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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.
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Support requests are raised via the Quavo Support Portal (https://support.quavo.com). Your Client Experience Representative will provide access to this portal. 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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After an issue is received, it is assigned to a technician and is triaged in order of severity. Severity 1 and 2 issues will alert support 24 hours a day. Lower severity issues are assigned during business hours.
While a ticket is in the process of triage, the technician will attempt to recreate and/or remediate the issue. Occasionally, the technician may communicate through the ticket requesting additional information. Timely communication is critical to successful troubleshooting, especially on time-sensitive issues or claims that exhibit an errant behavior at a specific point in the workflow. We ask that responses be provided within 3 business days. We may close a ticket if we don’t hear back from you within 3 business days.
When an issue requires a code change, the ticket is sent to our Code Change Review team and forwarded to the appropriate development group for remediation.
For issues identified as bugs or for which a fix already exists, a reference number will be provided and the support case will be closed.
For configuration level changes that require code to be generated or modified, a reference number will be provided and the support case will be closed.
Issue Resolution
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.
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