Global E-Commerce Gateway. Technical Support Guide

Transcription

1 Global E-Commerce Gateway Technical Support Guide March 2013 Version 1.0

2 Elavon s Global E-Commerce Gateway Elavon s Global E-Commerce Gateway provides robust and secure online payment processing with secure end-to-end connectivity. Our Global E-Commerce Gateway allows you to configure the solution to meet the unique needs of your business and your customers by extending a choice of payment types, user rights, currencies, fraud monitoring levels and integration options. Elavon has partnered with DataCash, a leading ecommerce gateway provider, to create our Global E-Commerce Gateway. DataCash is a subsidiary of MasterCard International. Copyright Acknowledgement Disclaimer Developer Guides Copyright 2013 Elavon, Incorporated. All rights reserved. No part of this publication may be reproduced or distributed without the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA Elavon, Inc., provides this publication as is without warranty of any kind, either expressed or implied. This publication could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. Elavon, Inc., may make improvements and/or changes in the product(s) and/or program(s) described in this publication at any time. Please visit to download API developers guides for the Global E-Commerce Gateway. Data Security Standards The application is developed using the Payment Card Industry Security Standards Council (PCI-SSC) published standards for both a service provider and payment application. the prior consent of Elavon, Inc., Two Concourse Parkway, Suite 800, Atlanta, GA Page 2

3 Table of Contents 1. Introduction: Global E-Commerce Gateway Support Telephone and Support Support Process Priority Levels Response & Resolution Service Goals Quality Control Escalation Client "Quick Call" Sheet Page 3

4 1. Introduction: Global E-Commerce Gateway Support Thank you for choosing the Global E-Commerce Gateway as your solution for your e-commerce needs. This document is intended to help you understand the initial process and requirements in the event technical and/or procedural support is required for the Global E-Commerce Gateway. Please note: This document outlines general timeframes for support; it is in no way a binding contract. Page 4

5 2. Telephone and Support 2.1 Support Process In the event you need support, please gather the following information prior calling or ing the Global E-Commerce Gateway support team. This information will assist us in quickly resolving your request. Information Needed: Merchant Identification Number (MID) VTid Which instance you are submitting a transaction to; accreditation, test or production Contact Information: Contact First and Last name Contact Phone Alternative Contact Number, if applicable If more than one contact is applicable, please provide the alternate s contact information. If contact has specific hours when they are available, please provide this as well. Specific error message received, or a description of the problem, along with the details of any troubleshooting that has already been performed. For assistance with a specific transaction, please include the following: Card number or token number Transaction amount DataCash reference number Page 5

6 2.1.2 Initiate a telephone call / to the Global E-Commerce Gateway Support team: By Telephone: Poland Germany Norway United Kingdom North America Select the E-Commerce Option Availability: 24x7x365 Priority Levels Handled: All By GlobalECommGWSupport@elavon.com Availability: 24x7x365 Priority Levels Handled: Levels 3 & 4 (Response/Resolution times are not applicable to Priority Level 1 & 2 incidents reported via .) Page 6

7 2.2 Priority Levels Priority Level Description of Impact Examples 1 Critical Services Unavailable Global E-Commerce Gateway the inability to process transactions Fraud Services no fraud screening response 2 Major Failure or Degradation of Service Global E-Commerce Gateway failure of a specific payment type, or slow response times to transaction processing Fraud Services fraud screening response is received with slow response time 3 Minor Procedural Assistance Global E-Commerce Gateway problem with one or more components of a service that has no immediate business impact and remains operational through a temporary or automated workaround Fraud Services queries relating to specific transactions, rule hit queries, reporting queries 4 Low General Inquiry Global E-Commerce Gateway questions regarding coding or development efforts, API calls Fraud Services questions regarding User Interface usage, password resets Page 7

8 2.3 Response & Resolution Service Goals Priority Level Response Time Client Notification (Update) Resolution Time Goal 1 Immediate 30 minute intervals 4 hours 2 2 hours 1 hour 24 hours 3 4 hours 24 hours 72 hours 4 24 hours As Necessary Upon assignment completion 2.4 Quality Control All support requests are verified to be resolved to the client's satisfaction prior to being considered closed. Please note that if the Global E-Commerce Gateway support team makes an effort to confirm closure with the client over three consecutive calendar days with no response, the issue is considered resolved. Page 8

9 3. Escalation Customer feedback is important to the Global E-Commerce support team as we continue to improve our support process. In the event that a support request is not addressed in a satisfactory manner, please ask to speak with the manager on duty. To escalate an existing incident, please have the incident number available and utilize the contact list below: Technical Support: Elavon Contacts Name Title Telephone # Address Name Technical Support Gateway support team gatewaysupport@elavon.com Gateway Support Mark Huggins Support Manager mark.huggins@elavon.com Mark Huggins Tyrone Velasquez Director of Client Services tyrone.velasquez@elavon.com Tyrone Velasquez Page 9

10 4. Client "Quick Call" Sheet The information below can be completed for personnel use when calling the Global E- Commerce Gateway support team. Complete the information below and display it in ʺemployee onlyʺ areas where your team members work with the Global E-Commerce Gateway: Required Information to have available when calling the Global E-Commerce Gateway Support Team: 1. Merchant Account Number (MID): 2. Merchant Name: 3. Main Phone: 4. VTid: 5. Contact (to include): Contact First and Last name: Contact Phone: Contact Address: If more than one contact is applicable, please provide the alternate s contact information If site contact has specific hours when they are available, please also provide this 6. Card Number: 7. Transaction Amount: 8. DataCash Reference Number: 9. Specific error message received, or a description of the problem, along with the details of any troubleshooting that has already been performed. Elavon Contacts Country Telephone # Address Poland GlobalECommGWSupport@elavon.com Germany GlobalECommGWSupport@elavon.com Norway GlobalECommGWSupport@elavon.com United Kingdom GlobalECommGWSupport@elavon.com North America GlobalECommGWSupport@elavon.com Page 10