six well trained co-worker, who you support in all questions to Pago products and - service offers:

• Boris Kersten, Head of Client Management
• Till Gramlich, Client Service
• Hans-Jürgen Fries, Client Service
• Frank-Olaf Nagel, Client Service
• Marion Buschheuer, Client Service

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