Quick answer
The ISO owns the merchant relationship and day-to-day customer support.
PayStack provides the software platform, integrations, and advanced platform support.
ISO owns
The ISO partner typically owns:
- Selling the merchant
- Merchant account relationship
- Gateway credentials, such as MXMerchant API keys
- Terminal provisioning
- Dental office setup
- User setup
- Payment settings
- Merchant billing
- Merchant training
- First-line merchant support
PayStack owns
PayStack typically owns:
- PayStack platform availability
- ISO Dashboard
- Dental Office Dashboard
- Windows Client
- Practice management integrations
- Product updates
- Bug fixes
- Advanced technical support
- 10DLC provisioning support
- SIKKA authorization support
Shared responsibilities
Some tasks require both the ISO and PayStack.
Task | ISO | PayStack |
AR setup | Installs SIKKA and configures office | Provides SIKKA authorization and 10DLC support |
Integration issues | Troubleshoots first | Supports platform/integration-level issues |
Merchant go-live | Trains and supports merchant | Assists when advanced support is needed |
Escalations | Gathers details and submits request | Reviews and resolves platform issue |
Key takeaway
The ISO is the merchant’s primary provider. PayStack is the platform partner behind the ISO.
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