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 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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After an issue is received, it is assigned to a Quavo team member 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 Quavo team member will attempt to recreate and/or remediate the issue. Occasionally, the Quavo team member 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 whenever possible.
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.
Issue Resolution and Automation
We consider a support ticket to be resolved after the issue identified in the support ticket is fully remediated across the entire impacted population. When a ticket is resolved, the status is set to Pending Resolution for a period of 7 days so any final feedback can be provided before closure. Within these 7 days, if the issue reappears 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. Additional automations are in place to move the ticket through the workflows in a timely manner, including moving from On Hold to More Information Needed after 28 days, and from More Information Needed to Pending Resolution after 7 days.
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