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

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