SupportCenter

Availability:

The SupportCenter is available on the following schedule:

Monday – Friday: 8:00am to 8:00pm Central Time.

Weekend & After Hours: On-Call for Urgent Issues Only.

Holidays: By special arrangement only. 2012 Holidays are:

- New Year’s Day – Monday, January 2, 2012 (observed)

- Birthday of Martin Luther King, Jr. – Monday, January 16th, 2012

- Washington’s Birthday – Thursday, February 20th, 2012

- Memorial Day – Monday, May 28th, 2012

- Independence Day – Wednesday, July 4th, 2012

- Labor Day – Monday, September 3rd, 2012

- Columbus Day – Monday, October 8th, 2012

- Veterans Day – Monday, November 12th, 2012

- Thanksgiving Day – Thursday, November 22nd, 2012

- Christmas Day – Tuesday, December 25th, 2012

Scheduled Maintenance: Xware and other systems will be down for scheduled maintenance the third Sunday of every month.

What’s Covered:

Xware – Including assistance for: lead management, contract issues and calculations, contract submissions, user creation, internet browser issues, Xmail, performance issues and all Xware error messages.

DocuSign assistance – Access, Viewing and Signing of DocuSign contracts on-line.

Training – Xware, DocuSign, fax services, document uploading, and contract approval process.

To Report an Issue:

There are two methods available to report an issue – Phone and Email.

For URGENT issues, PLEASE CALL:    (800) 973-2120  opt #2

For NON-URGENT issues, please the use the Report An Issue feature in the Support Center Menu in Xware. This is the preferred method.

If you do not have access to this method, or if Xware is unavailable, please send an email to supportcenter@efaprocessing.com

In order for us to effectively serve each customer, it is necessary to prioritize the issues to ensure the most urgent are handled first. Please use the following guidelines:

URGENT ISSUES – PLEASE CALL

These issues are addressed when reported. An urgent issue is one where an employee is at a “Work Stop” situation, meaning they cannot perform their job function due to a technology problem. These issues can be global in nature, meaning the whole company or a department is affected, or they can be affecting only an individual.

Examples of these issues are: Xware is unavailable; User cannot login; User cannot submit a contract for a customer.

These issues are prioritized by the SupportCenter and addressed in that order.

NON-URGENT ISSUES – PLEASE USE “REPORT AN ISSUE” IN XWARE

These are issues that are not urgent (not causing work stoppage). These issues are addressed after all urgent issues have been addressed. Non-urgent issues have a workaround to the problem, and/or are issues that cuase little or no inconvenience.

To Report an Issue from Xware:

1.      Access the Support Center Menu in Xware.

2.      Select Report an Issue.

3.      Fill in the requested information.

4.      Press Submit.

Examples of these issues are: Your Xmail isn’t working, but you can still access another email system.

These issues are prioritized by the SupportCenter and addressed in that order.

To Report an Issue via Email:

If you do not have access to the “Report an Issue” feature, then send an email. Please include a Descriptive Name for your Issue in the Subject Line of your email: Please make the Subject Line relevant to what you are requesting. If appropriate, include the Custid and Customer Name. Subject Lines such as “Help!!!!!” make it difficult for us to track the issues and properly prioritize them.

Please include Detail in the Body of your email:

Please include as much relevant and detailed information in the body of your email as possible. Information such as:

o    Customer ID,

o    Customer Name, or

o    Error Message text

o    Your contact information – name, phone, email

is particularly useful and improve the speed in which we can resolve your issue. If information provided is not sufficient to diagnose or resolve the issue, you may be requested to supply additional information before progress can be made.

What to Expect:

WHEN YOU CALL US WITH AN URGENT ISSUE

The SupportCenter call queue is supported by EFA support representatives, who will answer your call and assign a team member to assist you. Support representatives are also performing other valuable job roles which may, at times, limit their availability. Therefore, there may be times in which you are asked to leave a voicemail message. If this happens, PLEASE DO NOT HANG UP – LEAVE A MESSAGE. Support representatives will respond to your message within 30 minutes. Please do not call repeatedly, give the support representatives time to respond.

WHEN YOU SEND US AN EMAIL FOR A NON-URGENT ISSUE

SupportCenter representatives will respond to you based on the priority given to your issue. You will receive a confirmation email within 2 hours of submitting your issue which will let you know the estimated timeframe for resolution or follow-up for your issue.

Please be aware that your priority may be changed upon further review by a SupportCenter representative.

Escalation:

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If you are not receiving a response or are dissatisfied with the service of the SupportCenter, please email to support.escalation@gmail.com, or call the On-Call Representative at 214.240.2758.