The Help Desk hours of operation are:
Monday to Friday – 8AM to 8PM EST
Saturday – 9AM to 4PM EST
During these hours there will be Metavante personnel physically present on the Help Desk to either resolve issues themselves or page other appropriate personnel.
In addition to the times listed above, clients are able to contact Metavante personnel via pager until 6PM Eastern time on Saturday, and from 12PM to 6PM Eastern time on Sunday. Clients are provided with specific pager contact procedures.
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The Help Desk procedures are as follows:
A Metavante Support Analyst will follow up with the user on issues whenever further information needs to be gathered. Metavante will assign a priority of Low, Medium, or High to each support issue, and will work on support issues in the order of priority. Any issue which materially interferes with a client’s production capabilities will be handled immediately. |