This page outlines the support coverage, response times, and resolution commitments for StraitsX Cards services.
Support Scope
We provide support for all card-related matters, including but not limited to:
- Card issuance and activation issues
- Transaction failures or declined payments
- Disputes and chargebacks
- API or system-related errors
- Settlement or reconciliation queries
- Apple Pay / Google Pay provisioning
- Mandate or compliance-related clarifications
Support Channels
You may contact our Cards Support Team via:
- Email: support.cards@straitsx.com
- Support Portal (Ticket Submission)
- Slack / Chat
Service Hours
- Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (SGT).
- After-Hours Support: Available 24/7 for P1 (Critical) incidents only.
Severity Levels & Response Times
The StraitsX Cards Team follows a specific support framework that categorizes issues by severity, with defined response and resolution times.
| Severity Level | Description | Initial Response | Resolution/ Workaround | Updates |
| P1 (Critical) | Production outage, system unavailability, or transactions failing for multiple clients. | ≤ 30 mins. | 4 hours (Workaround), 24 hours (Resolution). | Every 2 hours. |
| P2 (High) | Partial service impact, individual client unable to transact, or major API degradation. | ≤ 1 hour. | 1 business day. | Every 2 hours. |
| P3 (Medium) | Functional issues not blocking transactions (e.g., settlement delay, single card issue). | ≤ 4 business hours. | 3 business days. | Daily. |
| P4 (Low) | Staging issues, general queries, and configuration requests. | ≤ 2 business days. | 5 business days. | Daily. |
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