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Polar Moment Ltd

Payment Systems Support

Payment systems need to be secure, able to process high transaction volumes and deliver high availability. A thorough understanding of the payment industry is critical, to ensure that your chosen payment system meets your business objectives.
Polar Moment's support service enables organisations to maximise the effectiveness of their payment systems.

Features

  • 24x7 support of live payment systems
  • Active monitoring, reporting and alerting
  • Routine maintenance activities
  • Test strategy definition
  • Preparation of production operations procedures
  • Deployments to live and test environments
  • Application of software vendor patches
  • Liaison with payment system vendors on behalf of the business

Benefits

  • Reduces payment processing costs
  • Improves payment acceptance rates
  • Improves payment system uptime
  • Ensures system security

Pricing

£650 to £1,100 a unit a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at paul.deed@polarmoment.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

7 6 0 4 5 3 6 6 8 3 5 6 8 2 0

Contact

Polar Moment Ltd Paul Deed
Telephone: 01252 810061
Email: paul.deed@polarmoment.co.uk

Planning

Planning service
Yes
How the planning service works
Our business consultants partner with organisations to understand the business drivers and select the most appropriate payment solution(s) for them.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We undertake accreditation, functional, and non functional testing of payment systems.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We provide business hours as well as 24x7 support for business-critical payment systems for a range of clients. The SLA can be the Polar Moment standard SLA or tailored to suit the customer's requirements.

Service scope

Service constraints
None.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Priority 0 Response within one hour of customer’s initial contact; Restoration within 2 hours of above Response; Resolution within 48 hours of above Restoration.
Priority 1 Response within one hour of customer’s initial contact; Restoration within 4 hours of above Response; Resolution within 48 hours of above Restoration.
Priority 2/3 Response within 2 working days of customer’s initial contact; Resolution within; next quarterly maintenance release if reported at least 40 days before the scheduled release, or, next but one quarterly maintenance release if reported within 40 days of the next scheduled release
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Priority 0 Response within one hour of customer’s initial contact requesting services; Restoration within 2 hours of above Response; Resolution within 48 hours of above Restoration.
Priority 1 Response within one hour of customer’s initial contact requesting services; Restoration within 4 hours of above Response; Resolution within 48 hours of above Restoration.
Priority 2/3 Response within 2 working days of customer’s initial contact requesting services; Resolution within; next quarterly maintenance release if reported at least 40 days before the scheduled release, or, next but one quarterly maintenance release if reported within 40 days of the next scheduled release

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Approachable Certification
ISO/IEC 27001 accreditation date
22/05/2024
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

Polar Moment and the Latitude 91 group continue to strive to meet demanding environmental, social, and sustainability commitments, aiming to be the best business we can be. As members of the SME Climate Hub (www.smeclimatehub.org), we are committed to achieving net-zero status by 2050.

Pricing

Price
£650 to £1,100 a unit a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at paul.deed@polarmoment.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.