AJB Support Services
AJB’s Support Services team gives our customers added assurance that issues will be resolved quickly, efficiently, and effectively. Operating 24 hours a day and 7 days a week AJB’s support desk is on call to help diagnose issues, prepare solutions and help coordinate other players in the merchant’s payment system. The ultimate goal of Support Services is to achieve the highest level of customer satisfaction by resolving production issues as quickly as possible, on a 24/7 basis.
Support Services uses a multi-tier system to serve customers. First level support consists of an AJB Support Representative who analyzes the reported issue and provides the resolution. Approximately 80% of all support calls are resolved by the first level support team. Should the problem persist, the issue is quickly escalated to the second level which includes a software developer if needed.
AJB’s Support Services contracts also give our customers access to software upgrades and fixes free of charge. These important software upgrades keep systems current and allow for easier migration to new platforms.
Functions of AJB Support Services
On-Call Help Desk AJB’s Support Services team is always on call and available. A live operator answers customer calls at all times. The support desk also provides call tracking and issues trouble tickets to ensure that customers can follow their issue throughout the process.
Problem Analysis Since there are so many players in a vendor’s payment system it is not always clear which aspect needs attention. AJB’s Support Services team analyzes the problem and provides merchants with an understanding of the issue being experienced. The vendor is then in a better position to escalate the issue to the right partner.
Issue Coordination If another piece in the authorization puzzle needs attention (e.g. PIN pad, bank, ISP), AJB takes the lead role in getting the parties together and testing the final resolution to ensure that the fix has been properly integrated.
Quick Response Team In the event of a software bug or a persistent issue, AJB deploys its Quick Response Team (QRT). QRT is responsible for preparing a software patch or initiating a more intensive development solution. Any code changes to resolve software bugs are provided free of charge to the customer.
Enhancements to Existing Installations Support Services is also responsible for enhancements to customer systems. Support Services proactively monitors existing customers looking for possible functional improvements. In the event of a code upgrade, an AJB representative will contact the customer and remotely install the patch.
On-Site Emergency Support In the remote event of a catastrophic situation, AJB deploys the needed specialist to diagnose and attend to the problem at the customer location.
Benefits of AJB Support Services
Peace of Mind Merchants can rely on AJB to fix any authorization or polling problem without troubling already-strapped technical resources. AJB’s Support Services team is insurance against outages that may occur.
Security All AJB employees go through a security check prior to an offer of employment and all employees must sign off a PABP acknowledgement to reinforce the security imperative.
Developers on Staff AJB’s Support Services team includes software developers who can individually write the code needed to resolve issues. Escalation to another department is not necessary.
Experts in Payment AJB employees are experts in payment who know the challenges faced by large merchants and understand all aspects of their payment system. AJB is also familiar with the numerous payment system players and what they typically install at customer locations.
Quick Problem Resolution Typically issues are resolved by first level support within two hours. AJB’s staff knows that the resolutions of payment system outages are critical to the success of all merchants. To reduce downtime, the Support Service team rallies to resolve problems quickly.
Problem Management AJB employs industry standard problem management procedures allowing for systematic and efficient resolution. Call tracking, trouble ticketing, version control, and other standard procedures guarantee that issues are resolved in the most optimal manner.
Customized Solutions Members of the AJB Support Services team know each installation intimately, allowing them to prepare custom yet optimal solutions for each individual customer.