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Escalation Plan

-When an issue arises that is beyond the normal, you will contact the data processor's account rep that was assigned to the credit union to have them help troubleshoot the issue, here are the steps to take:

1) Each Credit Union should have an account rep that we will need to get their phone number and email from the credit union

Scott Hardtke – scott.hardtke@fiserv.com – 800-876-9000 x819

Ken Bickel – ken.bickel@fiserv.com – 803-951-9141

Hector Montemayor – hector.montemayor@fiserv.com – 800-876-9000 x541

Larry Harrison – larry.harrison@fiserv.com – 800-876-9000 x355

Mark Holmes – He no longer works for Galaxy

2) Call the account rep with detailed information on the situation

3) If the account rep does not answer their phone, leave a voice mail and email them detailed information on the situation

4) Make sure to copy the person you are working with from the credit union on the email to the account rep

5) Use the 'Escalation AR' macro in the ongoing ticket to notify the client that we are getting this issue resolved

Here are some scenarios where you should escalate to the data processors account reps:

Thermal

-Receipt data is moving around or off the receipt and you have already verified their lines and columns are correct.

-Data is not getting to a printer and all settings have been checked out on the thermal printer and a test print has been proven, while the data processor's support is claiming the print queue is correct.

Laser

-Data is moving around very frequently, causing a form to default, on forms that are known to not have problems with moving data in the past, such as a check.

-Data is not getting to a printer and the data processor's support has claimed a print queue is built correctly and all CDP troubleshooting has been checked and completed

eSig

-The same data is being sent to CDPManage or CDPTeller and sometimes the software will open and sometimes it will not randomly after trying all other eSig troubleshooting steps.

-Move data or any other server related issue is happening on a server that is managed by the data processor and first wave of support claims everything is setup correctly such as firewall exceptions or proper software run permissions.

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It is necessary to go over a level 1 support rep from a data processor in these situations so that the client can get their issue resolved more effectively.