40 Questions
What is the primary mission of the Transact Client Support team?
To ensure a superior client experience by providing best-in-class support
What is the commitment of the Transact Client Support team?
To achieve the highest level of client satisfaction and provide exceptional service
According to the text, what is the collaborative process in resolving issues?
A collaborative process where team members work together to resolve issues
What is the key focus of the Transact Client Support team's technical support?
Responsive, reliable, and intuitive infrastructure
How does the Transact Client Support team aim to deliver its technical support services?
By creating high-quality technical support services through knowledge share and collaboration
What is the intent of the document provided in the text?
To provide a general overview of the support that the Transact Client Support team offers
What is the overall goal of the Transact Client Support team regarding incident resolution?
To resolve incidents in a timely manner with the goal of exceeding client expectations
According to the text, what is NOT the commitment of the Transact Client Support team?
To create unnecessary obstacles in incident resolution
What is the response time target for Severity 3 (Moderate) cases?
24 hours
How are On-call Technical Support Engineers reached for Severity 1 and 2 cases?
Through voicemail
When can additional support be obtained?
Upon request for a fee
How are clients notified about company holidays?
Through the Connect portal
What is used to determine which issues are addressed in the next release?
Defect prioritization
Under what circumstances may Transact provision a hotfix?
For all Severity levels
What type of support does Transact offer for complex needs and ambitious vision?
Platinum+ and Signature Support
How does Transact engage with issues?
Only with approved contacts
What is the role of Transact Technical Support?
Assisting clients with product features, functionality, and simple training questions
Who is responsible for ensuring system files and databases are backed up daily?
Transact Administrator
What is the responsibility of a Transact Administrator?
Maintaining system and database backups
What does Transact provide support for?
Campus ID, Campus Commerce, and Transact Payments
Who is responsible for monetary losses due to clients' or cardholders' issues or fraudulent activity?
Clients
When are non-emergency calls handled by Transact Client Support?
Next business day
What is important for Transact to improve services?
Client feedback through a web-based satisfaction survey
Who provides coverage for mission critical Severity 1 and Severity 2 issues?
Transact Client Support
What is the primary method for submitting enhancement requests for future releases?
Through the AHA idea portal
When does Higher Education experience increased demand for Support?
Spring and Fall
How does the Client Support team gain administrative access for troubleshooting?
Using secure methods like TeamViewer and with client consent, or through previously granted permissions for Card Counts and License Renewals
Under what conditions may Transact assist with third-party hardware and software-related issues?
If they integrate directly with Transact products
What can clients do through the Connect Portal?
Access additional features, enroll for system status notifications, and create cases through the Support Hub
When will a case be closed by the support team?
If an answer is provided, a fix is implemented, or the issue pertains to a third-party application, among other reasons
What is Expert Hands?
An ad-hoc service for urgent minor changes or service requests, with costs varying depending on the scope and time required
How are third-party hardware and software-related issues handled by Transact?
Transact may assist if they integrate directly with Transact products; otherwise, it's not their responsibility
What is the primary purpose of the Expert Hands services mentioned in the text?
To quickly address specific organizational needs or problems
What is a requirement for clients supplying their own environments according to the text?
They should have product knowledge in areas outside of the Transact application suite
What is the procedure for unresolved cases at the first level of Support according to the text?
They may be escalated to a level II Technical Support Engineer
What is the responsibility of the client when on-site support is deemed necessary by Transact?
They are responsible for covering travel costs and providing technical equipment to support on-site support
What does 'End of Sale' mean according to the text?
Transact will cease offering the product for sale but will continue to offer maintenance and Support as contracted
What is the purpose of the Transact Client Learning Center mentioned in the text?
To provide free access to online training across all product lines
What happens when cases with issues that cannot be reproduced in Transact test environments are encountered according to the text?
The cases will be closed without any possibility of reopening
In what situation would a case be referred to the Technical Consulting Team according to the text?
When a case involves a client's unique issues not covered under standard support coverage
Study Notes
- Transact Engineering and Product Management review enhancement requests for future releases, submitted through the AHA idea portal
- Back to school seasons in Higher Education result in increased demand for Support, with two peak seasons: spring (January/February) and fall (August through October)
- Client Support team requires administrative access for troubleshooting, using secure methods like TeamViewer and with client consent, or through previously granted permissions for Card Counts and License Renewals
- Transact may assist with third-party hardware and software-related issues if they integrate directly with Transact products
- Clients can access Connect Portal for additional features, enroll for system status notifications, and create cases through the Support Hub
- A case will be closed if an answer is provided, a fix is implemented, or the issue pertains to a third-party application, among other reasons
- Expert Hands is an ad-hoc service for urgent minor changes or service requests, with costs varying depending on the scope and time required.
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