Technical support is intended to assist sandbox users troubleshoot and resolve specific issues resulting from use of the PSD2 Ecosystem. Ostia’s Technical Support and sandbox users are partners in the troubleshooting and resolution of issues. Users are expected to fulfil reasonable troubleshooting tasks as recommended by Ostia’s support staff. Issues arising from a need for training and implementation services may result in our making recommendations for further training or support.
The Online Forum will be the main point for contact and support:
Ostia PSD2 Sandbox Support Forum
A Ticket system is available for issues that are not suitable for the public form. Details for ticket submission will be made available upon registration.
The hours of service are Monday-Friday 09:00-18:00 Irish time.
Outside of hours of service :
When submitting a ticket, you will be asked to provide the following information:
A response means that we answer your Form request or ticket and acknowledge your issue, then assign the issue a service request number. Response times will be on best effort for the PSD2 ecosystem and as a result response times may vary. In some cases, we may need to obtain additional information from you in order to resolve the issue. Response times depend on the severity level of the issue and availablity of members of the Ostia team. The support agent will determine your problem's severity level.
For online hosted services, the hosting company used by Ostia to provide our services may suspend access to hosted services during maintenance or may experience outages, both of which are out of the control of Ostia Solutions. Ostia will aim to liaise with the hosting company and provide updates to sandbox users in such an event.
The Ostia escalation procedures raise the visibility and importance of your problem within the Ostia’s organisation. Ostia may, at its discretion, pass any case into the escalation process.