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Quavo provides technical support for Quantum Fraud and Disputes to address reported issues related to the operation or performance of the product, facilitate configuration changes, and to remediate issues which cause the product not to perform as designed.
Quavo provides standard support during business hours of 8:00 AM to 5:00 PM ET , Monday through Friday. Emergency support for production stoppages and/or product failures with direct cardholder financial or regulatory impact is provided 24/7.
Examples of Non-Emergency |
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Issues · Stuck claim · Reporting issue · Access request or access change |
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· Remediation requests |
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· Non-emergency claim issues or issues that could be remediated the next business day with no regulatory or financial impact |
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Examples of Emergency Issues |
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· System unresponsive or unavailable |
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· Automation failure (Daily batch processing, letter generation, etc.) |
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· Communication failure to core banking application |
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· Deficiencies with a direct or imminent cardholder or regulatory impact |
Support requests are raised via the Quavo Support Portal (https://support.quavo.com). After a support request is created, it is assigned a ticket number for tracking purposes. To ensure all communication is captured, it is important that all communication related to a support case be directed through the support portal.
Issue Severity
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Based on the answers to the questions on the support portal form, a severity is assigned to the case. Severities are defined below:
• Sev 1 – Complete system outage
• Sev 2 – Large portions of the system severely impacted
• Sev 3 – Moderate issue impacting specific functionality
• Sev 4 – Minor issue impacting a small/specific part of the system
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We consider a support case to be resolved after the issue identified in the support case is fully remediated. When a case is resolved, its status is set to Pending Resolution. Within 3 days, if the issue reappars or the result is otherwise different than you expected, you may add a note to the ticket within the support portal to reopen it. The ticket will automatically be reassigned to the technician that worked the issue.
External Communications/Non-Support Issues
Client Experience Representatives are the primary communication channel for issues not directly related to support of the product. Examples of requests that should be directed to Client Experience are:
• Enhancement requests or changes to the product not directly related to a defect
• Process questions
• Training requests
• One-time reporting requests
Issue escalation may be directed to Jonathan Miller (Jonathanjonathan.miller@quavomiller@quavo.com).
Ticket Statuses and Explanations
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