Global Support Options

Access a variety of support resources to implement, maintain, and optimise your payment management operations. Our award-winning support team provides high-touch, rapid response to troubleshoot and resolve your issues in the most expedient way possible.

Basic Support includes:

  • Access to our online resources
  • Custom Decision Manager/account configuration
  • Online ticketing with less than four hours’ response time
  • Problem isolation and resolution
  • Feature/function use support
  • Configuration advice
  • Business Centre reporting/transaction search support
  • Merchant notification for issues lasting longer than 10 minutes

Enterprise Support

In addition to the resources offered with Basic Support, Enterprise Support includes:

  • Highest priority phone support
  • Less than one-hour response time during business hours
  • Highest priority problem isolation and resolution

Enterprise Support with Technical Account Manager (TAM)

In addition to the resources offered with Enterprise Support, Enterprise Support with TAM will provide you with an assigned TAM to help ensure that your payment operations are running smoothly. Your TAM will provide counsel on payment-related business operations, as well as actively manage your technical support needs. Enterprise Support with TAM also includes:

  • Less than one-hour response time during business hours
  • Phone support
  • Technical planning reviews, including pending product releases and infrastructure changes
  • Implementation/integration planning