Podcast
Questions and Answers
What is the mission of the Transact Client Support team?
What is the mission of the Transact Client Support team?
- To develop new products and services
- To maximize revenue for the company
- To minimize operational costs
- To provide best-in-class support for Transact products and services to ensure a superior client experience (correct)
In the context of the Transact Client Support policy overview, what is the scope of support provided?
In the context of the Transact Client Support policy overview, what is the scope of support provided?
- Support only for third-party vendor products
- Comprehensive support for Transact products and services (correct)
- Restricted to software-related issues only
- Limited to hardware support only
What is the standard support coverage for Campus Commerce Software?
What is the standard support coverage for Campus Commerce Software?
- Restricted to hardware-related issues
- Comprehensive software support coverage (correct)
- Excludes support for third-party software
- Limited to operating system and network support only
What is an example of a service provided by Transact Student Services?
What is an example of a service provided by Transact Student Services?
Where can clients access the Support Hub for Transact products and services?
Where can clients access the Support Hub for Transact products and services?
What is the primary focus of the Transact Client Support team?
What is the primary focus of the Transact Client Support team?
What method does the Client Support team use for troubleshooting client systems?
What method does the Client Support team use for troubleshooting client systems?
How are enhancement requests for future releases submitted and reviewed?
How are enhancement requests for future releases submitted and reviewed?
What type of support program does Transact offer for clients with complex needs?
What type of support program does Transact offer for clients with complex needs?
When will a case be closed by Transact?
When will a case be closed by Transact?
What does Transact prioritize during back-to-school peak seasons?
What does Transact prioritize during back-to-school peak seasons?
How are defects prioritized for addressing in the next release by Transact?
How are defects prioritized for addressing in the next release by Transact?
What type of issues does Transact define as Severity 1?
What type of issues does Transact define as Severity 1?
When is Transact's Client Support available?
When is Transact's Client Support available?
What does Transact offer for non-emergency support outside business hours?
What does Transact offer for non-emergency support outside business hours?
What is the purpose of Transact's response time targets?
What is the purpose of Transact's response time targets?
What does Transact's process and procedures ensure for each support case?
What does Transact's process and procedures ensure for each support case?
When does Transact observe company holidays?
When does Transact observe company holidays?
Which team handles the scheduling of upgrade events for clients?
Which team handles the scheduling of upgrade events for clients?
What is the minimum lead time required for client upgrade requests?
What is the minimum lead time required for client upgrade requests?
How is the availability for scheduling upgrade events provided to the parties?
How is the availability for scheduling upgrade events provided to the parties?
What is the first step when third-party hardware support, replacement, or repair becomes necessary?
What is the first step when third-party hardware support, replacement, or repair becomes necessary?
What action should the client take if the hardware is no longer under warranty with the manufacturer and a reasonable workaround is not available?
What action should the client take if the hardware is no longer under warranty with the manufacturer and a reasonable workaround is not available?
What are the standard client support hours for North America?
What are the standard client support hours for North America?
When does the Emergency Outage Support team provide support?
When does the Emergency Outage Support team provide support?
What are the available plans for Campus ID products?
What are the available plans for Campus ID products?
What is the main purpose of the Transact Client Learning Center?
What is the main purpose of the Transact Client Learning Center?
Under what circumstances does Transact offer on-site support?
Under what circumstances does Transact offer on-site support?
In what situation might a client be charged additional fees by Transact?
In what situation might a client be charged additional fees by Transact?
What is the responsibility of clients in terms of support and maintenance?
What is the responsibility of clients in terms of support and maintenance?
What happens when a case cannot be reproduced or isn't documented at other sites?
What happens when a case cannot be reproduced or isn't documented at other sites?
What does Transact offer different levels of based on?
What does Transact offer different levels of based on?
What is the responsibility of system administrators designated by clients according to the Transact Client Support policy overview?
What is the responsibility of system administrators designated by clients according to the Transact Client Support policy overview?
In the context of Transact Client Support policy, what is the scope of support provided for clients with technical issues?
In the context of Transact Client Support policy, what is the scope of support provided for clients with technical issues?
What is the crucial business improvement feedback mechanism mentioned in the Transact Client Support policy overview?
What is the crucial business improvement feedback mechanism mentioned in the Transact Client Support policy overview?
What are the three areas of product support offered by Transact according to the policy overview?
What are the three areas of product support offered by Transact according to the policy overview?
What is the main focus of Transact Technical Support according to the policy overview?
