Podcast
Questions and Answers
What is the primary mission of the Transact Client Support team?
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?
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- To deliver technical support through an outdated and unreliable infrastructure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?
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?
What is the key focus of the Transact Client Support team's technical support?
How does the Transact Client Support team aim to deliver its technical support services?
How does the Transact Client Support team aim to deliver its technical support services?
What is the intent of the document provided in the text?
What is the intent of the document provided in the text?
What is the overall goal of the Transact Client Support team regarding incident resolution?
What is the overall goal of the Transact Client Support team regarding incident resolution?
According to the text, what is NOT the commitment of the Transact Client Support team?
According to the text, what is NOT the commitment of the Transact Client Support team?
What is the response time target for Severity 3 (Moderate) cases?
What is the response time target for Severity 3 (Moderate) cases?
How are On-call Technical Support Engineers reached for Severity 1 and 2 cases?
How are On-call Technical Support Engineers reached for Severity 1 and 2 cases?
When can additional support be obtained?
When can additional support be obtained?
How are clients notified about company holidays?
How are clients notified about company holidays?
What is used to determine which issues are addressed in the next release?
What is used to determine which issues are addressed in the next release?
Under what circumstances may Transact provision a hotfix?
Under what circumstances may Transact provision a hotfix?
What type of support does Transact offer for complex needs and ambitious vision?
What type of support does Transact offer for complex needs and ambitious vision?
How does Transact engage with issues?
How does Transact engage with issues?
What is the role of Transact Technical Support?
What is the role of Transact Technical Support?
Who is responsible for ensuring system files and databases are backed up daily?
Who is responsible for ensuring system files and databases are backed up daily?
What is the responsibility of a Transact Administrator?
What is the responsibility of a Transact Administrator?
What does Transact provide support for?
What does Transact provide support for?
Who is responsible for monetary losses due to clients' or cardholders' issues or fraudulent activity?
Who is responsible for monetary losses due to clients' or cardholders' issues or fraudulent activity?
When are non-emergency calls handled by Transact Client Support?
When are non-emergency calls handled by Transact Client Support?
What is important for Transact to improve services?
What is important for Transact to improve services?
Who provides coverage for mission critical Severity 1 and Severity 2 issues?
Who provides coverage for mission critical Severity 1 and Severity 2 issues?
What is the primary method for submitting enhancement requests for future releases?
What is the primary method for submitting enhancement requests for future releases?
When does Higher Education experience increased demand for Support?
When does Higher Education experience increased demand for Support?
How does the Client Support team gain administrative access for troubleshooting?
How does the Client Support team gain administrative access for troubleshooting?
Under what conditions may Transact assist with third-party hardware and software-related issues?
Under what conditions may Transact assist with third-party hardware and software-related issues?
What can clients do through the Connect Portal?
What can clients do through the Connect Portal?
When will a case be closed by the support team?
When will a case be closed by the support team?
What is Expert Hands?
What is Expert Hands?
How are third-party hardware and software-related issues handled by Transact?
How are third-party hardware and software-related issues handled by Transact?
What is the primary purpose of the Expert Hands services mentioned in the text?
What is the primary purpose of the Expert Hands services mentioned in the text?
What is a requirement for clients supplying their own environments according to the text?
What is a requirement for clients supplying their own environments according to the text?
What is the procedure for unresolved cases at the first level of Support according to the text?
What is the procedure for unresolved cases at the first level of Support according to the text?
What is the responsibility of the client when on-site support is deemed necessary by Transact?
What is the responsibility of the client when on-site support is deemed necessary by Transact?
What does 'End of Sale' mean according to the text?
What does 'End of Sale' mean according to the text?
What is the purpose of the Transact Client Learning Center mentioned in the text?
What is the purpose of the Transact Client Learning Center mentioned in the text?
What happens when cases with issues that cannot be reproduced in Transact test environments are encountered according to the text?
What happens when cases with issues that cannot be reproduced in Transact test environments are encountered according to the text?
In what situation would a case be referred to the Technical Consulting Team according to the text?
In what situation would a case be referred to the Technical Consulting Team according to the text?
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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