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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 Issues · Stuck claim · Reporting issue · Access request or access change · Remediation requests · Non-emergency claim issues or issues that could be remediated the next business day with no regulatory or financial impact | Examples of Emergency Issues · System unresponsive or unavailable · Automation failure (Daily batch processing, letter generation, etc.) · Communication failure to core banking application · 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.
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