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  1. Process level document

Background

Definition

For the purpose of this document,

  1. SMP means the SMP user of Inyo.

  2. Customer Support Representatives means the customer support personnel of SMP.

  3. FI Partners means the financial institution partners of Inyo, primarily its Money Service Business (MSB) partners.

  4. Inyo means Golden Money Transfer dba Inyo.

  5. Platform means the Application Programming Interfaces “API” or standard website/mobile app provided by Inyo as specified in the Program Agreement.

  6. Service means the service being provided by SMP as defined in the Program Agreement.

  7. Sub-Marketing Partner (SMP) means a company which has entered into Program Agreement with Inyo.

Purpose of the Document

The objective of this document is to describe the various scenarios that SMP may face during the operation of their service under this program and define the processes they shall follow to handle those scenarios and resolve any issues they face during the operation. This document provides the roles and responsibilities of SMP and the Customer Support Representatives and the Communication protocol and its Escalation Process with Inyo.

Applicability

This document is applicable from the date ascribed above. Inyo may revise the document as and when necessary and such update shall be applicable from the date mentioned by Inyo.

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Last updated 4 months ago