NCR’s Digital Insight™ Solutions Software Support team provides high levels of service to you for questions or issues with products. They have been recognized fourteen years in a row with the ACE Award for Achievement in Customer Excellence.
General Information
Software Support Call Center Hours of Operation
Support for Digital Banking is open Monday – Friday from 5:00 a.m. - 5:00 p.m. PST / 8:00am – 8:00pm ET.
After hours, critical issues are handled by our SaaS Operations AOC team. Non-critical issues reported after hours will be assigned an incident tracking number and reviewed by the Software Support team the next business day.
Contact Software Support
There are many ways to reach Software Support:
Phone: 877.462.3446
Online: Visit MySupport inside of Admin Platform under Home.
Email:
(Please note that transmission of sensitive data is not secure via email.)
Chat: Chat with a live analyst to report non-critical issues via Admin Platform MySupport
Calling Software Support
When you phone in there are four initial prompts offered by the voice response system:
Prompt # / Prompt Description / Why You Would Select ThisPress 1 / Message of the Day / Outage updates/global issues
Press 2 / Accounts Receivable or Billing / Questions about NCR statements
Press 3 / Marketing Support / Growth and Retention services marketing campaigns
Press 4 / Software Support / Internet Banking related issues/questions
To reach Software Support, choose Prompt #4, and then:
· To Report a New Issue > Press Prompt #1
This option requires your 4-digit client number (example, CN#4423) to route the call to the correct support team. You may be prompted for additional information – see below – to ensure your call is routed to the appropriate team.
Prompt # / Prompt Description / Select this if you need help with:Press 1 / Bill Pay/Purchase Rewards/CashEdge / Bill Pay payments, CashEdge payments (PopMoney/Funds Transfer,) or Purchase Rewards issues.
Press 2 / Digital Banking/Check Imaging/Online Statements / Primary features of the Digital Banking product (login issues, account overview, check imaging, online statements…)
Press 3 / Mobile/Admin Platform/Aggregation / Mobile app, Admin Platform system or reporting, Money Management, Quicken, and QuickBooks.
Press 4 / All Other Products (Web/Business/Misc.) / Your Digital Insight-hosted website, Business Banking and Small Business Payments, or any other product not specifically listed.
· To Review an issue with an Assigned Incident Number > Press Prompt #2
This option allows you to enter your incident number, and will route the call to the support analyst managing your incident.
Opening Support Requests
Software Support assigns the level of severity of each reported issue. Guidelines are provided to each staff member to help in the selection of the correct severity. Other criteria that are factored into the decision include assessment on impact to the client’s business, and impact to end users.
Questions to ask your End User prior to calling Software Support:
It is important for Software Support to determine if your issue is impacting one user, multiple users, or all users. Providing the following information will help us expedite resolving your issue:
1. When did the issue occur (Date and Time)?
2. Has the problem been reported by more than one user?
3. Has the function in question ever worked? When did it stop working?
4. How often does the function fail?
5. Are you able to reproduce the error? Please provide the exact steps to reproduce. If not, is there access to a test account for us to reproduce the error.
6. What type browser is being used (exp. Internet Explorer 8.0/Google Chrome/etc…)?
7. What type of system is used (XP, Vista etc.)?
8. Was the Financial Institution able to recreate the issue? If so, please provide the steps to recreate.
9. Did the end user clear their Cache and Cookies and try again?
10. Any other pertinent information, such as a screen shot, or full description of all steps taken that resulted in the error. (This should include the exact URL, pages and links that were selected by the person receiving the error)
Viewing and Opening Support Tickets Online in MySupport
You can track and report issues through MySupport, NCR’s Digital InsightTM Solutions secure, online self-support tool: Please log into Admin Platform under Home, and select MySupport.
MySupport allows you to manage your financial institution’s contact records, log and track incidents, and access several reports. MySupport is a secure way to pass sensitive information to the Software Support team. Email is an unsecured channel and should not be used to submit sensitive data.
Your MySupport authorized contact can add additional users to MySupport. For Software Support to ensure that we are speaking with a Financial Institution employee, all that call or contact us must be added as a contact.
While we highly recommend you utilize MySupport, in the event you are reporting an issue that needs immediate attention, (i.e., your customer base is unable to access Digital Banking or other issues that are negatively affecting all end users) please contact Software Support directly at 877-462-3446.
Please help us keep our records current.
Be sure to keep your contact records current by updating them in MySupport.
Resources in Admin Platform & MySupport
Information on products, troubleshooting information, support forms and much more can be found inside of the Admin Platform under Training. The Knowledge Base inside of Admin Platform allows you to search for articles written and published by our support analysts. You can find information on Bill Payment, Online Statements, Internet Banking and many more products.
Support Teams
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DIGITAL INSIGHT UNIVERSITY [ How to Contact Software Support ] / TOOLSOur Software Support Analysts pride themselves on providing the highest level of support to our client base; there may, however, be instances where it is appropriate for you to escalate an issue to the next level. Your escalation contacts are listed below.
Internet Banking & Escalation List:Software Support Phone: / 877-462-3446, Option 4
FAX 818-597-6686
Software Support Incident
Tracking System (MySupport) / MySupport (inside of Admin Platform)
Chat is also available.
Software Support Email: /
Team Managers
Payments Team / Natasha Brantley
818.597.6575
Digital Banking Team / Carlos Aguinaga
608.808.7384
Cell: 661.435.2055
Specialty Team / Eric Durbin
818.597.6469
Cell: 818.312.3482
Advisor Team / Oscar Andrade
818.597.6540
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DIGITAL INSIGHT UNIVERSITY [ How to Contact Software Support ] / TOOLSSr. Manager Software Support / Pamela Brundell
770-349-1223
Director / Leslie Smith
706.355.4005
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