Support Services

With CyberSource, you have access to a variety of support resources to help you to implement, maintain, and optimize your payment management operations. In addition to our built-in support, our award-winning Premier 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
  • Problem isolation and resolution
  • Implementation/integration support
  • Feature/function use support
  • Configuration advice
  • Phone support
  • 24/7 on-call production critical support
  • Business Center reporting/Transaction search support
  • Merchant notification for issues lasting greater than ten minutes

Premier Support includes:

All of the Basic Support features listed above. In addition to the resources offered with Basic Support, Premier Support will provide you with a dedicated Technical Account Manager (TAM) devoted to helping you 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. Your TAM is the first line of defense for any issues that may arise. Premier Support also includes:

  • < 1 hour response time for online trouble tickets and email support
  • Highest priority phone support
  • Technical planning reviews, including pending product releases and infrastructure changes
  • Implementation/integration planning

Get more details