Dedicated support for merchants, distributors, partners, and end users across the Mezzofy platform. Our team is available around the clock to ensure your business never stops.
Choose the support channel that best fits your role on the Mezzofy platform.
Supply-side customers can submit and track support requests directly through the Merchant Portal. Access ticketing and documentation.
Access Merchant PortalDistributors can manage support requests, review SLAs, track inventory issues, and escalate tickets through the Distributor Portal.
Access Distributor PortalFor consumers and end users who need assistance with coupon redemption, wallet issues, or general inquiries.
support@mezzofy.com
Email SupportCommon issues and what to do, organized by user type.
Please check your store network and device configuration before submitting a ticket.
Our commitment to response and resolution times across all support tiers.
Hosted on AWS (Singapore region) — 99.9% uptime SLA
| Severity | Response Time | Resolution Time |
|---|---|---|
| 🔴 Critical | 15 Minutes | 2 Business Hours |
| 🟠 High | 2 Business Hours | 6 Business Hours |
| 🟡 Medium | 4 Business Hours | 16 Business Hours |
| 🟢 Low | 8 Business Hours | 3 Business Days |
SLA timers begin upon ticket acknowledgement. Resolution times are targets, not guarantees, and may vary for issues requiring third-party involvement. Support hours are based on Singapore Time (SGT, UTC+8).
What happens after you submit a support request.
Submit your request via the Merchant Portal, Distributor Portal, or email. Include your account ID, a clear description, and any screenshots or logs.
Our team acknowledges your ticket within the SLA response time and assigns a case reference number for tracking.
Our engineers investigate the issue and provide regular updates. You will be notified at each status change via email or portal notification.
Once resolved, we provide a full resolution summary and confirm closure with you. You can reopen the ticket within 7 days if the issue recurs.