Overview
Quavo provides technical support for Quantum Fraud and Disputes (QFD) 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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Based on the answers to the questions on the support portal form, a severity is assigned to the ticket. Severities are defined below:
• Sev Sev 1 – Complete system outage
• Sev Sev 2 – Large portions of the system severely impacted
• Sev Sev 3 – Moderate issue impacting specific functionality
• Sev Sev 4 – Minor issue impacting a small/specific part of the system
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