Issues Resolution Process - Normal Business Hours
Issues Resolution Process - After Hours
The following tables outline the methods of contacting Skipjack for specific types of issues that may be encountered when using the system.
Definition of Issues | Nature of Issue | Description | Examples | | Informational | General questions regarding Skipjack's service. | - Integration questions
- Sales or general inquiries
- Questions about how to use specific features or functions
| | Functional | Inability to use specific Skipjack functions. | - Inability to run reports
- Inability to execute a specific function (credit, delete, etc.)
- Password-related issues
- Settlement batch related issues
- Development environment-related questions and issues
| Critical
(Live/Production Environment Only) | Inability to process transactions on Skipjack's live/production environment (excluding integration questions regarding the live/production environment). | - Transactions not processing
- Transaction response times consistently exceeding sixty (60) seconds
- Inability to access Skipjack-hosted custom application (e.g. VPOS)
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Issue Resolution Process
Normal Business Hours
(8:00AM to 8:00PM Eastern Standard Time, Monday-Friday) | Nature of Issue | Method of Contacting Skipjack | Expected Response Time | | Informational |
View our knowledge base at http://support.skipjack.com/, View our integration documentation at
www.skipjack.com/resources, Call Support 1-888-368-8507 x1 (or x2 for Sales) or Email support@skipjack.com | Same business day | | Functional Issues | | Same business day | Critical
(Live/Production Environment Only) | Step 2: (if the issue is not described online in Step 1): Call Support at 1-888-368-8507 x1 | Within 1 hour |
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After Hours
(8:00PM to 8:00AM Eastern Standard Time, Monday-Friday and all day on Weekends and Holidays) | Nature of Issue | Method of Contacting Skipjack | Expected Response Time | | Informational |
View our knowledge base at http://support.skipjack.com/, View our integration documentation at
www.skipjack.com/resources, Email support@skipjack.com or
leave a voice mail message for Support at 1-888-368-8507 x5
| Next business day | | Functional Issues | | Same business day | Critical
(Live/Production Environment Only) | Step 2: (if the issue is not described online in Step 1): leave an emergency voicemail message at 1-888-368-8507 x1 | Within 1 hour |
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