Gotransverse Technical Support

Contact the Support team to convert your message directly into a support ticket. You can contact the Support team through the Gotransverse Help Center link to Help Center.

Phone

Emergencies only (P1/SEV1 - 24x7) — toll free 1-800-266-5305 (Option 1).

Support Ticket

To submit or update a support ticket, view updates on case progress, or review case history, visit the Gotransverse Help Center link to Help Center. Commenting on a ticket sends an automatic notification to our Support team. You may also respond to tickets via email after the initial submission.

Help Center Best Practices

To help provide fast and efficient support, we ask that you include the following information when contacting the Support team:

  • Use the correct form for your request: either an incident for a problem with the system or a request for changes or new work needed in your Gotransverse tenant.

  • Describe the issue in as much detail as you can. The more information the Support team has, the faster the issued can be addressed. The following items are examples of the type of helpful information you can add to the ticket:

    • Whether or not the issue is reproducible.

    • Account number, invoice number, payments IDs, etc.

    • SQL queries used in Premier Data Access Snowflake.

    • Other relevant information that pertains to the issue.

  • Attach screen shots, reports, or other files that provide additional information about the issue.

The following response times for each priority level are based on service level agreements (SLAs). These are standard SLAs but are subject to change depending on the specific agreement signed between Gotransverse and the customer.

Gotransverse reserves the right to adjust the priority level and/or severity level of a ticket if the submitted value is deemed incorrect.

Priority Levels
Priority Level Definition Response

1

Gotransverse is down, inaccessible by customer, or is generating an error that is creating an immediate disruption of customer business activity.

Examples: Bill cycle run failure, inaccessible PDA data, system outage, etc.

A Level 1 issue is acted upon within 30 minutes, 24 x 7, with advanced alerting to determine an expedited work-around and resolution. Gotransverse gives the customer a status update via email and the Support portal every hour until the issue is closed.

2

Issue is causing errors in the data but not immediately disrupting customer business activity.

Examples: Invoice distribution issue for multiple customers, notifications not triggering, staging or dev environment outage, etc.

A Level 2 issue is assigned to a Support engineer within two business hours. Gotransverse gives the customer a status update at least once every 24 hours until the issue is resolved.

3

Issue is not causing errors in the data or disrupting customer business activity, but the solution is not working according to specifications.

Examples: Regular staging or dev environment issues, complex system questions, issues with a singular billing account, minor errors, etc.

Gotransverse addresses a Level 3 issue with either a written response that resolves the issue or a proposed plan to resolve the issue within one business day of when the issue is logged.

4

Issue is a product question, task, or new implementation work.

Examples: Assistance needed with a new invoice template, product feature request, general question, etc.

Gotransverse addresses a Level 4 issue with either a written response that resolves the issue or a proposed plan to resolve the issue within two business days of when the issue is logged.

Severity levels are defined as follows:

Severity Levels
Level Definition

Severity Level 1 (SEV1)

Entire business is impacted or stopped.

Severity Level 2 (SEV2)

Several customers are impacted.

Severity Level 3 (SEV3)

Individual customer or business function is impacted.

 

 

 

Topic updated: 06/2024.