Technical Support Call Process Quiz

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Questions and Answers

What is the primary mission of the Transact Client Support team?

To detail every scenario or item covered by Transact

To create and deliver low-quality technical support services

To ensure a superior client experience by providing best-in-class support (correct)

To provide average support for Transact products and services

What is the commitment of the Transact Client Support team?

To achieve the highest level of client satisfaction and provide exceptional service (correct)

To detail every scenario or item covered or not covered by Transact

To deliver technical support through an outdated and unreliable infrastructure

To provide subpar service and achieve low client satisfaction

According to the text, what is the collaborative process in resolving issues?

A collaborative process where team members work together to resolve issues (correct)

A competitive process where individual team members compete to resolve issues

An isolated process where team members work independently to resolve issues

A process involving clients to resolve their own issues

What is the key focus of the Transact Client Support team's technical support?

Responsive, reliable, and intuitive infrastructure Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

According to the text, what is NOT the commitment of the Transact Client Support team?

To create unnecessary obstacles in incident resolution Signup and view all the answers

What is the response time target for Severity 3 (Moderate) cases?

24 hours Signup and view all the answers

How are On-call Technical Support Engineers reached for Severity 1 and 2 cases?

Through voicemail Signup and view all the answers

When can additional support be obtained?

Upon request for a fee Signup and view all the answers

How are clients notified about company holidays?

Through the Connect portal Signup and view all the answers

What is used to determine which issues are addressed in the next release?

Defect prioritization Signup and view all the answers

Under what circumstances may Transact provision a hotfix?

For all Severity levels Signup and view all the answers

What type of support does Transact offer for complex needs and ambitious vision?

Platinum+ and Signature Support Signup and view all the answers

How does Transact engage with issues?

Only with approved contacts Signup and view all the answers

What is the role of Transact Technical Support?

Assisting clients with product features, functionality, and simple training questions Signup and view all the answers

Who is responsible for ensuring system files and databases are backed up daily?

Transact Administrator Signup and view all the answers

What is the responsibility of a Transact Administrator?

Maintaining system and database backups Signup and view all the answers

What does Transact provide support for?

Campus ID, Campus Commerce, and Transact Payments Signup and view all the answers

Who is responsible for monetary losses due to clients' or cardholders' issues or fraudulent activity?

Clients Signup and view all the answers

When are non-emergency calls handled by Transact Client Support?

Next business day Signup and view all the answers

What is important for Transact to improve services?

Client feedback through a web-based satisfaction survey Signup and view all the answers

Who provides coverage for mission critical Severity 1 and Severity 2 issues?

Transact Client Support Signup and view all the answers

What is the primary method for submitting enhancement requests for future releases?

Through the AHA idea portal Signup and view all the answers

When does Higher Education experience increased demand for Support?

Spring and Fall Signup and view all the answers

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 Signup and view all the answers

Under what conditions may Transact assist with third-party hardware and software-related issues?

If they integrate directly with Transact products Signup and view all the answers

What can clients do through the Connect Portal?

Access additional features, enroll for system status notifications, and create cases through the Support Hub Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

What is the primary purpose of the Expert Hands services mentioned in the text?

To quickly address specific organizational needs or problems Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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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