Support Overview
Production Support
IP Commerce provides support for the following production-level items:
- Managed Commerce Services Platform -- the software and operating infrastructure that provides transaction procesing services.
- Commerce Direct XML Specification (CDX) -- the message format that details between your sotware and our platform.
- Commerce Toolkit for Applications (CTA) -- the toolkits utilized to connect to the Commerce Platform.
- Commerce Web Services (CWS) -- web services utilized to connect to the Commerce Platform.
Click Here to Submit a Help Ticket
For critical, production-impacting issues, call toll free: (866) 206-7017
The following issues are not supported:
- Issues specific to your accounts with the Service Provider* (e.g. TSYS, First Data, Chase Paymentech, etc). We enable your connectivity while allowing you to establish and maintain your business relationships.
- Issues related to specific merchants, such as problems with their merchant account*, or technical issues specific to their local environment.
*Please contact the Service Provider for support
Severity Definitions and Treatment
The following severities describe our categorization and prioritization of incidents:
| Severity Number |
Severity |
Production Impact Description
|
| 1 |
Critical
|
- Transaction processing 100% unusable or severly impaired with no known workaround, or security incident reported.
|
| 2 |
High |
- Transaction processing degraded or non-transaction processing functionality down with potential for significant negative business impact.
- Workaround available.
|
| 3 |
Medium |
- Functional system operation does not work as designed; however, workaround exists to prevent material business impact.
- Minimal disruption, transaction process remains supported.
|
| 4 |
Low |
- Functional operation does not work as IP Commerce designed; however, business impact negligible, or incident relates to requested enhancement.
- Enhancement Request.
- Scheduled Event.
- No-transaction processing impact
|
New Merchant Activation
For new Merchant Activations, e-mail activation@ipcommerce.com. It is recommended that you attach your VAR sheet which should include the following:
- Merchant Name, Address, City, State and Zip
- Phone No./Fax
- Merchant ID
- Terminal ID
- SIC Code
- E-Mail Address or URL (Required for E-Commerce)
- Industry Type (Retail, MOTO, or E-Commerce)
- Additional Card Types (AMEX # and/or Discover #)
- BIN Number