Contact & Support

Operational continuity and system uptime are our top priorities. DOKU provides tiered support channels to ensure merchants receive quick and accurate assistance tailored to the type of need encountered.

1. Priority support channels We divide support channels into two main categories for efficient response time:

Support Category	Service Time	Type of Request
Technical support	24/7	Critical issues: API downtime, failure or pending transactions, system bugs or real-time network constraints.
Operational support	Business days (office hour)	Critical issues: dispute settlement or reconciliation report, balance dispute and balance inquiry.
Business support	Business days (office hour)	Non-critical issues: contract amendments, billing inquiries, special report requests or new feature submissions.

• Incident hotline: [phone]

• Operational support email: [email protected]

• Account manager: direct contact with the dedicated account manager for commercial or administrative issues.

1. Effective escalation procedure To ensure a swift resolution time, merchants are required to include the following essential data in every incident report:

• Transaction ID, the unique DOKU transaction identifier.

• Timestamp, the accurate date and time the instruction was submitted.

• Error code / status, the error code received from the system or the transaction status.

• Issue description, a detailed explanation of what happened and the steps taken to replicate the issue, if applicable.

1. Response time commitment (SLA) DOKU’s technical support team is committed to delivering a rapid initial response time (IRT) for critical incidents, ensuring your business’s operational continuity is maintained.