Support Process
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). Your Client Success Manager 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.
Issue Severity
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
Triage Process and Communication
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.
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.
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
Ticket Statuses and Explanations
Status | Description |
New | Ticket has been filed and is awaiting assignment to an engineer. |
Assigned | Ticket has been assigned to a Support Engineer. |
L1 Triaging | Ticket is being actively investigated by our Level 1 Support Engineers. For minor issues, remediation may also take place while ticket is in this status. |
| L2 Triaging | Ticket has been escalated & is being actively investigated by our Level 2 Support Engineers. For minor issues, remediation may also take place while ticket is in this status. |
| L3 Triaging | Ticket has been escalated & is being actively investigated by our Level 3 Support Engineers/Product Designer. For minor issues, remediation may also take place while ticket is in this status. |
Awaiting Client Response | Awaiting a response from the client. If response is not received within 3 business days, ticket may be marked Pending Resolution. |
Client Response Received | Client has provided a response. Ticket will move from this status to Triaging status once acknowledged by the Support Engineer. |
Create Remediation Plan | A remediation plan is being created. |
Remediation Plan Approval | Remediation Plan is pending peer review. |
Remediation Plan in Progress | Remediation plan has been approved and is being applied to the environment. |
On Hold | A delay has caused this ticket to be unable to move forward. Examples include waiting for a 3rd party vendor, waiting for client testing, or other circumstance outside the direct control of Quavo Support. |
Escalation Review | Tickets in this status are reviewed by a Senior Engineer before next steps are performed. |
Code Change Review | The engineer has determined a change to either the product code or configuration code is required. An escalation resource performs validation of the code change request before forwarding to the appropriate development team. |
Product Issue Review | Ticket has been forwarded to the Product Services team for review. |
Support Development Review | Ticket has been forwarded to the Implementation Services (Support Development) team for review. |
Story Creation | Issue has been accepted by the development team and is awaiting assignment to a developer. |
Development Required | Ticket has been assigned to a development team. Ticket is not closed and will remain in this status until the code is deployed to your environment. Notes will be added once the update is scheduled to be deployed to your environment. |
Reopened | Ticket was reopened following a response within the Ticket Reopen Window. Ticket will transition back to Assigned status. |
Pending Resolution | Ticket is pending closure following remediation. A comment added to this ticket by customer within 3 days will reopen the ticket. Ticket will be closed after 3 days of no comments are received. |
Resolved | Ticket has transitioned from Pending Resolution to Resolved after 3 days in Pending Resolution status. Comments can no longer be added to tickets in this status. If the issue reappears, please open a new ticket referencing the Resolved ticket number. |
| Being Prioritized | A ticket is being prioritized for the current or future development sprint. |
| Development In Progress | A ticket that requires development work is being addressed by a dedicated developer. |
| Ready for Release | A ticket has made it out of our QA testing and ready to be released to a staging environment. |
| QA Testing | A ticket has made it out of development in progress and the code changes are being tested by our QA team |
| Released To Staging | Our QA team has confirmed the development is working as intended and has deployed the code to your staging environment. |
| Development Status Routing Error | This is an internal Quavo status used for tracking in the event our status automation incorrectly routes a ticket. |
| Resolved Gathering Interest | A ticket has been resolved and is being tracked by Quavo in the event a systemic/client-wide defect OR gap might be occurring. |
| Product Designer Review | A ticket has been escalated to our Product Team and is being reviewed to confirm if this ticket requires a product story and development work needed. |
| Product Development Review | A ticket is being reviewed by a Product Developer to confirm if this ticket needs to be routed to our Product Team for review. |
| Client Integration Review | A ticket has been escalated to our Integration team and is being reviewed to confirm if an Implementation Story is needed for development. |
| Withdrawn | A ticket has been requested by a client or Quavo stakeholder to be withdrawn and no longer worked by Quavo. |
| Resolved No Fixed Planned | A ticket has been resolved with no fix planned confirmed by Quavo. |
Please note, where there is a conflict between this document and a signed agreement, the signed agreement will govern.