Transact Platinum+ and Signature Support Program

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Questions and Answers

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?

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?

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?

Ticket tracking and service performance monitoring Signup and view all the answers

Where can clients access the Support Hub for Transact products and services?

<a href="https://support.transactcampus.com">https://support.transactcampus.com</a> Signup and view all the answers

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

Delivering best-in-class support for Transact products and services Signup and view all the answers

What method does the Client Support team use for troubleshooting client systems?

TeamViewer Signup and view all the answers

How are enhancement requests for future releases submitted and reviewed?

Via the AHA idea portal Signup and view all the answers

What type of support program does Transact offer for clients with complex needs?

Platinum+ and Signature Support Programs Signup and view all the answers

When will a case be closed by Transact?

When a fix or satisfactory workaround is provided Signup and view all the answers

What does Transact prioritize during back-to-school peak seasons?

Higher Education clients Signup and view all the answers

How are defects prioritized for addressing in the next release by Transact?

Based on severity, solution deadline, impact, and client agreement Signup and view all the answers

What type of issues does Transact define as Severity 1?

Issues resulting in site outages with no workaround or reasonable alternative method available Signup and view all the answers

When is Transact's Client Support available?

During normal business hours Monday – Friday, 8:00 am-8:00 pm EST Signup and view all the answers

What does Transact offer for non-emergency support outside business hours?

Additional support upon request as a billable event Signup and view all the answers

What is the purpose of Transact's response time targets?

To drive cases to a timely resolution Signup and view all the answers

What does Transact's process and procedures ensure for each support case?

Efficient, thorough, and professional handling Signup and view all the answers

When does Transact observe company holidays?

Clients are notified through the support bulletin Signup and view all the answers

Which team handles the scheduling of upgrade events for clients?

Transact Support team Signup and view all the answers

What is the minimum lead time required for client upgrade requests?

Two weeks Signup and view all the answers

How is the availability for scheduling upgrade events provided to the parties?

By sending a link to a landing page Signup and view all the answers

What is the first step when third-party hardware support, replacement, or repair becomes necessary?

Check if the device is under warranty Signup and view all the answers

What action should the client take if the hardware is no longer under warranty with the manufacturer and a reasonable workaround is not available?

Consult with their Client Success Manager for device replacement Signup and view all the answers

What are the standard client support hours for North America?

8 AM to 8 PM EST Signup and view all the answers

When does the Emergency Outage Support team provide support?

24x7x365 Signup and view all the answers

What are the available plans for Campus ID products?

Standard, Gold, Platinum+, Basic Signup and view all the answers

What is the main purpose of the Transact Client Learning Center?

To provide online training for clients to become more proficient with their products Signup and view all the answers

Under what circumstances does Transact offer on-site support?

When remote solutions are ineffective and scheduled in advance Signup and view all the answers

In what situation might a client be charged additional fees by Transact?

For any non-standard requests or on-site support Signup and view all the answers

What is the responsibility of clients in terms of support and maintenance?

Clients must ensure Transact software resides in a properly supported environment Signup and view all the answers

What happens when a case cannot be reproduced or isn't documented at other sites?

It is reviewed by escalation resources and closed if unresolved Signup and view all the answers

What does Transact offer different levels of based on?

Based on whether the software is being run in a client-supplied environment or in a Transact-hosted environment Signup and view all the answers

What is the responsibility of system administrators designated by clients according to the Transact Client Support policy overview?

Performing system backup and maintenance tasks Signup and view all the answers

In the context of Transact Client Support policy, what is the scope of support provided for clients with technical issues?

Limited support excluding data loss or monetary losses due to unsuccessful transactions Signup and view all the answers

What is the crucial business improvement feedback mechanism mentioned in the Transact Client Support policy overview?

Web-based satisfaction surveys reviewed daily Signup and view all the answers

What are the three areas of product support offered by Transact according to the policy overview?

Campus ID, Campus Commerce, and Transaction System Enterprise support Signup and view all the answers

What is the main focus of Transact Technical Support according to the policy overview?

Defect resolution and product feature enhancement Signup and view all the answers

What type of support program does Transact offer for clients with complex needs according to the policy overview?

Customized support programs as per client requirements Signup and view all the answers

What is the primary responsibility of clients according to the given text?

Ensuring regular system backups to prevent data loss Signup and view all the answers

Which department or team is responsible for managing system design and implementation?

Global Services Signup and view all the answers

What type of support does Transact provide for product features and functionality?

Comprehensive and intuitive support Signup and view all the answers

In case of issues outside Transact's responsibility, what may result in client charges?

Travel and services for emergency onsite assistance Signup and view all the answers

Which area is not covered under Transact's support according to the given text?

Transact Payments Signup and view all the answers

What is essential for continuous improvement according to the given text?

Maintaining accurate documentation of error messages Signup and view all the answers

What is one of the six pieces of information recommended to gather when reporting a problem to cloud services?

Number of affected clients Signup and view all the answers

In the context of reporting a problem to cloud services, what is the significance of IP addresses?

Determining the impact of the issue Signup and view all the answers

What is the term used for issues that seriously impact multiple clients’ abilities to run their business, according to the provided text?

Incidents Signup and view all the answers

What is the minimum number of pieces of information recommended to be gathered when reporting a problem to cloud services?

5 Signup and view all the answers

In the context of cloud services, what is the importance of trying to reproduce the error?

Determining the impact of the issue Signup and view all the answers

Which element is considered essential for successful issue resolution in the context of reporting a problem to cloud services?

Reproducing the error Signup and view all the answers

What is the purpose of declaring an incident in the Cloud Services process?

To formally notify Cloud Services and provide ticket details Signup and view all the answers

When are issues categorized as Problems rather than Incidents by Cloud Services?

When the impact is minor or only affects a small subset of clients Signup and view all the answers

What is the purpose of sending an email to the appropriate Pagerduty address in the Cloud Services process?

To formally notify Cloud Services of the incident Signup and view all the answers

What action might Cloud Services take for certain Incidents according to the given text?

Start an outage bridge and ask the client to join Signup and view all the answers

Where should a client go to select either Incident or Problem, based on the decision made above?

<a href="https://help.transactcampus.com">https://help.transactcampus.com</a> Signup and view all the answers

What is the purpose of providing details collected in the Gather the facts step in the Cloud Services process?

To help in resolving the issue Signup and view all the answers

What should be stated in an email sent to formally notify Cloud Services of an incident?

Product name and ticket number of the ticket created Signup and view all the answers

In which channel will Cloud Services respond after receiving formal notification of an incident?

'Product’s disruptions Slack channel' Signup and view all the answers

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.