What is the main focus of Transact Technical Support according to the policy overview?
What type of support program does Transact offer for clients with complex needs according to the policy overview?
What type of support program does Transact offer for clients with complex needs according to the policy overview?
What is the primary responsibility of clients according to the given text?
What is the primary responsibility of clients according to the given text?
Which department or team is responsible for managing system design and implementation?
Which department or team is responsible for managing system design and implementation?
What type of support does Transact provide for product features and functionality?
What type of support does Transact provide for product features and functionality?
In case of issues outside Transact's responsibility, what may result in client charges?
In case of issues outside Transact's responsibility, what may result in client charges?
Which area is not covered under Transact's support according to the given text?
Which area is not covered under Transact's support according to the given text?
What is essential for continuous improvement according to the given text?
What is essential for continuous improvement according to the given text?
What is one of the six pieces of information recommended to gather when reporting a problem to cloud services?
What is one of the six pieces of information recommended to gather when reporting a problem to cloud services?
In the context of reporting a problem to cloud services, what is the significance of IP addresses?
In the context of reporting a problem to cloud services, what is the significance of IP addresses?
What is the term used for issues that seriously impact multiple clients’ abilities to run their business, according to the provided text?
What is the term used for issues that seriously impact multiple clients’ abilities to run their business, according to the provided text?
What is the minimum number of pieces of information recommended to be gathered when reporting a problem to cloud services?
What is the minimum number of pieces of information recommended to be gathered when reporting a problem to cloud services?
In the context of cloud services, what is the importance of trying to reproduce the error?
In the context of cloud services, what is the importance of trying to reproduce the error?
Which element is considered essential for successful issue resolution in the context of reporting a problem to cloud services?
Which element is considered essential for successful issue resolution in the context of reporting a problem to cloud services?
What is the purpose of declaring an incident in the Cloud Services process?
What is the purpose of declaring an incident in the Cloud Services process?
When are issues categorized as Problems rather than Incidents by Cloud Services?
When are issues categorized as Problems rather than Incidents by Cloud Services?
What is the purpose of sending an email to the appropriate Pagerduty address in the Cloud Services process?
What is the purpose of sending an email to the appropriate Pagerduty address in the Cloud Services process?
What action might Cloud Services take for certain Incidents according to the given text?
What action might Cloud Services take for certain Incidents according to the given text?
Where should a client go to select either Incident or Problem, based on the decision made above?
Where should a client go to select either Incident or Problem, based on the decision made above?
What is the purpose of providing details collected in the Gather the facts step in the Cloud Services process?
What is the purpose of providing details collected in the Gather the facts step in the Cloud Services process?
What should be stated in an email sent to formally notify Cloud Services of an incident?
What should be stated in an email sent to formally notify Cloud Services of an incident?
In which channel will Cloud Services respond after receiving formal notification of an incident?
In which channel will Cloud Services respond after receiving formal notification of an incident?
Study Notes
- Transact Client Support is a customer-focused organization known for technical expertise, resource optimization, and delivering high-quality technical support through knowledge sharing and collaboration.
- Transact is committed to exceptional service, achieving industry-leading client satisfaction, and providing a comprehensive, up-to-date, responsive, reliable, and intuitive support infrastructure.
- Clients are responsible for having skilled technical resources available and ensuring regular system backups to prevent data loss; Transact is not responsible for monetary losses due to transaction issues or fraudulent activity.
- Transact's support covers product features, functionality, and simple training questions; system design, implementation/installation, and system requirements are managed by Client Success Managers and Global Services teams on a time and materials basis.
- Clients must designate a Transact Administrator for each critical system component, responsible for contacting Support, conveying system information, performing backups, keeping logs, and organizing software and hardware access.
- Client feedback is essential for continuous improvement, with daily reviews of web-based satisfaction surveys to measure performance and identify opportunities for process enhancements.
- Transact offers three main product support areas: Campus ID (Transaction System Enterprise, IDX, etc.), Campus Commerce (Cloud POS, Mobile Ordering, etc.), and Transact Payments. Detailed support policies for each area are available upon request.
- Emergency onsite assistance for issues outside Transact's responsibility results in client charges for travel and services.
- Clients should maintain accurate documentation of error messages, system notifications, and plan and schedule all services not covered under the support contract.
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Description
Learn about Transact's Platinum+ and Signature Support Program, designed to cater to clients with complex needs and ambitious vision. Explore the industry-leading features and highest quality support services provided.
