Transverse Support Process

General

Transverse Customers have access to the Transverse contact center twenty-four (24) hours a day, seven (7) days a week, every day of the year.

Phone: 1-800-266-5305 (Option 1) - If you are prompted to leave a voicemail, the voicemail will be immediately distributed to all support personnel.
Email: support@gotransverse.com
Live Chat: via my.tractbilling.com and external URL http://www.tractbilling.com/livehelp/livehelp.php?cslhVISITOR=ce5bf90824...
Case Management Portal: https://my.gotransverse.com/selfcare/case-management

Support Portal:
• Submit support cases online
• View updates and receive email updates from Transverse Support
• Provide comments on open cases that automatically notify Support
• Review case history

Support Services

Transverse will respond to problems, issues and questions as defined below:

Severity Level: 1
Definition: Severity level one is defined as TRACT being down, inaccessible by Customer, or is generating an error that is creating an immediate disruption of Customer business activity.
Response: Severity level one issues are immediately dispatched to Transverse’s engineering group to determine an expedited work around and resolution. Customer will be given a status update from Transverse via telephone or email every hour until the issue is closed.

Severity Level: 2
Definition: Severity level two is defined as issue that is causing errors in the data but not immediately disrupting Customer business activity.
Response: A severity level two issue will be assigned to a support engineer within two (2) hours. Customer will be given status updates at least once every 24 hours until the issue is resolved.

Severity Level: 3
Definition: Severity level three is defined as a question or a training issue.
Response: Transverse will address a severity level three issue with a written response that either resolves the issue or a proposed plan to resolve the issue within two business days of the when the issue is logged.

Severity Level: 4
Definition: Severity level four is defined as a new work request or a change to the existing Customer business rules that require configuration and/or code development to resolve.
Response: Transverse will work with Customer to develop requirements. Once the requirements are jointly approved, Transverse will provide a project plan and timeline for resolution.