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Service Qaulity Standards1. Our Commitment to Quality2. Services Covered3. Quality Service Benchmarks4. Data Handling and Security5. Internal Standards & Staff Training6. Client Feedback Process7. Escalation Path8. Policy Review

Service Qaulity Standards

Effective Date: [2023 Febuary 6th]

Entity: Intruxt Merchant Services Inc. (Canada) / Intruxt Merchant Services LLC (USA)

Website: www.intruxtmerchantservices.com

1. Our Commitment to Quality

At Intruxt Merchant Services, we are dedicated to delivering exceptional service built on security, speed, and professionalism. Our internal service quality standards ensure that every client receives consistent and reliable support throughout their relationship with us.

2. Services Covered

These standards apply to all services we offer, including:

  • Merchant onboarding and account setup
  • Payment processing and digital gateway access
  • Merchant funding and business cash advance programs
  • Ongoing customer support and account maintenance
  • Secure platform access through our client portal

3. Quality Service Benchmarks

CategoryStandard
Client CommunicationAll inquiries responded to within 1 business day
Onboarding TimeCompleted onboarding submissions reviewed within 24–48 hours
Funding TurnaroundApproved funding disbursed within 1–2 business days
Technical SupportIssues acknowledged within 1 business day, resolved within 3 business days
System AvailabilityPortal and services maintained at 99.9% uptime, excluding maintenance
Document HandlingAll uploaded documents secured through encrypted transmission protocols
User SupportClients provided clear instructions and service documentation
Issue ResolutionAny service complaint reviewed and addressed within 5 business days

4. Data Handling and Security

We ensure:

  • Use of secure encryption for all document transmissions
  • Controlled access to sensitive account information
  • Internal procedures for identity and information verification
  • Secure hosting and portal access for our online services

5. Internal Standards & Staff Training

All team members:

  • Are trained to follow internal compliance procedures and data protection protocols
  • Participate in regular service quality evaluations and platform performance reviews
  • Are required to uphold our standards of professionalism, confidentiality, and efficiency

6. Client Feedback Process

Client satisfaction is at the core of our service model. We actively invite and review feedback submitted via:

  • Email communications
  • Website contact forms
  • Post-onboarding satisfaction follow-ups

Feedback is reviewed on a routine basis to help us improve system performance, service delivery, and support tools.

7. Escalation Path

If a client believes service standards were not met, they may escalate the concern directly to our management team.

Canada Office

Intruxt Merchant Services Inc.

6th Floor – 2000 McGill College Avenue

Montreal, QC H3A 3H3

Email: Anna@intruxtmerchantservices.com

U.S. Office

Intruxt Merchant Services LLC

8 The Green, Ste R

Dover, Delaware 19901

Email: Anna@intruxtmerchantservices.com

All escalations are acknowledged within 1 business day and handled with priority.

8. Policy Review

This document is reviewed regularly to ensure our service performance standards remain aligned with our internal objectives. Any updates are published on our website and made available to our clients upon request.