Support
Knowledgeable, timely technical service is what support is all about. Our service is not just about supporting an application, or one type of operating system, or one brand of printer. It is about supporting you and your system to facilitate getting your work done. Our staff has the ability to not only assist you with title and closing issues. We also troubleshoot system issues, explain what is happening and assist with resolution, regardless of where it was purchased. Our support staff has even been known to help you reconcile your bank account, or stay late to help you work through a problem! We provide software updates for FinancialAccess and AIM for Windows. Your First Data technical support lifeline is indeed the lifeline of your network. Contact us at lifeline@firstdatasystems.com
Our staff includes Microsoft Certified Professionals (MCP), Microsoft Certified Systems Engineers (MCSE) MCSE + Internet (MCSE + I), Certified Novell Administrators (CNA), AIX Certified System Administrator (ASA) and individuals who have been in the industry for years. Descriptions for each of the Certifications our Staff holds follows. Microsoft Certified Professional (MCP)
FDS staff consist of three levels of technicians. They are as follows:
Knowledgeable, timely technical service is what support is all about. Our service is not just about supporting an application, or one type of operating system, or one brand of printer. It is about supporting you and your system to facilitate getting your work done. Our staff has the ability to not only assist you with title and closing issues. We also troubleshoot system issues, explain what is happening and assist with resolution, regardless of where it was purchased. Our support staff has even been known to help you reconcile your bank account, or stay late to help you work through a problem! We provide software updates for FinancialAccess and AIM for Windows. Your First Data technical support lifeline is indeed the lifeline of your network. Contact us at lifeline@firstdatasystems.com
Subscribing to the First Data Technical Support Lifeline has the following advantages:
Service Division Design- Automated Call Center Database allows quick retrieval of related issues and customer information
- Toll free number provided for all customers
- Three levels of technicians to assist with questions from basic operations to advanced networking issues
- Technicians available from 7:00 AM CST until 6:00 PM CST
- Extended hours for west coast customers until 9:00 PM CST
- After hour support available upon request for emergencies
- Technicians specialized in all areas (MCP, MCSE, MCSE + Internet, CNA)
- Allows technicians to understand issues and be better prepared to assist
- Average of 4 years experience in the industry
- Understanding of urgencies and deadlines
- Knowledge of alternatives for closing requirements
- Three levels of Support:
- Tier 1: For General software and hardware questions
- Tier 2: For System failures, communication issues,etc.
- Tier 3: Development staff for errors and patches
- Allows urgent system issues to be routed quickly
- Allows general questions to be answered quickly
- Allows necessary data to be gathered in advance for resolving issues
Our staff includes Microsoft Certified Professionals (MCP), Microsoft Certified Systems Engineers (MCSE) MCSE + Internet (MCSE + I), Certified Novell Administrators (CNA), AIX Certified System Administrator (ASA) and individuals who have been in the industry for years. Descriptions for each of the Certifications our Staff holds follows. Microsoft Certified Professional (MCP)
- Pass one Microsoft exam
- Implementing and Supporting Windows95, Windows NT Workstation 4.0, Windows98, NT Server 4.0, Exchange, etc.
- Pass the following exams:
- Implementing and Supporting Microsoft NT Server 4.0
- Implementing and Supporting Microsoft NT Server 4.0 in the Enterprise
- Networking Essentials
- Implementing and Supporting Windows95, or Windows NT Workstation 4.0, or Windows98
- Plus two elective exams (i.e. Implementing and Supporting SQL Server 7.0, TCP/IP, Proxy Server, Exchange Server)
- Pass MCSE exams and the following exams:
- One of the following exams:
- Implementing and Supporting Microsoft Internet Information Server 3.0 or 4.0 and Microsoft Index Server 1.1
- One of the following exams:
- Implementing and Supporting Microsoft Internet Explorer 4.0 or 5.0 by Using the Internet Explorer Administration Kit
- Pass exam on System Administration of Novell Netware AIX Certified System Administration (ASA)
- Pass the following exams:
- AIX User
- AIX System Administration
FDS staff consist of three levels of technicians. They are as follows:
- Technician:
- Tier 1 tech, trained to answer general software and hardware questions and gather pertinent data for escalated calls.
- Sr. Technician:
- Tier 2 tech, with advanced training prepared to assist with system failures, unusual issues and advanced configurations.
- Development:
- Tier 3 tech, including development programmers, analysts, database engineers and integration staff to assist in solving documented application or configuration issues.
- Quality Assurance Technician:
- Techs trained to work with newly installed clients to assist with startup issues and questions.