Help Desk : Metavante Lending Solutions

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Help Desk

The Metavante Lending Solutions Help Desk Support Analysts support all automated lending solutions. The analysts counsel users by telephone to resolve any operational issues with the software.

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.

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.

Metavante Lending Solutions has always made every effort to provide quality service to our clients, and to exceed their needs and expectations. With this objective in mind, Metavante has staffed its Help Desk Service Department with highly qualified and knowledgeable analysts, committed to ensuring that our clients receive responsive support, and that problems and issues are resolved in a professional, proactive manner.